Customer Experience
What Brands Can Learn from One-Star Hotels with Five-Star Reviews
- Published by
- Razorfish
- Date
- Type
- Research · Study and webinar
Key takeaways
- Great customer experience doesn’t require premium pricing. Budget hotels with excellent reviews earn loyalty through the experience itself.
- Those hotels build recognition and repeat stays through a deliberate set of memorable touchpoints.
- As customers gain more choice and less loyalty, experience becomes a key way to stand out.
- Brands on tight budgets can design the journey around a few standout moments instead of costly extras.
Overview
Some of the best-reviewed hotels are not luxury properties at all. This Razorfish study looks at budget hotels that earn excellent reviews, and at how they build loyalty through the guest experience rather than premium features.
The research team visited these properties to assess the guest journey firsthand. The takeaway for brands: a limited budget does not have to limit how distinctive an experience feels in a crowded market.
This overview was written for this site. The full research is published by Razorfish. The full study is available from Razorfish with registration, alongside an on-demand webinar.
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