J.D. Power ranks hotel satisfaction
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.
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.”
The study measures overall guest satisfaction across eight hotel segments.
Some key findings:
The greatest improvement in overall satisfaction was in the upper midscale segment, with a 12-point increase.
The Ritz-Carlton scored 902, up 14 points from last year and the highest for the brand in the study’s history.
Services such as check-in and check-out and food and beverage are improving at a slower rate.
Here were the hotel brands that ranked the highest in guest satisfaction in their respective segments: Luxury: The Ritz-Carlton
Upper upscale: Kimpton Hotels and Restaurants
Upscale: Hilton Garden Inn Upper midscale: Drury Hotels Midscale: Wingate by Wyndham (for the fourth consecutive year) Economy: Microtel Inn & Suites by Wyndham.