There are eight categories of hotel chains in the J.D. Power satisfaction rating, and those eight winners are...
There are few industries where customer satisfaction is so immediate more than the hotel industry.
If you have a bad room, you let the front desk know immediately. If you don’t like your view, if you don’t like to be near the elevator, if you don’t like the plushness of the towels, you say something right away.
And, thanks to social media, your dissatisfaction is expressed to both the hotel chain executives and to the world.
J.D. Power evaluates hotel guest satisfaction on a chain-by-chain basis every year, and in 2015 found that the overall satisfaction rating grew from the previous year. Using a scale based on responses from 62,000 hotel guests in Canada and the United States who stayed in hotels between May of 2014 and May of 215, the rating of 804 on a 1,000-point scale was the first to top the 800-mark in the 19 years of the study.
The rating is based on considerations from the start of the hotel stay process to the end, including reservations, chick-in, check out, food and beverage options, services, facilities, costs and fees.
The hotels were segmented into luxury, extended stay, midscale, upper midscale, upscale and upper upscale, and budget categories.
With the score reaching an all-time high, several categories also reached highs, including the number of problems experienced with staff members and their attitudes. There was also an increase in the percentage of guests who felt the hotel anticipated their needs properly.
"Hotels that proactively meet guest needs have the ability to create a positive guest experience," said J.D. Power global travel and hospitality lead Rick Garlick. "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."
There was less satisfaction among hotel guests who picked hotels based solely on rate than among guests who picked hotels based on the services they provide.
The Ritz-Carlton earned top honors among luxury hotels, while Omni Hotels & Resorts won for upper upscale category. Hyatt Place won the upscale competition, while Drury Hotels earned the top honor in upper midscale as it moved up a category from midscale. Wingate by Wyndham is the top midscale hotel, while Microtel Inn & Suites by Wyndham earned the top economy/budget category.
Among extended stay hotels, Homewood Suites by Hilton was the top hotel for upper extended stay, and Candlewood Suites won for extended stay.
In the Upscale category, Hilton Garden Inns matched Hyatt Place with a five-star rating for overall satisfaction. TownePlace Suites also had a five-star rating in the extended stay category.
Kent McDill is a staff writer for Millionaire Corner. McDill spent 30 years as a sports writer, working for United Press International and the Daily Herald of Arlington Heights, Ill. From 1988-1999, he covered the Chicago Bulls for the Daily Herald, traveling with them every day through the nine-month season. He also covered the Bulls for UPI from 1985-88, and currently covers the team for www.nba.com. He has written two books on the Bulls, including the new title “100 Things Bulls Fans Should Know And Do Before They Die’, published by Triumph Books. In August 2013, his new book “100 Things Bears Fans Should Know And Do Before They Die” gets published.
In 2008, he resigned from the Herald and became a freelance writer. The Herald hired him to write business features and speeches for the Daily Herald Business Conferences and Awards presentations.
McDill also writes a monthly parenting column for the Herald’s Suburban Parent magazine.
McDill is the father of four children, and an active fan of soccer, Jimmy Buffett and all things Disney.