These Hotels Just Ranked Highest In Customer Satisfaction — See The List
New research from the North America Hotel Guest Satisfaction Index from firm J.D. Power reveals insights of how travelers have ranked hotel chains based on their own experiences at properties across the continent.
Michael Kleinberg/Courtesy of The Ritz-Carlton NoMad, New York
Despite rising prices, hotel guests are looking for luxury, according to a new ranking.
New research from the North America Hotel Guest Satisfaction Index from firm J.D. Power reveals insights of how travelers have ranked hotel chains based on their own experiences at the property.
The top luxury property brand was The Luxury Collection, which is a part of Marriott, and includes popular hotels such as The Phoenician in Scottsdale, The Gwen in Chicago, and the Hotel Imperial in Vienna. The Ritz-Carlton was the second most popular luxury brand, followed by Hilton's Waldorf Astoria.
“Overall satisfaction is steady or has increased year over year in the luxury and upper upscale hotel categories, even though these categories have seen some of the sharpest increases in average room rates,” the report shared.
The index was built by nearly 40,000 guest surveys between May 2023 and May 2024, with an index focused on guest room quality, hotel staff, and value.
Within the ‘Upper Upscale’ category, Margaritaville Hotels & Resorts, Kimpton, and Hyatt Centric took the top three spots. The ‘Upscale’ category includes Element, AC Hotels by Marriott, and Best Western Premier.
Other highly ranked brands in other categories included Hyatt House, Staybridge Suites, Homewood Suites by Hilton, Drury Hotels, and Home2 Suites.
The Microtel Inn & Suites by Wyndham took the leading satisfaction ranking in the 'Economy' category.
“With post-pandemic travel prices still elevated, it is not surprising that hotel guests say they are taking fewer trips, on average. Yet, those hotel guests are staying longer on their trips, and this puts a real focus on the hotel property for everything from room cleanliness and facilities maintenance to interactions with front desk personnel,” J.D. Power's Hospitality Practice Lead Andrea Stokes said in the release.
The ranking agency has previously published reports on other areas of travel. In May, Southwest Airlines ranked as the top economy airline, and Delta Air Lines ranked as the top airline in first, business, and premium economy categories.
In 2023, the agency's satisfaction survey ranked Detroit Metropolitan Wayne County Airport as the top "mega" airport, and Tampa International Airport (TPA) as the top "large" airport.
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