Hotel guest satisfaction at seven-year high, says J.D. Power


Guest satisfaction at hotels in North America reached the highest level in seven years, according to a J.D. Power and Associates survey.

Hotel operators appear to have made strides in customer-enhancing technological advancements while holding room rates steady in order to boost occupancy, said J.D. Power.

The guest-satisfaction score of 777 was the highest since J.D. Power enacted its current method of scoring in 2006.

Guests were particularly happy with improvements in the reservation and check-in/check-out processes as well as with the relative costs and fees associated with their stays.

Ritz-Carlton, Holiday Inn and Drury Hotels maintained their stronghold in their sectors, while Kimpton and Hyatt Place were among the brands rising to the top of their categories.

Ritz-Carlton edged out Four Seasons to take the top spot among luxury hotels for the fourth straight year. Drury topped the midscale select-service sector for the eighth straight year, while Holiday Inn for the third straight year took top midscale full-service brand.

As for the newcomers, Kimpton led the upper-upscale sector, while Hyatt Place topped the upscale sector.

Microtel Inn & Suites led the economy sector, while Homewood Suites by Hilton and TownePlace Suites were rated best for the upper extended stay and extended stay sectors, respectively.

Follow Danny King on Twitter @dktravelweekly.


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