2015 North America Hotel Guest Satisfaction Index Study | J.D. Power | Carlomaria Grassi

The
19^th annual
study, released some days ago, measured guest satisfaction across eight hotel
segments, while ranking hotel brands by segment. The overall satisfaction score
among all segments was 804, up 20 points from 2014. It’s the first time in the
study's history that satisfaction has surpassed the 800-point mark. The hotel
brands most responsible for the high score include Ritz-Carlton (ranked best
among luxury brands), Omni Hotels & Resorts (upper-upscale), Hyatt Place
(upscale), Drury Hotels (upper midscale, ninth year in a row), Wingate by
Wyndham (midscale), Microtel Inn & Suites by Wyndham (economy/budget, third
year in a row), Homewood Suites by Hilton (upper extended stay, third year in a
row) and Candlewood Suites (extended stay, second consecutive year). The study’s
guest satisfaction score - calculated on a 1,000-point score - is predicated on
seven key factors: reservation; check-in/check-out; guest room; food and
beverage; hotel services; hotel facilities; and cost and fees. According to the
study, there was a 20 percent reduction in guest complaints from 2014, the
lowest incidence since 2006. One of the greatest factors in the change? Staff
members smiled more... and that's very important        # 2015 North America Hotel Guest Satisfaction Index Study | J.D. Power