Consumer Reports Finds Sleep Still No. 1 for Hotel Guests Hotel reviews on sites like Tripadvisor are useful for judging a specific property, to find out whether the elevators are slow or the location is grim. But ranking one brand against another or evaluating the industry as a whole requires a broader view - and new surveys indicate that although guest satisfaction is improving, travelers do have some complaints. For its July issue, Consumer Reports asked more than 22,000 readers about their stays at 44 chains. It found scores for service, hotel upkeep and the check-in and checkout process had improved since 2006. Yet a quarter of respondents had at least one complaint, with inadequate beds, noise, outdated décor, cramped bathrooms and poor heating or air-conditioning dominating the list. "The key thing about a hotel is how good a night's sleep you were able to get," said Tod Marks, a senior projects editor with Consumer Reports. An uncomfortable bed is one of the things that always seems to stand out in terms of problems. The magazine rates hotel brands in four categories: luxury, upscale, moderate and budget. Ritz-Carlton led the luxury list, while Harrah's beat its upscale competitors, helped by the free rooms given to many of its gambling guests. Wingate by Wyndham and Drury Inn and Suites effectively tied for top ranking among moderately priced brands. At the budget end of the spectrum, Microtel Inn and Suites by Wyndham ranked well ahead of other economy chains, which often received low marks for bad lighting and a smoky smell. "They are the only budget hotel that stood out," Mr. Marks said. All but Microtel were below average in everything but check-in and checkout. Rui Barros, senior vice president for Microtel, said an important factor in the brand's success was that all of its 310 hotels were new buildings instead of conversions from other chains. "The magic formula for us is that there's both consistency in product and consistency in service," he said. When you walk into one, they all look pretty much the same. For 10 years, Microtel has also been the highest-rated economy brand in J. D. Power & Associates" hotel guest satisfaction study; the 2012 survey is due out this week. While there are differences between the two rankings - in part because Consumer Reports uses four price categories and J. D. Power uses seven - some brands score well on both lists. Last year, Ritz-Carlton topped luxury hotels in the J. D. Power survey, and Drury Inn and Suites led the midscale limited-service group (moderately priced hotels that do not have a restaurant but may offer a breakfast buffet). Stuart Greif, vice president for global travel at J. D. Power, said that there was a strong tie between guest satisfaction and consistency, which can be tough to achieve for a brand with hundreds of properties. "If sometimes the room is nice and other times it looks like it's two decades too old, that really cuts into satisfaction," he said. According to J. D. Power's research, noise and a bad Internet connection are two of the most common problems guests experience, but customers are more likely to call the front desk about a spotty Wi-Fi signal than a neighbor banging around next door. A reliable - but free - Internet connection is especially important to business travelers these days. A recent joint survey by Frequent Business Traveler magazine and the online travel site FlyerTalk found that a high Internet charge, inaccessible or inadequate electrical outlets and a slow Internet connection were business travelers" top three hotel pet peeves. Noise, difficult-to-adjust climate controls and poor water pressure or temperature followed technology complaints on the list. Brian Cohen, a FlyerTalk member, said brand loyalty was especially strong among the frequent travelers who trade tips at the site, particularly about airline and hotel reward programs and how to maximize points and miles. Although much of the buzz in the hotel industry over the last decade has been about independent or boutique hotels that offer something different to guests, travelers still value consistency. "In my opinion, on a business trip you want that predictability," Mr. Cohen said, mentioning that he often stays at Hilton Garden Inn and knows the brand's signature pantry is open 24 hours, stocked with food, beverages and other items. According to Bjorn Hanson, divisional dean at New York University's Preston Robert Tisch Center for Hospitality, Tourism and Sports Management, some preferences vary by age. "A baby boomer will pick a tried-and-true brand," he said. A millennial staying three nights might try three different hotels. Mr. Hanson also noted that higher-priced brands tended to have more consistent ratings, while their lower-priced counterparts had more variability: at a budget chain, a great experience in Georgia might not be repeated in Maine. As the hotel industry recovers from the recession, average rates are expected to increase 4 percent this summer to $107 a night, close to the peak of $108 in the summer of 2008, according to Smith Travel Research. Travelers" expectations are likely to rise along with the prices they are paying for rooms. "Consumers were patient, realizing that the hotel industry suffered in 2009 and 2010, and accepted the fact that there were capital investments that were deferred," Mr. Hanson said. The industry is starting to spend again, but patience has been lost faster than capital expenditures are increasing.