The results of the research conducted by the authors made it possible to identify current trends and develop clear ideas about consumer satisfaction with hotel services during COVID-19. The respondents were residents of Russia and Kazakhstan. The analysis showed that the majority of respondents participating in the survey are focused on domestic tourism, due to the restrictions associated with COVID-19.  The epidemiological situation has made its own adjustments not only to the choice of a particular place of accommodation by tourists, but also supplemented the list of the most important criteria for them when choosing a means of accommodation. One of the fundamental criteria determining the decision-making by tourists is the characteristic of COVID-19 safety and prevention measures.  Most travelers note the importance of having PCR tests, vaccination passports and their impact on the assessment of safety in hotels and accommodation. The study revealed that although the criterion of «COVID-19 safety and prevention measures» is defined by respondents as a very significant factor, the main criteria are still the location, cleanliness in the room, food, hospitality and competence of the hotel staff.