2014

J.D. Power Reports: Following Two Years of Declines, Hotel Guest Satisfaction Increases to a Seven-Year High The Ritz-Carlton; Kimpton Hotels; Hyatt Place; Holiday Inn; Drury Hotels; Microtel Inn & Suites by Wyndham; Homewood Suites and TownePlace Suites Each Rank Highest in Guest Satisfaction in Their Respective Segments

WESTLAKE VILLAGE, Calif., July 24, 2013 /PRNewswire/ -- Following two years of declines, hotel guest satisfaction has increased significantly, reaching its highest levels in the past seven years, according to the J.D. Power 2013 North America Hotel Guest Satisfaction Index StudySM released today.

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The study, now in its 17th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined within each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.[1]

Overall guest satisfaction averages 777 on a 1,000-point scale, up 20 points from 2012. This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006. Satisfaction has increased in all seven factors, with the largest increases in reservation, cost and fees, and check-in/check-out.

"The fact that guest satisfaction has turned a corner is great news for an industry that has struggled to sufficiently meet guest expectations in the past few years," said Rick Garlick, global travel and hospitality practice lead at J.D. Power. "Many hotel chains are finally benefitting from the long-term investments they have been making to improve their properties in terms of staffing, rooms and facilities. Furthermore, cost and fees satisfaction has increased while the factor has simultaneously declined in relative importance to overall satisfaction across all segments, indicating reduced price sensitivity among guests. These are all positive changes for the industry."

The study finds that the number of interactions guests have with the hotel staff may have a significant impact on satisfaction. Overall satisfaction is highest among guests who interact with four or more staff types, excluding the check-in staff, at 856, which is 79 points higher than industry average. Satisfaction drops to 724 when guests have no other interactions with staff types beyond check-in53 points below industry average.

"As hoteliers experiment with automated methods of check-in and check-out that tend to reduce the number of human touch points, it is important that they use the additional staff time gained to offer a warmer, more personalized experience for their guests," said Ramez Faza, senior manager of the global travel and hospitality practice at J.D. Power. "Hotels should never underestimate the power of the human element. Whether it's assisting a guest with a special request or a friendly greeting from staff members in the hallway, the people aspect plays a key role in guest satisfaction and loyalty."

The following hotel brands rank highest in guest satisfaction in their respective segments:

  • Luxury: The Ritz-Carlton (for a fourth consecutive year)
  • Upper Upscale: Kimpton Hotels
  • Upscale: Hyatt Place
  • Midscale Full Service: Holiday Inn (for a third consecutive year)
  • Midscale: Drury Hotels (for an eighth consecutive year[2])
  • Economy/Budget: Microtel Inn & Suites by Wyndham
  • Upper Extended Stay: Homewood Suites[3]
  • Extended Stay: TownePlace Suites

While Internet usage during a hotel stay continues to steadily increase, it remains the top problem experienced by guests. Among guests who experienced a problem during their hotel stay, 31 percent had an issue with their Internet service in terms of connection and/or speed. Interestingly, overall satisfaction among guests who experienced difficulties connecting to the Internet is 133 points lower than among those who did not have problems, whether Internet access was included in the room rate or not.

The study also finds that when guests choose a hotel primarily because of price, satisfaction is significantly lower than when they choose a hotel based on other criteria. Among the most satisfied guests overall are the 7 percent categorized in the study as scrutinizersor those who seek out information through online hotel review sites and use it as the basis for their bookingat 114 points above industry average.

"In many cases, hotel review sites play a key role in influencing guests to select one property over another, making them a powerful tool," said Garlick. "Before these sites became mainstream, guests tended to choose a property based on price, previous experiences or location. But now, armed with so much more detailed information from fellow travelers, guests can make more informed choices that ultimately result in more realistic expectations about the property. This can go a long way toward satisfaction with their stay."

For hotel guests, J.D. Power offers the following tips:

  • Make the hotel work for you. Contact the property ahead of time and ask for suggestions for things to do; have them book restaurant reservations; and get all the directions you need before you arrive.
  • If you are a frequent guest of a particular hotel, know the name of the front office manager and communicate to them ahead of your arrival to ensure they are aware of your visit. Loyalty still goes a long way in the hotel business.
  • If you have special requests, call the hotel directly, talk to the front office manager, or email them with your needs. They are usually willing to work with you when given ample time. Don't wait until you arrive to make complicated requests.
  • Don't assume all hotels are alike. Take advantage of all the information available to make an informed choice. If you know what you are getting ahead of time, you are less likely to be disappointed with your stay.

The 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013.

Customer Satisfaction Index Ranking
(Based on a 1,000-point scale)


J.D. Power.com Power Circle Ratings
For Consumers





Luxury Segment




The Ritz-Carlton

881


5

Four Seasons Hotels and Resorts

876


5

Waldorf Astoria Hotels & Resorts

846


3

JW Marriott

844


3

Luxury Segment Average

843


3

Grand Hyatt/Park Hyatt Hotels

839


3

W Hotels

830


2

Loews Hotels & Resorts

828


2

Sofitel

827


2

Fairmont Hotels & Resorts

825


2

InterContinental Hotels & Resorts

824


2





Included in the segment, but not ranked due to small sample size are Mandarin Oriental; St. Regis Hotels & Resorts; and The Luxury Collectionare Mandarin Oriental; St. Regis Hotels & Resorts; and The Luxury Collection


Upper Upscale Segment


Kimpton Hotels

845


5

Omni Hotels & Resorts

835


4

Embassy Suites Hotels

825


4

Marriott Hotels & Resorts

822


4

Renaissance Hotels

819


3

Westin Hotels & Resorts

816


3

Upper Upscale Segment Average

815


3

Hilton Hotels & Resorts

814


3

Hyatt Hotels & Resorts

811


3

Wyndham Hotels and Resorts

811


3

Sheraton Hotels & Resorts

790


2


Upscale Segment


Hyatt Place

831


5

Hilton Garden Inn

828


5

SpringHill Suites

827


5

Hotel Indigo

818


4

Aloft

817


4

Courtyard

813


3

DoubleTree by Hilton

810


3

Upscale Segment Average

809


3

Radisson

789


2

Four Points by Sheraton

782


2

Crowne Plaza Hotels & Resorts

781


2

Delta Hotels and Resorts

766


2





Mid-Scale Full Service Segment




Holiday Inn

788


5

Midscale Full Service Segment Average

758


3

Clarion

753


3

Ramada/Ramada Plaza

709


2

Howard Johnson

703


2


Mid-Scale Service Segment




Drury Hotels

858


5

Hampton Inn/Suites

834


4

Wingate by Wyndham

821


4

Fairfield Inn & Suites

820


4

Holiday Inn Express

811


4

Country Inns & Suites

801


3

Comfort Suites

792


3

Midscale Segment Average

791


3

Best Western Plus

785


3

La Quinta

783


3

Sleep Inn

774


3

AmericInn

773


3

Comfort Inn

771


3

Best Western

767


3

Baymont Inn & Suites

747


2

Quality

731


2

Ramada Limited

722


2





Economy/Budget Segment




Microtel Inn & Suites by Wyndham

756


5

Red Roof Inn

712


4

Days Inn

700


3

Super 8

698


3

Howard Johnson Express

695


3

Economy/Budget Segment Average

688


3

Americas Best Value Inn

682


3

Travelodge

677


3

Motel 6

675


3

Econo Lodge

663


3

Rodeway Inn

656


2

Knights Inn

623


2


Upper Extended Stay Segment




Homewood Suites

845


5

Hyatt House

844


5

Staybridge Suites

839


5

Upper Extended Stay Segment Average

835


3

Residence Inn

834


3

Hawthorn Suites by Wyndham

779


2





Extended Stay Segment


TownePlace Suites

819


5

Candlewood Suites

813


5

Homestead Studio Suites Hotels

748


3

Extended Stay Segment Average

748


3

Extended StayAmerica

726


2





Included in the segment, but not ranked due to small sample size are Extended Stay Deluxe; InTown Suites; Studio 6 Extended Stay; Suburban Extended Stay; and Value Place.


Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions.  The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

J.D. Power Media Relations Contacts
Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-598-1115; jperlman@brandwarepr.com

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power.  www.jdpower.com

Follow us on Twitter @jdpower

[1] The food and beverage factor is not included in the upper extended stay segment.
[2] This segment was previously called Midscale Limited Service
[3] The Upper Extended Stay segment is new to the study in 2013. Homewood Suites previously ranked highest in the Extended Stay segment.

 

SOURCE J.D. Power



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