Guests’ Satisfaction on the Services of Hotels in Tuguegarao

Abstract

The hotel industry remains highly competitive, necessitating a strong focus on customer satisfaction to ensure business continuity and profitability. This study examines guest satisfaction with various services provided by hotels in Tuguegarao City, aiming to identify areas needing improvement and guide training initiatives. Using a descriptive survey method, data were collected from 100 hotel guests—50 from accredited and 50 from non-accredited hotels—via questionnaires. The study evaluates guest satisfaction in areas such as front desk/reception, bell service, housekeeping, guest comfort, and special services. Results indicate that accredited hotels outperform non-accredited ones in front desk, bell service, and housekeeping, while no significant differences were found in guest comfort and special services. Special services emerged as the most critical area needing improvement. Statistical tools, including weighted mean and t-test for independent samples, were employed for data analysis. Recommendations include further studies on factors beyond service quality and partnerships between hospitality programs and local hotels to enhance service standards.