Guest satisfaction with North American
hotels, as measured by J.D. Power, rose to a record high this year, while the
number of guests who experienced problems decreased significantly, the company
reported.
J.D. Power’s 2015 North American Hotel
Guest Satisfaction Index Study recorded a satisfaction score of 804 on a
1,000-point scale, up 20 points from 2014. Guests who experienced problems
decreased 20 percent from 2014, reaching the lowest level since J.D. Power
adopted its current methodology in 2006.
The study, based on responses from more
than 62,000 guests in Canada and the United States who stayed at North American
hotels between May 2014 and May 2015, determines satisfaction through seven
factors: reservations, the check-in/check-out process, rooms, food and beverage
services, hotel services, hotel facilities and cost and fees.
Brand
Results
Marriott International’s Ritz-Carlton
scored the highest, 892, in the luxury tier. Four Seasons Hotels (875) and JW
Marriott (869) also scored above average for the luxury tier. Grand Hyatt/Park
Hyatt (843) and W Hotels (840) scored lowest in the tier.
In the upper-upscale tier, Omni Hotels
& Resorts earned the top rating, 860. Other high scorers included Embassy
Suites (846), Kimpton (844) and Marriott Hotels & Resorts (843). Wyndham
Hotels and Resorts (827) and Sheraton (816) took the bottom slots.
Hyatt Place (847) and Hilton Garden Inn
(846) led the upscale tier, and SpringHill Suites (840) and Hotel Indigo (839)
trailed close behind. The lowest scoring brands in the segment included Crowne
Plaza (825), Aloft Hotels (822), Radisson (814) and Four Points by Sheraton
(811).
In the upper-midscale segment, Drury
Hotels, which has shifted from midscale since 2014, earned the highest score,
885, more than 40 points above any other brand in the segment. Other high
scorers in the tier included Hampton by Hilton (844) and Fairfield Inn &
Suites (834). Comfort Inn (796), Clarion (785) and Ramada Plaza (768) scored
lowest.
Wingate by Wyndham (834) scored highest
in the midscale segment, followed by AmericInn (822) and Sleep Inn (819). The
lowest scorers in the tier were Ramada Worldwide (757) and Howard Johnson
(741).
In the extended-stay tier, Homewood
Suites by Hilton (857) earned the highest score among upscale brands for the
third year in a row, and Candlewood Suites was the top-rated midscale brand for
the second year in a row. Hyatt House (835) was the lowest scorer among upscale
brands, and Extended Stay America (736) was the lowest among midscale brands.
In the economy tier, Microtel Inn &
Suites by Wyndham (769) ranked highest for the third consecutive year. Red Roof
Inn (746), Howard Johnson Express (743), Super 8 (742) and America’s Best Value
Inn (741) also scored above average. The lowest-scoring economy brands were
Rodeway Inn (692) and Knights Inn (677).