WESTLAKE VILLAGE, Calif., July 28, 2009 - Even though reduced demand
has caused hotel properties to slash operating costs and reduce staff,
hotel guest satisfaction has improved in 2009, according to the J.D. Power
and Associates 2009 North America Hotel Guest Satisfaction Index Study(SM)
released today.
Now in its 13th year, the study measures overall hotel guest satisfaction
across six hotel segments: luxury,upscale, mid-scale full service, mid-scale
limited service, economy/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.
Four of the six segments--upscale; mid-scale full service; mid-scale
limited service; and economy/budget--have improved in satisfaction in 2009,
compared with 2008. Guest satisfaction with luxury hotels has remained
stable from 2008, while satisfaction with extended stay properties has
deceased slightly. Across all segments, satisfaction with the reservations
and check in/check out measures has improved, while satisfaction with guest
rooms has declined.
"Many hotel brands have successfully focused on guest satisfaction,
despite steep rate discounts, staff declines, reductions in in-room amenities
and a halt on renovations," said Michael Drago, director of the global
hospitality and travel practice at J.D. Power and Associates. "These hoteliers
know that providing extraordinary guest service in a consistent manner,
in both good times and bad, is a recipe for continued success."
Hotel guests in 2009 express increased desire for comfort and value-related
amenities. For the first time since the inception of the study in 1997,
bedding and pillow choices and free parking are among the top five "must-have"
amenities for hotel guests. Other most-desired amenities include complimentary
breakfast, wireless Internet access and pillow-top mattresses. Within the
luxury segment, a high percentage of guests express the desire for in-room
high-definition flat-panel TVs.
"Hotel guests want the comforts of home at a competitive rate," said
Drago. "They don't want to incur fees for 'extras' such as parking or Internet
access. Guests are much more satisfied when their total charge at check-out
is in line with what they anticipated when they made their room reservation."
The following hotel brands rank highest in guest satisfaction within
their respective segments:
-
Luxury: Four Seasons Hotels and Resorts
-
Upscale: Embassy Suites Hotels (for a third consecutive year)
-
Mid-Scale Full Service: Hilton Garden Inn
-
Mid-Scale Limited Service: Drury Inn & Suites (for a fourth consecutive
year)
-
Economy/Budget: Microtel Inns & Suites (for an eighth consecutive year)
-
Extended Stay: Staybridge Suites
"Microtel Inns & Suites, which ranks highest for an unprecedented eighth
consecutive year, is owned by Wyndham Worldwide--a hotel group that has
improved substantially from 2008," said Drago. "InterContinental Hotels
Group, which owns Staybridge Suites--the highest-ranked property in the
extended stay segment--also improves considerably in 2009 from 2008. Each
of these hotel groups owns a wide array of hotel brands in various segments,
so their improvement is particularly impressive."
The study finds that hotel companies that maintain brand standards consistently
across their portfolio of properties have the ability to substantially
increase their satisfaction and loyalty levels.
"The highest-performing hotel brands differentiate themselves by meeting
customer expectations consistently, whether it's a guest's first stay with
the brand or their fiftieth," said Drago. "By setting and maintaining high
brand standards, hotels build a reputation for reliability, which breeds
customer loyalty."
The study also includes the following key findings:
-
Guest awareness of property-initiated "green" programs has increased significantly
in 2009, with 66 percent of guests stating that they were aware of their
hotel's conservation efforts, compared with 57 percent in 2008. Among these
guests, 72 percent say they participated in their hotel's conservation
programs.
-
Awareness of "green" programs has a strong impact on overall hotel guest
satisfaction. On average, satisfaction is more than 160 points higher among
guests who report being aware of their hotel's green programs, compared
with guests who are unaware of them.
-
The proportion of hotel guests making reservations online has decreased
slightly in 2009, to 54 percent from 57 percent in 2008.
-
The 2009 North America Hotel Guest Satisfaction Index Study is based on
responses gathered between June 2008 and June 2009 from more than 66,000
guests who stayed in a hotel between May 2008 and June 2009.
Power Circle Ratings Legend:
5 - Among the best
4 - Better than most
3 - About average
2 - The rest
Luxury Segment
Overall Satisfaction Index
(Based on a 1,000-point scale) |
. |
J.D. Power Circle Ratings |
Four Seasons Hotels and Resorts |
863 |
5 |
The Ritz-Carlton |
853 |
5 |
Fairmont Hotels & Resorts |
826 |
3 |
JW Marriott |
814 |
3 |
Luxury Segment Average |
814 |
3 |
Loews Hotels |
811 |
3 |
InterContinental Hotels & Resorts |
795 |
3 |
W Hotels |
793 |
3 |
Millennium Hotels and Resorts |
701 |
2 |
Included in the study but not ranked due to small sample size are:
Le Meridien Hotels
and Resorts, Park Hyatt Hotels, St. Regis Hotels & Resorts, and
Sofitel.
Upscale Segment
Overall Satisfaction Index
(Based on a 1,000-point scale) |
. |
J.D. Power Circle Ratings |
Embassy Suites Hotels |
809 |
5 |
Wyndham Hotels & Resorts |
796 |
4 |
Omni Hotels |
795 |
4 |
Marriott Hotels & Resorts |
792 |
4 |
Renaissance Hotels & Resorts |
792 |
4 |
Westin Hotels & Resorts |
786 |
3 |
Upscale Segment Average |
783 |
3 |
Hilton Hotels |
781 |
3 |
Hyatt Hotels & Resorts |
776 |
3 |
Doubletree |
771 |
2 |
Crowne Plaza Hotels & Resorts |
763 |
2 |
Sheraton Hotels & Resorts |
763 |
2 |
Radisson Hotels & Resorts |
757 |
2 |
Delta Hotels |
749 |
2 |
Included in the study but not ranked due to small sample
size are: Aloft and Hotel Indigo.
Mid-Scale Full Service Segment
Overall Satisfaction Index
(Based on a 1,000-point scale) |
. |
J.D. Power Circle Ratings |
Hilton Garden Inn |
801 |
5 |
Hyatt Place |
790 |
5 |
Courtyard |
787 |
4 |
Four Points by Sheraton |
744 |
3 |
Mid-Scale Full Service Segment Average |
744 |
3 |
Wyndham Garden Hotels |
743 |
3 |
Holiday Inn |
739 |
3 |
Best Western |
732 |
3 |
Clarion |
711 |
2 |
Ramada Inn/Plaza |
709 |
2 |
Quality |
699 |
2 |
Howard Johnson Hotels/Plaza |
681 |
2 |
Included in the study but not ranked due to small sample size is
Novotel.
Mid-Scale Limited Service Segment
Overall Satisfaction Index
(Based on a 1,000-point scale) |
. |
J.D. Power Circle Ratings |
Drury Inn & Suites |
828 |
5 |
SpringHill Suites |
806 |
4 |
Hampton Inn/Suites |
804 |
4 |
Wingate by Wyndham |
799 |
4 |
Fairfield Inn |
779 |
3 |
Country Inns & Suites |
770 |
3 |
Holiday Inn Express |
770 |
3 |
Mid-Scale Limited Service Segment Average |
767 |
3 |
Comfort Suites |
759 |
3 |
AmericInn |
751 |
3 |
Sleep Inn |
746 |
3 |
La Quinta |
741 |
3 |
Comfort Inn |
723 |
2 |
Baymont Inn & Suites |
711 |
2 |
Ramada Limited |
689 |
2 |
.
Economy/Budget Segment
Overall Satisfaction Index
(Based on a 1,000-point scale) |
. |
J.D. Power Circle Ratings |
Microtel Inns & Suites |
719 |
5 |
Red Roof Inn |
679 |
4 |
Days Inn |
675 |
4 |
Super 8 Motel |
673 |
3 |
Howard Johnson Express/Inns |
661 |
3 |
Economy/Budget Segment Average |
661 |
3 |
Travelodge |
656 |
3 |
Motel 6 |
642 |
3 |
Econo Lodge |
630 |
2 |
Americas Best Value Inn |
625 |
2 |
Rodeway Inn |
621 |
2 |
Knights Inn |
591 |
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
Overall Satisfaction Index
(Based on a 1,000-point scale) |
. |
J.D. Power Circle Ratings |
Staybridge Suites |
817 |
5 |
Homewood Suites |
815 |
5 |
Residence Inn |
812 |
5 |
Candlewood Suites |
790 |
3 |
Extended Stay Segment Average |
779 |
3 |
TownePlace Suites |
775 |
3 |
Hawthorn Suites |
752 |
3 |
Homestead Studio Suites Hotels |
679 |
2 |
Extended StayAmerica |
675 |
2 |
Included in the study but not ranked due to small sample size are:
Hyatt Summerfield Suites, MainStay Suites and Studio 6.
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 car reviews and ratings, car insurance,
health insurance, cell 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
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such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and
J.D. Power and Associates. The Corporation has more than 280 offices in
40 countries. Sales in 2008 were $6.4 billion. Additional information is
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