New survey highlights top complaints about hotels

Consumer Reports News: May 24, 2012 06:08 AM

As part of our new report Get the best hotel room at the best rate, 22,481 Consumer Reports subscribers spent a collective 94,981 nights at 44 national hotel chains. Based on their experiences, we've identified America's best and worst hotels.

While our readers had lots of positive things to say about the places they stayed, which range from budget places such as Microtel Inn & Suites by Wyndham to luxury accommodations such as Ritz-Carlton, they found plenty of problem areas to carp about.

Overall, 27 percent of readers had at least one complaint during their stay. Across all hotels, an average of 3 to 6 percent of readers complained about each problem below, but at some hotels, levels were far higher.

Top gripes:

Lousy lighting: 10 percent of guests at all budget hotels except Microtel.
Poor heating or air-conditioning: 10 percent of Motel 6 guests.
Uncomfortable bed: 10 percent of Americas Best Value Inn, Econo Lodge, and Motel 6 guests.
Smoke smell: 12 percent of Americas Best Value Inn guests
Cramped bathroom: 13 percent of Americas Best Value Inn and Red Roof Inn guests.
Noise: 15 percent of Motel 6 guests.
Outdated décor: 22 percent of Econo Lodge guests.