J.D. Power: Hotel guests happy, but costs are a growing issue

The Ritz-Carlton in Lake Tahoe, part of the high-end chain that topped luxury brands in annual survey.
(Ritz-Carlton Hotels)

Have hotel costs reached a breaking point?

Customer-satisfaction ratings for North American hotels rose for a fourth straight year, but not as much as in previous years, according a J.D. Power study released this week.

Rates and fees appear to be a major factor. The study found that while satisfaction with cost and fees improved by 25 points between 2014 and 2015, this year it has improved by only 1 point.

The study, in its 20th year, measures such services as reservations, check-in performance and food and beverage service. Satisfaction is calculated on a 1,000-point scale. This year’s overall rating rose 2 points, to 806.


The study found that only 3% of guests take advantage of online or mobile check-in, though check-in/check-out satisfaction is highest among these guests than among those who used other methods.

Guests surveyed reported that the three most important amenities to them are free Wi-Fi, breakfast and parking.

Top performers in hotel segment rankings:

  • Luxury: The Ritz-Carlton
  • Upper Upscale: Omni Hotels & Resorts
  • Upscale: Hilton Garden Inn
  • Upper Midscale: Drury Hotels (for 11th consecutive year)
  • Midscale: Wingate by Wyndham
  • Economy/Budget: Microtel Inn & Suites by Wyndham (fourth consecutive year)
  • Upper Extended Stay: Hyatt House
  • Extended Stay: Home2 Suites by Hilton

Twitter: @erskinetimes