Hilton has topped three categories in the J.D. Power 2023 North America Hotel Guest Satisfaction Index. The hotel chain was awarded for its luxury, upper midscale, midscale extended stay, and midscale segments.
The top honour on the night was awarded to the iconic Hilton brand, Waldorf Astoria, which with a score of 788, was the highest-scoring hotel brand in the luxury segment. The judging criteria were separated into nine categories for overall customer satisfaction.
This marked the first time that the Waldorf Astoria had won, which has been described as a testament to the company’s commitment and service to its guests.
Chief brand officer for Hilton, Matt Schuyler, said that the company was thrilled to have the three brands rank within the index.
“This recognition is a testament to our ongoing commitment to guest satisfaction across all our brands and to our teams around the world that are delivering the most reliable and friendly stay experiences each day," said Schuyler.
The North American Satisfaction Index Study was redesigned for the 2023 competition. It has run for the past 27 years, and measures overall customer satisfaction based on communications and connectivity, food and beverage, guest room, hotel facility, staff service, and value for price. More than 102 brands are evaluated for the list across all nine categories.
More than 33,754 hotel guests submitted their responses for the index between the year of May 2022 and May 2023.
