Homepage Canstar Blue newsroom

Aussies searching for clean and quiet accommodation

Announcement posted by Canstar Blue 23 Sep 2014

Canstar Blue releases Online Accommodation Bookings 2014 – Most Satisfied Customers Award

Dirty rooms and noisy neighbours top the list of hotel bugbears for Australians.

That’s according to a new survey by customer satisfaction research company Canstar Blue, which also reveals that 30% of Aussies have asked to swap rooms after checking into a hotel and being left unsatisfied with what they found.

Unhelpful staff and hidden costs also get the blood boiling, while comfortable beds, luxurious amenities and included extras like welcome gifts and treats received the most thumbs up. Room service, breakfast, a good location and knowledgeable staff also featured highly.

The Canstar Blue survey, of more than 1,200 adults who have made a booking through an accommodation website in the last 12 months, shows that toiletries are the most common “freebies” taken from hotels by Aussies, followed by drinks and toilet paper. Pens, writing pads, slippers, shower caps, towels and even pillows are also commonly taken.

The survey reveals that a third of Aussies try to hold off making a booking until as late as possible in the hope of securing a bargain, while four in five said accommodation websites generally offer accurate reviews.

Booking.com has received Canstar Blue’s Most Satisfied Customers Award – Online Accommodation Booking for the third year in a row and earned five-star ratings across all survey categories, including ease of site navigation and booking, range of accommodation available and value for money.

“Consumers are looking for easy to navigate websites and the best deals possible, and with plenty of choice on offer, they don’t mind shopping around,” said Canstar Blue spokesman Simon Downes. “Four in five survey respondents told us they use numerous websites to try and find the best accommodation deal possible, while 70% said that after finding offers, they check directly with the provider to see how the price compares.

“In such a competitive market, consumers have the power to take their business elsewhere with just a couple of clicks. So for Booking.com to win our Most Satisfied Customers award for the third year in a row is a truly fantastic achievement. Congratulations to everyone involved at Booking.com – you are clearly keeping your customers very happy indeed.”

The Canstar Blue survey also found that more than half of Aussies prefer international holidays to domestic travel. That number rose to 70% for Gen Y.