Researching hotels? Look no further.
A new study conducted by research and consulting firm J.D. Power reveals which hotels have the highest customer rating. Interestingly enough, the results show that high-quality lodging doesn’t have to come with a high price tag.
“Hotels in all price ranges have excelled at ensuring their customers have a top-notch experience,” said Jennifer Corwin, J.D. Power’s Senior Manager of Consumer Insights for Travel & Hospitality Intelligence and Digital Solutions. “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.”
Below are the hotels with the highest guest satisfaction ratings, broken down by market segment:
- Luxury: The Ritz-Carlton
- Upper Upscale: Hard Rock Hotel
- Upscale: Best Western Premier
- Upper Midscale: Drury Hotels
- Midscale: Wingate by Wyndham
- Economy: Microtel by Wyndham
These findings are based on a survey of approximately 45,000 guests who stayed at a hotel between June 2018 and May 2019. Participants were asked more than 150 questions about their overall experience.
An analysis of the survey results shows that guests were more likely to base their experience off of the quality of sleep they got. Specifically, they place a high emphasis on a comfortable bed, a quiet atmosphere, quality pillows and linens, and a room with temperature control. Guests also gave higher scores to hotels that offered items like earplugs, slippers, bathrobes, and white-noise machines.
“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,” Corwin explained.
In short, the above list is a great reference for those who value sleep above all else.
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