WASHINGTON, DC—The American Hotel & Lodging Association (AHLA) today released the 2016 Lodging Survey. Conducted by industry data provider STR and funded by the American Hotel & Lodging Educational Foundation (AH&LEF), the survey provides a comprehensive understanding of amenities, guest services and more. Conducted biennially, this survey had more than 8,000 participants.

“Anticipating the needs and wants of our guests, and providing a rich and rewarding work environment, are vital to the success of the hotel industry. Hotels are fully committed to providing exceptional customer service and implementing initiatives that are important to both our guests and employees such as a strong commitment to sustainability and charitable giving,” said Katherine Lugar, president and CEO of AHLA. “These insights have a profound impact on our industry, helping hoteliers make decisions that will allow them to deliver the best possible service and guest experience as well as develop and enhance their properties and workforce.”

The survey had several key findings across topics like technology, sustainability, in-room amenities and property offerings, guest services and charitable giving:


Central reservations systems are nearly universal across chain scales

•Use of mobile apps for hotel service continues to climb, peaking at 35% for the industry overall

•The overall use of mobile devices for check-in rose greatly, with this service being offered in 65% of hotels

•High speed in-room internet plus wireless access is now an industry norm, expanding to 98% of hotels

•Only 9% of hotels charge for room internet

•High definition and/or flat screen TVs are in almost nine out of 10 (88%) U.S. rooms


In-room energy management sensors are at their peak overall usage with 48% of hotels adopting

•90% of hotels use high-efficiency/LED lighting

•94% of hotels offer a linen/towel reuse program

•Almost half (47%) of participating hotels have an amenity (shampoo, soap) recycling program

In-Room Amenities and Property Offerings

•In-room air purifiers are largely an upper-end amenity and are led by luxury (68%) and upper-upscale (40%) chain scales

•Branded amenities products usage grew to include 90% of properties

•The percent of hotels reporting indoor (36%) and outdoor (43%) swimming pools both saw a small drop from 2014 levels

•Luxury and independent hotels lead the way in music/entertainment/nightclubs at 55% and 25%, respectively

Guest Services 

•Complimentary breakfast (62% overall) remains a primary mainstay of upper-midscale (80%), midscale (96%) and economy (81%) hotels

•The proportion of hotels offering non-smoking rooms reaches 97%, an all-time high

•Free airport shuttle service is provided by 85% of hotels located at an airport location

•73% of hotels overall offer dry cleaning, while almost all luxury, upper-upscale and upscale properties provide this service

•At 100%, valet parking is the standard among luxury scale properties, with upper-upscale trailing at 64% and a quarter of independents reporting valet parking in 2016

Charitable Giving

•85% of hotels contribute to charity

•Nearly three quarters (72%) of hotels make in-kind contributions of room nights, meeting space, goods or services

•Well over half (61%) volunteer hours to charity

Source: Hotelbusiness.com