RP-Department of Tourism Management

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Guests’ satisfaction with non-classified hotel product: the Kenyan coastal perspective
(AJTHLS Open Access, 2016) Kivuva, A.K.; Ondingi, A.
Non-classified hotels which comprise small hotels and guest houses are important accommodation providers. They offer reasonably affordable hospitality products as compared to classified hotels. Through guest satisfaction, non-classified hotels can achieve repeat business and get new business through word of mouth from previous guests. If they do not provide quality hospitality products, non-classified hotels must be ready to experience low occupancy levels. This study aimed at establishing the levels of guest satisfaction in non-classified hotels. The study site was Mtwapa town in Kilifi County (Kenya) with a population of 25 non-classified hotels. The study adopted a descriptive survey design. The research findings indicated that business guests were dissatisfied with non-classified hotel products in Mtwapa town. Issues such as cleanliness, staff professionalism, speed of guest service, recognition of returning guests among others had low satisfaction levels. The study recommends that non-classified hotels operators should put more efforts in providing quality hospitality products to meet guests’ expectations