J.D. POWER: HERE ARE THE HOTELS THAT SATISFY GUESTS THE MOST

Hotels are making their customers much happier across the board, especially when it comes to rooms and facilities, according to J.D. Power’s 2018 North America Hotel Guest Satisfaction Index released Tuesday.

Out of a 1,000-point scale, overall satisfaction with the hotel industry increased eight points to 825.

“Hotels in all price ranges have excelled at ensuring their customers have a top-notch experience,” says 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 in its 22nd year, the study measures overall guest satisfaction across eight hotel segments, from economy to extended stay to luxury. It looks at key factors such as reservations, check-in/check-out, guest rooms, food and beverage, hotel services, hotel facilities, and cost and fees.

Some key findings:

Here were the hotel brands that ranked the highest in guest satisfaction in their respective segments:

 

This year’s study analyzed 70 officially ranked brands in eight market segments. It was based on responses from about 55,000 people who stayed at a hotel between May 2017 and May 2018.

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