CFA: Unhappy hotel guests

EAST PROVIDENCE, R.I. (WPRI) - When you check into a hotel, consumers expect certain amenities, but according to a new survey, that isn't always the case.

Hotel guests across the country aren't happy, especially when it comes to surfing the web during their stay.

According to the latest numbers collected by JD Power and Associates, overall consumer satisfaction with hotels is down across the board.

Topping the list of complaints in the 2012 North America Hotel Guest Satisfaction Index Study is additional costs and fees for internet access.

Part of the problem stems from a surge in internet use.

The study reports the number of hotel guests using the internet during their stay has jumped from 20-percent in 2006 to 55-percent in 2011.

With that increase, comes more customers expecting free internet.

JD Power officials say when guests learn they have to pay, or internet speeds aren't up to par, they become less satisfied with their stay.

Hotels who bucked the trend, and received the highest satisfaction rate included the Ritz Carlton, Omni Hotels, Hilton Garden Inn, and Holiday Inn.