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The best hotel brands in 2016

KamermeisjeHotel guests’ overall satisfaction hardly improved in 2016 according to the J.D. Power 2016 North America Hotel Guest Satisfaction Index Study. The 2 point improvement to 806 on a 1,000-point scale is much smaller than in recent years.

The study measures overall guest satisfaction across 8 hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy/budget; upper extended stay; and extended stay. Scores are based on 7 key measures in each segment: reservation; check-in/check-out; guest room; food & beverage; hotel services; hotel facilities; and cost & fees.

Interestingly, while satisfaction in most segments has remained flat, the luxury segment has improved by 12 points overall. Much of this improvement is attributed to a 20-point improvement in cost & fees. “Despite being the most expensive, this segment has been able to show guests that they are providing additional value,” says Rick Garlick from J.D. Power.

Key findings include:
* Online/mobile check-in is very unpopular: only 3% of guests use it.
Internet* Guests consider free Wi-Fi, breakfast and parking the most important amenities.
* Among guests who posted something about their stay on social media, 75% are positive and 13% are negative.

The results are based on responses from more than 63,000 guests in Canada and the USA who stayed at a hotel in North America between May 2015 and May 2016.

The following brands rank highest in guest satisfaction within their category:

Category Hotel brand Points
Luxury The Ritz-Carlton 896
Upper Upscale Omni Hotels & Resorts 856
Upscale Hilton Garden Inn 844
Upper Midscale Drury Hotels 871
Midscale Wingate by Wyndham 834
Economy/Budget Microtel Inn & Suites by Wyndham 779
Upper Extended Stay Hyatt House 856
Extended Stay Home2 Suites by Hilton 863

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