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Volume 5, Issue 32, August 7, 2007 |
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What do travelers want most from their hotels? It’s not the upscale furnishings, the oversized desk, the free WiFi or the comfy bed; it’s not even the great location. According to the almost 50,000 travelers surveyed over the last year by J.D. Power and Associates, it’s peace and quiet — and good service.
In the annual North American Guest Satisfaction Survey, the leader for overall guest satisfaction was Ritz-Carlton Hotels. In their luxury-hotel category, travelers say that staff attitude is the biggest single reason for dissatisfaction. One in five of luxury-hotel guests indicated a problem with the staff’s service. Among all hotel categories, noise is the biggest concern, followed by cleanliness, maintenance, odors and staff attitude. Premium-hotel guests expect that a level of construction eliminating noise, top levels of maintenance and cleanliness, and excellent service go without saying.
Linda Hirneise, executive director of J.D. Power and Associates’ travel practice, said there’s a “disconnect” between what travelers want and what hoteliers think they want. “I meet with hoteliers throughout the globe and guest rooms come up as No. 1 priority with them,” she told Travel Trade magazine. “I always tell them to focus on the controllables, people and process.”
Other findings of the study are that high-speed and wireless Internet access, complimentary breakfast, and TV screens larger than 28 inches are the most desirable extras, and that cigarette smoke is the least favorite smell. 
A new consortium of independent airport transportation operators around the world have opened a Web site, GoAirportShuttle.com. The site handles information and booking for transportation at 110 airports in England, Scotland, France, Italy, Spain, Mexico, the United States and Canada. The shuttle services, all locally operated, have adopted a common umbrella, GO Airport Shuttle, and are redoing their fleets in a common green-and-white design.
Aug. 30 is the target date for completion of the extensive renovations to the Steigenberger Airport Hotel in Frankfurt. Renovations include 94 designer guestrooms and 10 suites in the Executive tower, with wireless high-speed Internet, flat-screen TVs, a private registration/check-out area, dedicated concierge service, and a special lounge serving breakfast and drinks. The hotel also has several restaurants, newly extended conference facilities, and a top-floor fitness and wellness center with indoor pool, workout equipment and some spa amenities. Rates for refurbished rooms begin at about $220.
If you’ve ever been impressed by the high-tech toilets in Japan, or are considering spending a cool $1,000 for the latest toilet seat, you can now try them out in the heart of the Midwest. The Westin Chicago River North is installing Brondell Swash 800 toilet seats, complete with wireless remote control. Highlights include bidet, heated seat, temperature settings for seat and water, and warm-air dryer. The seats will be rolled out into several room categories over the rest of this year — and their companion instructions give a whole new meaning to “bathroom reading.”
Not only is in-room WiFi free across many Marriott hotels, but the company is now extending free wireless throughout all the U.S. and Canadian properties in five of its groups, including Courtyard, Residence Inns, TownePlace Suites and SpringHill Suites. Wireless hotspots are being added to all lobbies and public areas.
Here’s a quick roundup of the latest news at British airports. At Liverpool John Lennon Airport (JLA), passengers have the option of paying £2 (about $4) to use special “fast lanes” for security checks. Birmingham International (BHX) has opened its improved departure lounge, with new shops and restaurants and additional security scanners. At Gatwick (LGW) this month you may be greeted by young Welcome Hosts — local schoolchildren wearing yellow T-shirts available to help with directions and connection information. And a new site, UKairportdelays.co.uk has been set up for passengers to post information about delays at airports throughout the country, indicating particular bottlenecks and which airports have the longest check-in lines.
LimoLiner N.Y.-Boston, round trip
tel 888 546 5469
www.LimoLiner.com
LimoLiner markets itself as a “luxurious, 28-passenger, custom coach” that provides a good alternative to Amtrak, airline shuttles, or even your own car, for business travelers on the New York-Boston route. As I walked down on West 53rd Street towards the pick-up spot just outside the Hilton New York, I had my doubts. After all, the service had been operating for four years and I had not heard much about it.
The bus, however, was there waiting, clean and white with a large black LimoLiner logo on the side. A young “travel assistant” stood by the front door, checking photo ID’s against the passenger list. I easily found my reserved leather reclining seat, which was on the single-seat side next to a big window. Within minutes, nine other passengers had boarded (the bus seats 28), and at 11:14 a.m., with little fanfare and one minute ahead of schedule, the bus pulled away from the curb and into wet midtown traffic.
I placed my laptop on the seat-back tray in front of me and plugged into the power port, testing LimoLiner’s claim of WiFi access during the ride. I connected to the Internet immediately, and had continuous service throughout the trip.
Driving was slow leaving Manhattan, but once we got on the highway it was clear sailing all the way to Framingham, Mass., the only stop before Boston, where we dropped off six passengers. A grilled chicken sandwich on French bread was served en route, along with snacks, soft drinks, fruit juices, and a choice of magazines. A nice bathroom, larger than expected, was kept clean, and a recent film was shown on the overhead screens. Three channels of music audio were also available through complimentary headsets. We arrived outside the Sheraton Hotel, near Boston’s Prudential Center, at 3:45 p.m., so it was a 4-1/2 hour trip.
Compared to one-way First Class Acela service or airline shuttle flights, LimoLiner’s one-way fare of $79 is a bargain. Driving your own car may cost less out of pocket (if you get good gas mileage), but on LimoLiner you can actually work on your computer, make and receive cell phone calls (quietly), receive a meal and unlimited snacks and drinks during the entire trip (all included as part of the ticket price), or just relax and watch the film. You also eliminate downtown Boston’s high cost of parking.
The return trip a few days later was equally as comfortable, but heavy traffic as we neared New York City stretched the ride out to almost 5-1/2 hours. Road conditions permitting, LimoLiner is a good choice for New York/Boston downtown-to-downtown service. It makes at least three trips each day in each direction.
Score: ••••• Ron Bernthal
Buy by Aug. 13 to take advantage of Lufthansa’s sale for travel between Oct. 29 and Dec. 13. Flights are being discounted about 15 percent, from 16 U.S. gateways to destinations in Europe, Africa and the Middle East. Sample round-trip fares: New York (JFK)-Munich (MUC) $396; Los Angeles (LAX)-Frankfurt (FRA) $592; Dallas (DFW)-Lisbon (LIS) $608. Lufthansa passengers on any of the airline’s international flights can also take advantage of special Rail&Fly tickets between German cities and German airports via Deutsche Bahn Rail for about $25 each way in second class, $55 in first class.
Want to see the Rolling Stones wind up their world tour in London later this month? Silverjet has tickets and is building them into a Get Stoned package. For $2,499, you get round-trip flights between Newark (EWR) and London Luton (LTN); a concert ticket; and admission to a special pre-show cocktail party. Concert dates are Aug. 21, 23 and 26.
To celebrate the first birthday of its Etihad Guest loyalty program, Etihad Airways is running a series of promotions through mid-September. Register for various online drawings and you could win a trip to the Italian Grand Prix, to Formula 1 races in Belgium, to Thailand, or various other prizes from travel to diamonds. Membership in Etihad Guest, or registering (free) for the loyalty program, is required.
When you need to buy miles, those additional fees can be annoying. To make that part of life a little easier, through Aug. 31, American Airlines will pick up the transaction fees for anyone who buys at least 25,000 AAdvantage miles, whether to round up an award or as a gift.
New prices for Cathay Pacific’s All Asia Pass go into effect for travel from Aug. 20 to Dec. 8. Initial departure must be Monday through Wednesday; the pass allows 21 consecutive days of air travel to 22 destinations in Asia and the Pacific starting at $1,399. Add $300 to include India, $550 for travel Down Under. Fares are based on 21-day advance purchase, but last-minute tickets are available for a $50 rush fee.
