What
This year’s J.D. Power 2018 North America Hotel Guest Satisfaction Index Study shows that overall satisfaction has improved across the hotel industry. Responses were culled from more than 55,000 guests who stayed at a hotel between May 2017 and May 2018.
Why It Matters
Approval for guestrooms and facilities — especially technology such as in-room tablets — drove the overall satisfaction rating, which grew eight points to 825 on a 1,000-point scale. Meanwhile, approval of hotel services is growing at a slower pace. This includes check-in/checkout and food and beverage — factors that travel agents should consider when booking hotels for clients.
Fast Facts
- The study measures overall guest satisfaction across eight hotel segments, including luxury, upper upscale, upscale, upper midscale, midscale, economy, upper extended stay and extended stay.
- Key factors examined include reservation; cost and fees; check-in/check-out; guestroom; food and beverage; hotel facilities; and hotel services.
- Hotels brands ranking highest in guest satisfaction in their respective segments include The Ritz-Carlton (luxury, for the fourth consecutive year, with a score of 902 — the highest-ever for a brand in the study); Kimpton Hotels (upper upscale); Hilton Garden Inn (upscale, for the third consecutive year); Wingate by Wyndham (midscale, for the fourth consecutive year); Microtel Inn & Suites (economy); Staybridge Suites (upper extended stay, for the second consecutive year); and Home2 Suites by Hilton (extended stay).
What They Are Saying
“Hotels in all price ranges have exceled at ensuring their customers have a top-notch experience,” said Jennifer Corwin, associate practice lead for the global travel and hospitality practice at J.D. Power. “Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service areas, particularly when it comes to direct booking.”
The Details
J.D. Power
www.jdpower.com
