Published On: Wed, Jul 15th, 2015

Complete list: Hotel Guest Satisfaction Ratings of all major brands

hotel-loyalty-and-reward-program-features-and-benefits-prove-key-to-member-satisfaction-regardless-of-the-number-of-hotel-brand-locationsHotel guest satisfaction has risen to a record high, while the number of guests experiencing problems during their stay has dropped significantly, according to the J.D. Power 2015 North America Hotel Guest Satisfaction Index StudySM released today.

The study, now in its 19th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale1; 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. Satisfaction is calculated on a 1,000-point scale.

Overall satisfaction in 2015 reaches an all-time high with a score of 804, up 20 points from 2014. This is the first time satisfaction has surpassed the 800-point mark. The record-high performance is driven by a significant 20 percent reduction from 2014 in the number of guests who report experiencing a problem during their stay, the lowest incidence since 2006. Staff interactions with guests have a great impact on mitigating problems. There is a 50 percent reduction in the average number of problems experienced when staff members greet guests with a smile “all the time,” compared to when guests are only greeted with a smile “sometimes.”

Hotels have an opportunity to substantially improve satisfaction by proactively addressing guest needs. While service recovery is often emphasized as a strategy to regain guest loyalty, it’s even more important to prevent problems from occurring in the first place, which is underscored by a 310-point satisfaction gap between guests who say they “strongly agree” that the hotel staff anticipated their needs and those who “strongly disagree” with this statement (912 vs. 602, respectively).

“Hotels that proactively meet guest needs have the ability to create a positive guest experience,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “While service recovery is extremely important in the hotel industry, it’s most effective when the entire guest experience is a positive one. Hotel staff members need to maintain a proper balance between proactively addressing needs and responding to problems effectively. Doing so can help guests feel good about their selection of the hotel brand and increase the likelihood they will return for another stay or recommend it to others.”

KEY FINDINGS

Among hotel guests who are “delighted” with their experience (an overall satisfaction rating of 10 on a 10-point scale), 80 percent say they “definitely will” recommend the brand to a friend, relative or colleague, compared with only 2 percent of those who are “disappointed” (ratings of 5 or below). Additionally, among hotel guests who are “delighted,” 66 percent say they “definitely will” stay again, compared with only 4 percent of those who are “disappointed.”
There is a strong relationship between guests’ perceptions of how well the hotel brand meets their needs and overall satisfaction. Among Scrutinizers—guests who thoroughly research their hotel choice to ensure it meets their specific needs—56 percent say the hotel brand they selected was “perfect for them.” Satisfaction among Scrutinizers is 898, which is the highest among all guest groups. In comparison, among Price Buyers—guests who select their hotel based primarily on price—only 15 percent say the hotel brand they selected was “perfect for them.” Satisfaction among Price Buyers is 740, the lowest among all groups.

Hotel Segment Rankings

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

Luxury: The Ritz-Carlton
Upper Upscale: Omni Hotels & Resorts
Upscale: Hyatt Place
Upper Midscale: Drury Hotels (previously ranked highest in the Midscale segment for 9 consecutive years)
Midscale: Wingate by Wyndham
Economy/Budget: Microtel Inn & Suites by Wyndham (for a third consecutive year)
Upper Extended Stay: Homewood Suites by Hilton (for a third consecutive year)
Extended Stay: Candlewood Suites (for a second consecutive year)
The 2015 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June 2014 and May 2015 from more than 62,000 guests in Canada and the United States who stayed at a hotel in North America between May 2014 and May 2015.

Overall Customer Satisfaction Index Rankings
J.D. Power.com Power Circle RatingsTM
(Based on a 1,000-point scale)
 For Consumers
Luxury
The Ritz-Carlton
892
5
Four Seasons Hotels and Resorts
875
4
JW Marriott
869
4
Waldorf Astoria Hotels & Resorts
857
3
Luxury Average
857
3
InterContinental Hotels & Resorts
850
3
Loews Hotels & Resorts
850
3
Fairmont Hotels & Resorts
849
3
Grand Hyatt/Park Hyatt Hotels
843
2
W Hotels
840
2

Included in this segment but not ranked due to small sample size are Andaz, Conrad Hotels & Resorts, Mandarin Oriental, Sofitel, St. Regis Hotels & Resorts, The Luxury Collection, Trump Hotel Collection and Viceroy Hotels & Resorts.
Upper Upscale
Omni Hotels & Resorts
860
5
Embassy Suites Hotels
846
4
Kimpton Hotels
844
4
Marriott Hotels & Resorts
843
4
Renaissance Hotels
841
3
Hilton Hotels & Resorts
838
3
Hyatt Hotels & Resorts
838
3
Upper Upscale Average
837
3
Delta Hotels and Resorts
832
3
Westin Hotels & Resorts
832
3
Wyndham Hotels and Resorts
827
2
Sheraton Hotels & Resorts
816
2
Included in this segment but not ranked due to small sample size is Joie de Vivre.
Upscale
Hyatt Place
847
5
Hilton Garden Inn
846
5
SpringHill Suites
840
4
Hotel Indigo
839
4
Courtyard
833
3
Upscale Average
833
3
DoubleTree by Hilton
830
3
Coast Hotels & Resorts
827
3
Crowne Plaza Hotels & Resorts
825
2
Aloft
822
2
Radisson
814
2
Four Points by Sheraton
811
2
Upper Midscale
Drury Hotels
885
5
Hampton Inn/Suites
844
4
Fairfield Inn & Suites
834
4
Holiday Inn Express
831
3
Country Inns & Suites
825
3
Comfort Suites
822
3
Upper Midscale Average
822
3
Holiday Inn
815
3
Best Western Plus
801
3
Comfort Inn
796
2
Clarion
785
2
Ramada Plaza
768
2
Midscale
Wingate by Wyndham
834
5
AmericInn
822
4
Sleep Inn
819
4
La Quinta Inns & Suites
806
4
Best Western
797
4
Midscale Average
787
3
Baymont Inn & Suites
773
3
Red Lion
773
3
Quality
771
3
Ramada
757
2
Howard Johnson
741
2
Economy/Budget
Microtel Inn & Suites by Wyndham
769
5
Red Roof Inn
746
4
Howard Johnson Express
743
4
Super 8
742
4
Americas Best Value Inn
741
4
Days Inn
739
4
Econo Lodge
728
3
Economy/Budget Average
728
3
Travelodge 
709
2
Motel 6
703
2
Rodeway Inn
692
2
Knights Inn
677
2
Upper Extended Stay
Homewood Suites by Hilton
857
5
Staybridge Suites
853
3
Upper Extended Stay Average
852
3
Residence Inn
850
3
Hyatt House
835
2
Extended Stay
Candlewood Suites
829
5
TownePlace Suites
821
5
Hawthorn Suites by Wyndham
801
4
Extended Stay Average
763
3
Extended StayAmerica
736
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