J.D. Power Survey Shows Rise In Hotel Guest Satisfaction

Travelers increasingly are satisfied with hotel performance despite higher overall costs and rising occupancy rates, according to a J.D. Power and Associates survey released today of 37,471 respondents who stayed in a hotel at least once between December 2004 and May 2005.

Compared with figures from 2004, all segments examined in the survey went up in satisfaction based on the following six criteria: checkin/checkout, guest room, food and beverage, hotel services, hotel facilities, and costs and fees.

Hilton Hotels' brands snagged the top spot in three of the six hotel segments with its midprice full-service Hilton Garden Inn, midprice limited service Hampton Inn & Suites, and its extended stay offering, Homewood Suites by Hilton. Four Seasons Hotels and Resorts, Omni Hotels and Microtel Inn & Suites round out the other three hotel tiers noted in the survey, in the luxury, upscale and budget categories, respectively.

Despite the growth of new tech-heavy amenities, the study said most travelers still prefer complimentary breakfasts, in-room refrigerators and coffee makers, pillow-top mattresses and high-speed Internet access.

"As the travel industry continues to rebound from the post-9/11 travel slump, hotel chains have benefited from the ability to invest significant funds to renovate guest rooms, enhance room amenities and improve food and beverage offerings," said Linda Hirneise, partner in the global travel and hospitality practice at J.D. Power and Associates. "The key is in adding the kinds of value-added services guests really want."