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J.D. Power and Associates Names Top Hotel Chains

The Ritz-Carlton and Omni Hotels & Resorts are among two of the top hotel chains, by guest satisfaction, according to J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index Study.


July 28, 2010

The Ritz-Carlton and Omni Hotels & Resorts are among two of the top hotel chains, by guest satisfaction, according to J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index Study.

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

Each of the six segments has improved in satisfaction in 2010, 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.

“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,” said Mark Schwartz, director of the global hospitality and travel practice at J.D. Power and Associates.

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.

For more information about the hotel ratings, click here.

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