J.D. Power Reports: Hotel Satisfaction Reaches Record High; Gen Y Guests Are More Critical But Not Necessarily Less Loyal Four Seasons Hotels and Resorts; Kimpton Hotels; Hilton Garden Inn; Holiday Inn; Drury Hotels; Microtel Inn & Suites by Wyndham; Homewood Suites by Hilton; and Candlewood Suites Each Rank Highest in Guest Satisfaction in Their Respective Segments

WESTLAKE VILLAGE, Calif., July 16, 2014 /PRNewswire/ -- Hotel guest satisfaction has reached its highest level since J.D. Power revised its methodology in 2006, according to the J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM released today.

The study, now in its 18th 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 in each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.

Overall satisfaction in 2014 averages 784 points on a 1000-point scale, up 27 points from 2012, with significant improvement in all segments except upper extended stay and extended stay, where satisfaction remains stable. The midscale segment posts the largest year-over-year improvement, increasing by 10 points to 801, which is the first time satisfaction in the segment has surpassed 800 points. 

The study finds that Gen Y guests[1] (Millennials) are more critical of their hotel stay but, despite popular sentiment, not necessarily less loyal. Among Gen Y guests whose stay at the hotel they evaluated was their first experience with the brand, overall satisfaction is 29 points lower than among those who have a previous experience with the brand they evaluated (758 vs. 787, respectively).

"By improving the brand experience for first-time Gen Y guests, there is a substantial opportunity for hotels to gain a pool of satisfied, committed guests who will be loyal for years to come," said Rick Garlick, global travel and hospitality practice lead at J.D. Power. "We also find that satisfaction is more than 300 points lower among Gen Y guests who have a low opinion of staff than among Gen Y guests who have a high opinion of the hotel staff, while that difference is much smaller among those in other generation groups.  Hoteliers have the opportunity to improve both satisfaction and loyalty rates by simply focusing on improving their staff interactions with Gen Y guests."

KEY FINDINGS

  • Hotel brands that are perceived as being exciting and trendsetters receive the highest number of positive recommendations, while those perceived as environmentally careless receive the highest number of negative comments. 
  • The proportion of Price Buyers—hotel guests who select their hotel brand primarily based on price—has fallen by a significant 7 percentage points from 2013 (19% vs. 12%, respectively). Price Buyers are among the least satisfied of the guest groups.
  • The proportion of Scrutinizers—those who thoroughly research their hotel choices through online travel review sites and other sources—has increased to 10 percent in 2014 from 7 percent last year. Notably, the Scrutinizer group has the largest number of highly committed guests to a hotel brand.
  • Among all the problems experienced by guests, rooms that are not clean has the greatest negative impact on satisfaction (213 points). 
  • Challenges with Internet connectivity remain twice as prevalent as any other guest problem. The negative impact of these problems is relatively consistent regardless of whether Internet access is complimentary or guests have to pay an additional fee for it.

Hotel Segment Rankings

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

  • Luxury: Four Seasons Hotels and Resorts
  • Upper Upscale: Kimpton Hotels (for a second consecutive year)
  • Upscale: Hilton Garden Inn
  • Midscale Full Service: Holiday Inn (for a fourth consecutive year)
  • Midscale: Drury Hotels (for a ninth consecutive year)
  • Economy/Budget: Microtel Inn & Suites by Wyndham (for a second consecutive year)
  • Upper Extended Stay: Homewood Suites by Hilton (for a second consecutive year)
  • Extended Stay: Candlewood Suites

Customer Satisfaction Index Ranking



J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)



For Consumers





Luxury Segment




Four Seasons Hotels and Resorts


886

5

The Ritz-Carlton


879

4

Waldorf Astoria Hotels & Resorts


854

3

Luxury Average


849

3

JW Marriott


846

3

InterContinental Hotels & Resorts


845

3

Fairmont Hotels & Resorts


842

3

Grand Hyatt/Park Hyatt Hotels


831

2

W Hotels


830

2

Loews Hotels & Resorts


827

2

Included in this segment but not ranked due to small sample size are Andaz, Mandarin Oriental, Sofitel, St. Regis Hotels & Resorts, The Luxury Collection and Viceroy Hotels & Resorts

Upper Upscale Segment

Kimpton Hotels







847

5

Omni Hotels & Resorts







843

5

Embassy Suites Hotels







830

4

Marriott Hotels & Resorts







830

4

Renaissance Hotels







828

4

Hyatt Hotels & Resorts







821

3

Upper Upscale Average







819

3

Hilton Hotels & Resorts







818

3

Westin Hotels & Resorts







809

3

Wyndham Hotels and Resorts







805

2

Sheraton Hotels & Resorts







795

2

Included in this segment but not ranked due to small sample size is Joie de Vivre

Upscale Segment

Hilton Garden Inn







836

5

Hotel Indigo







835

5

Hyatt Place







832

5

SpringHill Suites







828

4

Aloft







822

4

Upscale Average







815

3

Courtyard







814

3

DoubleTree by Hilton







814

3

Delta Hotels and Resorts^







800

2

Radisson







794

2

Crowne Plaza Hotels & Resorts







791

2

Coast Hotels







784

2

Four Points by Sheraton







778

2

^Delta Hotels and Resorts will be included in the upper upscale segment in 2015.

Mid-Scale Full Service Segment

Holiday Inn







793

5

Midscale Full Service Average







765

3

Clarion







756

3

Ramada/Ramada Plaza







723

3

Howard Johnson







721

2

Mid-Scale Service Segment

Drury Hotels










855

5

Hampton Inn/Suites










835

4

Holiday Inn Express










816

4

Fairfield Inn & Suites










815

4

Country Inns & Suites










810

3

Midscale Average










801

3

Comfort Suites










797

3

Wingate by Wyndham










796

3

Best Western Plus










791

3

La Quinta Inns & Suites










790

3

Sleep Inn










782

3

Comfort Inn










774

2

Best Western










772

2

AmericInn










764

2

Baymont Inn & Suites










750

2

Quality










748

2

Ramada Limited










726

2

Economy/Budget Segment

Microtel Inn & Suites by Wyndham





751

5

Red Roof Inn





723

4

Days Inn





710

4

Economy/Budget Average





697

3

Super 8





697

3

Howard Johnson Express





695

3

Travelodge





694

3

Americas Best Value Inn





692

3

Econo Lodge





691

3

Motel 6





690

3

Rodeway Inn





652

2

Knights Inn





645

2

Upper Extended Stay Segment

Homewood Suites by Hilton







843

5

Upper Extended Stay Average







836

3

Hyatt House







834

3

Residence Inn







834

3

Staybridge Suites







832

2

Extended Stay Segment

Candlewood Suites







804

5

TownePlace Suites







802

5

Hawthorn Suites by Wyndham







797

5

Extended Stay Average







752

3

Extended StayAmerica







722

2

Included in this segment but not ranked due to small sample size are 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

The 2014 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June 2013 and May 2014 from more than 67,000 guests in Canada and the United States who stayed at a hotel in North America between May 2013 and May 2014.

Media Relations Contacts
Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-317-3070; jperlman@brandwarepr.com

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com 
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info 
About McGraw Hill Financial www.mhfi.com 

[1] J.D. Power defines Gen Y as those born between 1977 and 1996.

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SOURCE J.D. Power



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