Overall guest satisfaction for the hotel industry is up year over year in North America, and the greatest increase came in the upper-midscale segment, according to the J.D. Power 2018 North America Hotel Guest Satisfaction Index Study.
On a 1,000-point scale, the overall industry scored 825, an eight-point improvement on last year's rating. The upper-midscale segment posted a 12-point gain, while luxury, upper-upscale, upscale and midscale saw seven-point increases and upper-extended-stay, extended-stay and economy turned in six-point gains.
"Hotels in all price ranges have exceled at ensuring their customers have a top-notch experience," J.D. Power associate practice lead for global travel and hospitality Jennifer Corwin said in a press release."Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark." Corwin said the next frontier of guest satisfaction is service, "particularly when it comes to direct booking."
The study, now in its 22nd year, examined 55,000 guest responses to more than 150 questions in seven areas: reservations, check-in/check-out, guest rooms, food and beverage, hotel services, hotel facilities and cost and fees. Each respondent stayed at a hotel between May 2017 and May 2018. The survey was fielded between June 2017 and May 2018.
Brand Results for J.D. Power's Survey
Ritz-Carlton topped the luxury tier for the fourth consecutive year, scoring 902 on a 1,000-point scale, a 14-point year-over-year improvement and the highest score for any brand in the study's history. Other top finishers included Four Seasons Hotels & Resorts (896) and JW Marriott (893). InterContinental Hotels & Resorts (861), W Hotels (859) and Grand Hyatt (851) scored lowest in the tier.
In the upper-upscale tier, Kimpton secured the top score (872), followed by Omni Hotels & Resorts (870) and Marriott Hotels & Resorts (864). Hotel Indigo (844), Sheraton Hotels & Resorts (833) and Delta Hotels and Resorts (831) scored lowest.
Hilton Garden Inn (867) led the upscale tier for the third consecutive year, followed by Hyatt Place (861) and Courtyard by Marriott (858). Last year's second-place finisher, Aloft (827), tumbled toward the bottom of the heap, joined by Four Points by Sheraton (825) and Radisson (821).
Upper-midscale Drury Hotels earned the top spot in its tier for the 13th consecutive year, scoring 895, which is 15 points better than last year and more than 30 points higher than any other brand in the segment. Fairfield Inn & Suites and Hampton by Hilton tied for the second-place slot with a score of 861. Comfort Inn (823) and Red Lion Hotels (779) finished lowest.
Wingate by Wyndham (841) scored highest in the midscale segment for the fourth consecutive year, followed closely by La Quinta Inns & Suites (839), which Wyndham recently acquired, and then Best Western (834). Quality Inn (788) and Ramada (783) scored lowest.
Microtel Inn & Suites by Wyndham (791) topped the economy segment, besting second-place finisher Americas Best Value Inn (764) by more than 25 points. Rodeway Inn (709) and Knights Inn (669) finished at the bottom of the segment.
In the extended-stay tiers, Staybridge Suites (867) earned the highest score among upscale brands and Home2 Suites by Hilton topped the midscale brands (860). Residence Inn (855) was the lowest scorer among upscale brands, and Extended Stay America (756) was the lowest among midscale brands but nevertheless improved on last year's score by 20 points.
RELATED: 2017 J.D. Power Results