Crowne Plaza and Sheraton continue to win favour for customer service, with matched 91 percent of customers satisfied with hotel hospitality over the year ending November 2011.

According to a Roy Morgan Research Hotel Customer Satisfaction survey, the Sheraton jumped from its seventh rank for the year ending November 2010 with an 84 percent improvement, tying the hotel Group up in the lead spot with the Crowne Plaza.

Following the two properties in third spot with 89 percent were the Westin, Hilton and Mantra while the Marriott sat in sixth spot with 88 percent followed by the Intercontinental, Sofitel and Golden Chain with 87 percent satisfaction.

Roy Morgan international director of tourism, travel and leisure Jane Ianniello explained that over the 12 month period customer satisfaction at premium hotels had increased while mid-range hotels remained steady and motels experienced a decline.

“Competition is fierce amongst premium hotel brands and it is important for chains to understand the profile of premium hotel patrons — who they are, where they live, what motivates them, and, what media channels to use to communicate with them,” Ms Ianniello said.

The research was conducted on 27 accommodation providers and saw average satisfaction across all hotels and resorts reach 80 percent for the year.