One fine body…
July 24, 2019
Quality of Sleep Is Significant Opportunity for North American Hotels, J.D. Power Finds
Fewer Than 30% of Hotel Guests Experience “Better Than Expected” Night’s Sleep
"Delivering a superior sleep experience - from the quality of the bed, linens and pillows to the ambient sound and temperature of the room - is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests," said Jennifer Corwin, Senior Manager of Consumer Insights for Travel & Hospitality Intelligence at J.D. Power. "Of all the discrete variables of the hotel guest experience we measure, a better-than-expected night's sleep is the one with the potential to drive the highest levels of overall guest satisfaction for those hotels that can deliver."
Now in its 23rd year, the North America Hotel Guest Satisfaction Index Study was redesigned this year to incorporate much deeper guest profiling information and extended coverage of the full hotel customer journey, including the path to purchase, pre-stay communications and post-stay communications. The study also now includes property-level information throughout North America, updated food and beverage metrics and inclusion of vacation rental utilization metrics.
Following are some key findings of the 2019 study:
The following hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: The Ritz-Carlton (for a fifth consecutive year)
Upper Upscale: Hard Rock Hotel
Upscale: Best Western Premier
Upper Midscale: Drury Hotels (for a 14th consecutive year)
Midscale: Wingate by Wyndham (for a fifth consecutive year)
Economy: Microtel by Wyndham (for a second consecutive year)
The 2019 North America Hotel Guest Satisfaction Index Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 85 officially ranked brands in six market segments. This year’s study is based on responses from approximately 44,890 guests who stayed at a hotel between June 2018 and May 2019.
Copyright 2019 J.D. Power. All rights reserved. From https://www.jdpower.com.
To view the Internet Travel Monitor Archive, click https://www.tripinfo.com/itm.
To view all articles, check out the Internet Travel Monitor Archive