Hotel Guest Satisfaction and Service Quality: Evidence from Czech Safari Hotel

The development of accommodation facilities is currently (especially in the COVID-19 pandemic) accompanied by a growth in guests’ emphasis on the quality and structure of additional services. Guest satisfaction with services in tourism is thus one of the important factors affecting the level of profitability, prosperity, and competitiveness. The quality of accommodation facilities is related to the satisfaction of guests. The proper attitude and professionalism are the key success factors along with the quality of the services provided by any accommodation facility. The guests’ perception of quality is influenced by the professionalism, helpfulness, and willingness of the staff. The goal of this paper was to evaluate guest satisfaction with accommodation, catering, and additional services at a selected hotel in Dvůr Králové nad Labem. Guest satisfaction was determined using a questionnaire survey conducted from July 2018 to January 2019. The results were evaluated by means of a cluster analysis in the Statistica 13 EN software application. The greatest dissatisfaction was expressed in summer with air-conditioning in rooms. Furthermore, the worst rating concerned the quality of food and beverages with respect to their price, which did not meet guests' expectations. The lowest satisfaction expressed by guests was with the value for money in terms of the quality of additional services, which they perceived as part of the value for money ratio with respect to room rates