JD Power: Following Two Years of Declines, Hotel Guest Satisfaction Increases to a Seven-Year High

JD Power LogoThe new JD Power 2013 North America Hotel Guest Satisfaction Index Study has just been released.  After two years of declines, hotel guest satisfaction increases to a seven-year high.  From the press release:

Overall guest satisfaction averages 777 on a 1,000-point scale, up 20 points from 2012. This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006. Satisfaction has increased in all seven factors, with the largest increases in reservation, cost and fees, and check-in/check-out.  

“The fact that guest satisfaction has turned a corner is great news for an industry that has struggled to sufficiently meet guest expectations in the past few years,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “Many hotel chains are finally benefitting from the long-term investments they have been making to improve their properties in terms of staffing, rooms and facilities. Furthermore, cost and fees satisfaction has increased while the factor has simultaneously declined in relative importance to overall satisfaction across all segments, indicating reduced price sensitivity among guests. These are all positive changes for the industry.”

Once again, The Ritz-Carlton claimed the top spot for the luxury brands.  Here are the top-ranking hotels by division:

— Luxury: The Ritz-Carlton (for a fourth consecutive year)
— Upper Upscale: Kimpton Hotels
— Upscale: Hyatt Place
— Midscale Full Service: Holiday Inn (for a third consecutive year)
— Midscale: Drury Hotels (for an eighth consecutive year[2])
— Economy/Budget: Microtel Inn & Suites by Wyndham
— Upper Extended Stay: Homewood Suites[3]
— Extended Stay: TownePlace Suites

JD Power

Top hotels in the Luxury Segment:

  • The Ritz-Carlton
  • Four Seasons Hotels and Resorts
  • Waldorf Astoria Hotels and Resorts
  • JW Marriott
  • Grand Hyatt/Park Hyatt Hotels
  • W Hotels
  • Loews Hotels & Resorts
  • Sofitel
  • Fairmont Hotels & Resorts
  • InterContinental Hotels & Resorts

Top hotels in the Upper Upscale Segment:JW Power 2

  • Kimpton Hotels
  • Omni Hotels & Resorts
  • Embassy Suites Hotels
  • Marriott Hotels & Resorts
  • Renaissance Hotels
  • Westin Hotels & Resorts
  • Hilton Hotels & Resorts
  • Hyatt Hotels & Resorts
  • Wyndham Hotels & Resorts
  • Sheraton Hotels & Resorts

For a full list and all of the scores, check out the full press release.

Source:  JD Power 2013 Hotel Rankings