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As Industry Begins to Rebound from Downturn, Satisfaction
 with Hotels Increases Notably

The Ritz-Carlton, Omni Hotels, Drury Inn & Suites, Hilton Garden Inn, Homewood Suites
 and Microtel Inns & Suites Rank Highest in Customer Satisfaction



WESTLAKE VILLAGE, Calif., July 27, 2010 - As the hotel industry begins to recover from the economic downturn, overall satisfaction among hotel guests has improved considerably from 2009, according to the J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index Study(SM) released today.

Now in its 14th year, the study measures overall hotel guest satisfaction across six hotel segments: luxuryupscalemid-scale full servicemid-scale limited serviceeconomy/budget and extended stay. Seven key measures are examined within each segment to determine overall satisfaction: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.

Each of the six segments has improved in satisfaction in 2010, compared with 2009, with extended stay properties and mid-scale full service hotels demonstrating the greatest gains. Across all segments, satisfaction with the costs and fees, reservations and guest room measures improve most notably.

"Many hotel chains were able to sustain relatively high satisfaction levels during the previous 12 months, despite contending with revenue declines and cost pressures caused by the economic downturn," said Mark Schwartz, director of the global hospitality and travel practice at J.D. Power and Associates. "As the industry recovers and guest volumes increase, it will be critical for hotel chains to focus on effectively managing and delivering consistently high levels of products and services. When guests experience variation in service within a hotel property or across different hotels within the same brand, there is a notable detrimental effect on overall satisfaction."

The following hotel brands rank highest in guest satisfaction within their respective segments:
  • Luxury: The Ritz-Carlton
  • Upscale: Omni Hotels & Resorts
  • Mid-Scale Full Service: Hilton Garden Inn (for a second consecutive year)
  • Mid-Scale Limited Service: Drury Inn & Suites (for a fifth consecutive year)
  • Economy/Budget: Microtel Inns & Suites (for a ninth consecutive year)
  • Extended Stay: Homewood Suites

The study finds that the proportion of hotel guests making reservations online has increased in 2010, to 58 percent from 54 percent in 2009. Guests of extended stay properties are the most likely to book their reservation on the Internet, while guests of economy/budget hotels are the least likely.  Overall, hotel guests are more likely to book online using the hotel brand's website rather than an independent travel website.

"Guests who make reservations directly through the hotel—whether via phone or website—are notably more satisfied with their overall experience than guests who book through an independent travel website," said Schwartz. "Most hotel guests who make reservations through an independent travel website indicate they do so because of price. However, twice as many guests experienced problems with their reservation when booking through independent sites, compared with hotel brand websites."

The top five "must-have" amenities for hotel guests in 2010 are wireless Internet access; complimentary breakfast; bedding and pillow choices, pillow-top mattresses; and free parking. In particular, hotel properties have increased offerings of wireless Internet access during the past several years, with 77 percent of guests in 2010 indicating they have used Wi-Fi rather than cable Internet connections in their guest room, compared with 55 percent in 2007. The offering of complimentary Internet access varies by segment, with properties in the luxury and upscale segments being less likely to offer it, compared with mid-scale limited service and extended stay properties.

"Trending indicates that guests are starting to expect wireless Internet access in their hotel rooms," said Schwartz. "In today's digitally connected world, being able to use mobile devices or computers without interruption is considered a comfort of home that should extend to the hotel experience."

The study findings also include the following key trends:

  • The vast majority of hotel guests—87 percent—indicate they prefer a smoke-free environment.
  • Guest awareness of property-initiated "green" programs has increased slightly in 2010, with 68 percent of guests stating that they are aware of their hotel's conservation efforts, compared with 66 percent in 2009. Among these guests, 73 percent say they participated in their hotel's conservation programs.

The 2010 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June 2009 and June 2010 from more than 53,000 guests who stayed in a hotel between May 2009 and June 2010.

Luxury Segment


Customer Satisfaction Index Ranking


J.D. Power.com Power Circle Ratings


(Based on a 1,000-point scale)


For Consumers


The Ritz-Carlton

861

5






Four Seasons Hotels and Resorts

848

4


JW Marriott

830

4






Luxury Segment Average

822

3


Fairmont Hotels & Resorts

816

3






InterContinental Hotels & Resorts

802

2


W Hotels

801

2


Loews Hotels

786

2


Included in the study, but not ranked due to small sample size are: Le Meridien Hotels and Resorts, Millennium Hotels and Resorts, Park Hyatt Hotels, St. Regis Hotels & Resorts and Sofitel.






Upscale Segment

Customer Satisfaction Index Ranking


J.D. Power.com Power Circle Ratings


(Based on a 1,000-point scale)


For Consumers


Omni Hotels & Resorts

817

5






Embassy Suites Hotels

809

4


Renaissance Hotels & Resorts

803

4


Aloft

800

4


Marriott Hotels & Resorts

800

4


Westin Hotels & Resorts

799

4






Hilton Hotels

791

3


Hotel Indigo

791

3


Wyndham Hotels & Resorts

791

3


Upscale Segment Average

791

3


Hyatt Hotels & Resorts

789

3


Doubletree

783

3






Radisson Hotels & Resorts

771

2


Crowne Plaza Hotels & Resorts

767

2


Sheraton Hotels & Resorts

767

2


Delta Hotels

760

2






Mid-Scale Full Service Segment

Customer Satisfaction Index Ranking


J.D. Power.com Power Circle Ratings


(Based on a 1,000-point scale)


For Consumers


Hilton Garden Inn

817

5


Hyatt Place

809

5






Courtyard

794

4


Four Points by Sheraton

779

4






Wyndham Garden Hotels

774

3


Mid-Scale Full Service Segment Average

763

3


Holiday Inn

759

3


Best Western

750

3






Ramada Inn/Plaza

720

2


Quality

712

2


Clarion

708

2


Howard Johnson Hotels/Plaza

692

2


Included in the study, but not ranked due to small sample size is Cambria Suites.






Mid-Scale Limited Service Segment

Customer Satisfaction Index Ranking


J.D. Power.com Power Circle Ratings


(Based on a 1,000-point scale)


For Consumers


Drury Inn & Suites

833

5






SpringHill Suites

815

4


Hampton Inn/Suites

814

4


Wingate by Wyndham

798

4






Fairfield Inn

794

3


Holiday Inn Express

790

3


Mid-Scale Limited Service Segment Average

783

3


Country Inns & Suites

780

3


Comfort Suites

776

3






AmericInn

758

2


Sleep Inn

758

2


La Quinta

756

2


Baymont Inn & Suites

746

2


Comfort Inn

742

2


Ramada Limited

712

2






Economy/Budget Segment

Customer Satisfaction Index Ranking


J.D. Power.com Power Circle Ratings


(Based on a 1,000-point scale)


For Consumers


Microtel Inns & Suites

737

5






Howard Johnson Express/Inns

700

4


Red Roof Inn

697

4






Super 8 Motel

686

3


Days Inn

684

3


Economy/Budget Segment Average

677

3


Econo Lodge

666

3


Travelodge

664

3


Americas Best Value Inn

656

3


Motel 6

653

3






Rodeway Inn

643

2


Knights Inn

610

2


Included in the study, but not ranked due to small sample size are: America's Best Inns & Suites, Budget Host Inn and Country Hearth Inn.






Extended Stay Segment

Customer Satisfaction Index Ranking


J.D. Power.com Power Circle Ratings


(Based on a 1,000-point scale)


For Consumers


Homewood Suites

835

5


Staybridge Suites

831

5






Residence Inn

820

4






Candlewood Suites

806

3


TownePlace Suites

806

3


Extended Stay Segment Average

802

3






Homestead Studio Suites Hotels

749

2


Extended StayAmerica

707

2






Power Circle Ratings Legend:




5 – Among the best




4 – Better than most




3 – About average




2 – The rest










About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training, Web intelligence and customer satisfaction.  The company's quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on travel ratingscar reviews and ratingscar insurancehealth insurancecell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies:

Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.  

Media Relations Contacts:

Jeff Perlman; Brandware Public Relations; Malibu, Calif.; (818) 317-3070; jperlman@brandwaregroup.com

John Tews; J.D. Power and Associates; Troy, Mich.; (312) 248-4119; media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate


.
Contact: 
 

J.D. Power and Associates

http://www.jdpower.com

 
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Also See: Complete Rankings for Customer Satisfaction Across Six Hotel Segments; Despite Industry Downturn, Satisfaction With Hotels Increases According to J.D. Power and Associates / July 2009

Top Customer Satisfaction Rankings Reported by J.D. Power - The Ritz-Carlton, Embassy Suites Hotels, Hyatt Place, Drury Inn & Suites, Microtel Inns & Suites and Homewood Suites; Hotel Guests Are Considerably Less Satisfied in 2008 / July 2008
.

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