J.D. Power published results yesterday from their 2013 North American Hotel Satisfaction Survey and it seems that guests are happier than ever. This year’s scores were the highest since the survey methodology was updated in 2006 and up 20 points from 2012.
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
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)
- Economy/Budget: Microtel Inn & Suites by Wyndham
- Upper Extended Stay: Homewood Suites
- Extended Stay: TownePlace Suites
Two of the more interesting notes:
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 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-in–53 points below industry average.
Check out the full survey results here to see where your favorite brand ranked and other interesting findings.