Guests are more satisfied than ever, according to the J.D. Power 2018 North America Hotel Guest Satisfaction Index.
The Ritz-Carlton led the way, scoring 902/1000 on the index, making it not only the highest scorer this year, but the highest ever in the study’s history.
“Hotels in all price ranges have excelled at ensuring their customers have a top-notch experience,” said Jennifer Corwin, associate practice lead for the global travel and hospitality practice, J.D. Power.
The greatest improvements were made in the upper midscale segment, which in general went up 12 points on the 1,000-point scale.
“Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service areas, particularly when it comes to direct booking.”
