Tourists critical of service standards

 

Acute skills shortages in the tourism and hospitality sector in recent times have had an adverse effect on service levels, according to the CERT survey.

More than 10 per cent of tourists surveyed said the service received by them failed to meet their expectations, with levels of satisfaction lowest among domestic tourists.

A total of 11 per cent of domestic tourists and 9 per cent of overseas tourists thought that accommodation was worse than expected, while 20 per cent of Irish tourists and 9 per cent of overseas tourists viewed eating out as worse than expected.

However, 38 per cent of Irish and 39 per cent of overseas tourists rated accommodation as better than expected, while 31 per cent of Irish and 36 per cent of overseas tourists thought that eating out was better than expected.

When it came to tourist attractions, 10 per cent of Irish and 6 per cent of overseas tourists said they were worse than expected, while 36 per cent of Irish and 42 per cent of overseas tourists rated them as better than expected. "There are also growing concerns with the value for money aspect of the tourism product," said CERT chief executive, Mr Shaun Quinn. "These findings tend to support the need to focus on raising standards while also remaining cost competitive."

Another concern expressed by tourists was that the service received was not as friendly or as warm as expected. CERT chairman Mr Eamonn McKeon said there was anecdotal evidence to support this view.