Cornell Report Highlights the Value of Hotel Amenities

Hotel owners and operators have long offered complimentary amenities to enhance their guests’ stays and differentiate themselves from competitors. The decision of which amenities to offer is typically based on customer surveys, competitive position, and marketing and financial goals. While brand managers are eager to enhance their brands with all the latest and greatest amenities, owners are reluctant to pay for amenities that don’t pay off. Debates often arise between owners who pay for amenities and brand managers who mandate these amenities as brand standards.