Hotel guest satisfaction scores reached a record high in the J.D. Power 2015 North America Hotel Guest Satisfaction Index Study, released Wednesday. The overall satisfaction score was 804 (on a 1,000-point scale), up a full 20 points over last year's results; it's the first time the overall score surpassed 800. Meanwhile, the number of guests who reported having experienced a problem during a stay was down 20 percent from last year, the lowest such score since 2006.
The study, which J.D. Power has conducted for the past 19 years, looks at seven factors in assessing overall satisfaction scores: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities, and cost and fees. Performance is calculated by chain segment, which includes luxury, upper upscale, upscale, upper midscale, midscale, economy/budget, upper extended stay and extended stay.
The highest-ranking brands by segment were:
• Luxury: Ritz-Carlton
• Upper upscale: Omni Hotels & Resorts
• Upscale: Hyatt Place
• Upper midscale: Drury Hotels (previously ranked highest in the midscale segment for nine consecutive years)
• Midscale: Wingate by Wyndham
• Economy/budget: Microtel Inn & Suites by Wyndham (third consecutive year)
• Upper extended stay: Homewood Suites by Hilton (third consecutive year)
• Extended stay: Candlewood Suites (second consecutive year)
For complete scores by brand, click here.