The reality of business travel today

October 26, 2007: The new survey found that hotel-bound business travelers remain frustrated by basic inconveniences, led by "the condition of hotel rooms" including "beds that are uncomfortable" and "not receiving non-smoking rooms.It may come as no surprise to modern-day road warriors, but “last-minute flight cancellations and delays” are the biggest gripe of today’s international business travelers, ranking just ahead of lack of communication by airline personnel in a recent survey of more than 1,000 globe trotters by Carlson Hotels Worldwide. The survey also found that hotel-bound business travelers remain frustrated by basic inconveniences, led by “the condition of hotel rooms” including “beds that are uncomfortable” and “not receiving non-smoking rooms.” The Carlson Hotels Worldwide survey also found the majority of respondents (24 percent) would like Oprah Winfrey as a seat mate, followed by Bill Gates (23 percent), Angelina Jolie (22 percent), Hillary Rodham Clinton (14 percent) and George W. Bush (13 percent). Other “dream” companions included The Pope, The Dali Lama, and Barack Obama. Hotel Service---Let’s Get Back to the Basics Seventy-two percent of hotel-bound business travelers cited that the “basic condition of rooms” frustrated them most followed by uncomfortable beds (64 percent) and rooms that are were not ready following a late arrival (64 percent). “Requesting a non-smoking room and not getting it” and “miscellaneous surcharges” each frustrated 61 percent of survey respondents. More than half of the respondents (53 percent) said they are more frustrated by a non-working television in their hotel room than by waiting in line to check in and out (47 percent). More than 50 percent of respondents cited a hotel brand’s “global presence” as a contributing factor when selecting a hotel loyalty/frequent guest program. The most popular hotel perk was a room upgrade (59 percent), followed by the availability of free Internet service (56 percent) and an exceptionally comfortable bed (50 percent). Also, 23 percent of survey respondents said redeeming frequent flyer miles is much more difficult than redeeming hotel loyalty/frequent guest points. Given five million frequent flyer miles or hotel loyalty points, the majority of survey respondents (73 percent) would “travel around the world.” Thirty-three percent said they would transfer their millions of miles to a family member, and 26 percent would “reserve a plane for a roundtrip flight with friends and relatives.”

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