Hotel guest satisfaction has reached its highest level since J.D. Power revised its methodology in 2006, according to the J.D. Power 2014 North America Hotel Guest Satisfaction Index Study released Wednesday.
The study, now in its 18th year, measures overall guest satisfaction across eight hotel segments: luxury, upper upscale, upscale, midscale full service, midscale, economy/budget, upper extended stay and extended stay. Seven key factors are examined in each segment: reservation, check-in/check-out, guestroom, food and beverage, hotel services, hotel facilities, and cost and fees.
Overall satisfaction in 2014 averaged 784 points on a 1,000-point scale, up 27 points from 2012, with significant improvement in all segments except upper extended stay and extended stay, where satisfaction remained stable. The midscale segment posted the largest year-over-year improvement, increasing by 10 points to 801, which is the first time satisfaction in the segment has surpassed 800 points.
Another overall key finding was that hotel brands perceived as being exciting and trendsetters received the highest number of positive recommendations, while those perceived as environmentally careless received the highest number of negative comments.
The following hotel brands ranked highest in guest satisfaction in their respective segments:
- Luxury: Four Seasons Hotels and Resorts
- Upper upscale: Kimpton Hotels (for a second consecutive year)
- Upscale: Hilton Garden Inn
- Midscale Full Service: Holiday Inn (for a fourth consecutive year)
- Midscale: Drury Hotels (for a ninth consecutive year)
- Economy/Budget: Microtel Inn & Suites by Wyndham (for a second consecutive year)
- Upper extended stay: Homewood Suites by Hilton (for a second consecutive year)
- Extended stay: Candlewood Suites
The 2014 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June 2013 and May 2014 from more than 67,000 guests in Canada and the United States who stayed at a hotel in North America between May 2013 and May 2014.