A Holiday Inn in Brookline, Mass. The brand trailed Marriott and Hampton… (Bloomberg )
Hotel brands generally received low scores in a large survey of customer service experiences.
Hampton Inn and Marriott were the only two out of 12 major hotel brands to receive "good" ratings in a study by Temkin Group, a customer service research firm.
"Many of the hotel brands in our study aren't delivering the level of hospitality that consumers want," said Bruce Temkin, managing partner of Temkin Group.
The research is based on a survey of 10,000 U.S. consumers in January 2012.
Seven hotel brands earned "okay" ratings. They included: Best Western, Comfort Inn, Days Inn, Hilton, Holiday Inn, Holiday Inn Express and Hyatt.
Three hotel brands -- Days Inn, Motel 6 and Super 8 -- earned "poor" ratings.
The average ratings for the hotel industry placed it sixth out of 18 service industries in the study. Temkin Group also analyzed the changes between 2011 and 2012 and found that the hotel industry is one of three industries with a decline in its customer experience ratings over the previous year.
Although Super 8 and Motel 6 fared poorly, they earned the largest increase over last year's ratings, while five other hotel brands also improved. Hyatt and Days Inn posted the sharpest decrease between 2011 and 2012.
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