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