Sustainable Hotel Practices and Guest Satisfaction Levels

TLDR

The study aimed to determine which sustainable hotel practices most satisfy guests and what motivates their participation, while also examining sociocultural differences and willingness to pay a premium for eco‑friendly accommodations. Researchers surveyed guests in a popular Mexican tourist destination, comparing responses across sociocultural backgrounds and willingness to pay a premium for environmentally friendly hotels. Satisfaction ratings revealed only minimal demographic differences, indicating broad appeal of sustainable practices, yet Americans emphasized functional sustainability while Mexicans valued emotional conservation, suggesting managers should tailor education and service strategies to guests’ sociocultural backgrounds.

Abstract

The purpose of this study is to identify which sustainable hotel practices guests would be most satisfied with, and what motivates guests to participate in these practices. In addition, the study tested for differences that may exist due to the sociocultural backgrounds of respondents, and whether they are willing to pay a premium for an environmentally friendly hotel. Data was collected in a popular tourist destination in Mexico. An analysis on satisfaction ratings revealed only minimal differences between demographic groups, which suggests that sustainable hotel practices are attractive beyond a niche market. Furthermore, Mexican and American respondents reported different views of environmentally friendly hotels, with Americans exhibiting more concern with functional aspects of sustainability, while Mexican guests were more familiar with emotional aspects of conservation. The study concluded that management should consider the sociocultural backgrounds, of their guests and may have to engage in efforts to educate guests about the benefits of balancing social responsibility with guest service expectations.