Satisfaction criteria of short-break leisure travellers

This paper reports on a research undertaken with leisure travellers (n=58) in the over-45 years age category, while they were staying on short breaks within 5 three-star hotels in the highlands of Scotland, UK. The importance placed by respondents on various attributes of the hotels, the outdoor environment, and available local tourist information, were elicited through group discussions. The research found that in the short-break market, the outdoor environment and the whole booking process allow discrimination between different destinations/hotels. However, the quality of the accommodation and the perceived value for money are the factors that are most important with regard to customer satisfaction.