Monday, August 3, 2009

Accommodation Top 10

Motels featured strongly in the top-10 rated accommodation options as voted by customers of popular Kiwi on-line accommodation reseller,

We are a fan of online guest reviews for accommodation and we like the methodology EziBed's customer ratings (We will post our further thoughts on online customer reviews again soon)

EziBed's customer ratings include grading facilities, cleanliness, service and overall stay. The final results were based on properties with a minimum of at least ten reviews.

Ezibed's top ten accommodation properties as judged by customer reviews over the last 12-months has produced some interesting results:

1. Cornerstone Lodge, Auckland
2. Rydges Christchurch
3. Chelsea Park Motor Lodge, Nelson
= Summit Motor Lodge, Tauranga
= Academy Motor Lodge, Tauranga
= Stonehurst Accommodation, Chch
7. Novotel Tainui, Hamilton
= Palmerston North Motel
9. Spanish Lady Motel, Napier
= Scarborough Lodge, Hanmer Springs

Press Release:

3 August 2009

New Zealand owned last minute accommodation website has released its New Zealand top 10 list for the highest customer ratings and an Auckland Bed & Breakfast has come out on top.

The ratings come from accommodation ratings and reviews for customers that have booked through the popular accommodation website.

Over 2400 reviews and 4000 customer ratings have been posted over the past 12 months. Once customers have stayed at their accommodation they are then asked to rate their overall experience out of maximum score of 10 and to post a written review. Ratings include grading facilities, cleanliness, service and overall stay. The final results were based on properties with a minimum of at least ten ratings.

The collection of these ratings allows future customers to make informed decisions regarding their next trip. The results allow to highlight accommodation properties that are stand outs as far as customers are concerned and to work with properties that have lower ratings in order to improve the overall visitor experience.

Cornerstone Lodge, a Bed & Breakfast located on Auckland’s North Shore tops the list with a 9.0 out of a maximum 10. The property is popular with leisure travelers with their breakfasts often heralded as their stand out feature.

Property owner Sherry Shelton did not expect to be number one, especially as the only Bed & Breakfast on the top 10 list.

“I feel quite honoured that guests enjoy the lodge and breakfasts. I certainly enjoy having people visit and share their lives with me.”

And in regards to the type of customer service Mrs Shelton provides she believes it is quite simple.

“Customer service is interest in the customer and what they might like or need, and trying to supply whatever it is for as reasonable a price as possible. A home away from home without the undue frills.”

The ratings/reviews process easily identifies accommodation that is not up to the standard expected by guests.

Recently an Auckland Airport property was removed from due to the continual hygiene and service issues that customers encountered. The property has been asked by to improve the visitor experience before they consider relisting the property again.

Because of our current recessionary period it has become increasingly important for accommodation operators to focus more on customer service. Gareth Pearce, Managing Director of says that customers are receiving great deals on rate at the moment but quality of service should not be compromised.

“Properties that step up and exceed customer expectations will reap the rewards with return custom and positive worth of mouth referrals however those that don’t will find a hard road ahead. A recession provides a unique opportunity to stand out from the pack and providing exceptional customer service can be that difference.”

“When people make accommodation bookings they do need to check the feedback from previous guests to make more of an informed decision. Customers find it a useful tool however so do our accommodation providers. They too can respond to customer’s comments and can use the information to really take their business to the next level, so when times are good again they will be front of mind for customers.”

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