New survey says hotel guests are happier than they’ve been in years (Photo: Thinkstock)
As the summer vacation season hits its peak, a new study released Wednesday indicates that Americans are happier with their hotel stays than they’ve been in years. And they’re particularly happy with Four Seasons Hotels and Resorts, which rated No. 1 in J.D. Power’s 2014 Hotel Guest Satisfaction Index Study. Ritz-Carlton, which had held the top luxury hotel spot for four consecutive years, drops to No. 2.
Guests were happy to “set up shop at the top of Four Seasons.” The chain topped J.D. Power’s North America Hotel Guest Satisfaction Index Study (Photo: Four Seasons)
“In the luxury category, it’s always a close race between Ritz-Carlton and Four Seasons,” says J.D. Power spokesman Rick Garlick. “This year, Four Seasons pulled ahead by 10 index points, a huge amount in this study.”
Putting off the Ritz? 4-time winner, The Ritz-Carlton, was knocked out of the top spot by its Seasonal rival (Photo: Ritz-Carlton)
J.D. Power surveyed more than 67,000 guests between June 2013 and May 2014 for the new study. Overall hotel guest satisfaction has risen 27 points to 784 (out of 1,000) over the past two years. That’s its highest level since J.D. Power revised its methodology in 2006.
Here are J.D. Power’s top-ranked hotel brands in each category:
- Luxury: Four Seasons Hotels and Resorts
- Upper upscale: Kimpton Hotels (for a second consecutive year)
- Upscale: Hilton Garden Inn
- Midscale full service: Holiday Inn (for a fourth consecutive year)
- Midscale: Drury Hotels (for a ninth consecutive year)
- Economy/budget: Microtel Inn & Suites by Wyndham Hotels (for a second consecutive year)
- Upper extended stay: Homewood Suites by Hilton (for a second consecutive year)
- Extended stay: Candlewood Suites
The survey also found that the proportion of guests who select a hotel based primarily on price has fallen 7 percent this year (interesting note: those who do pick hotels mostly because of price were among the least satisfied customers).
Want happy hotel guests? According to the survey, clean rooms and a steady Internet connection are a great start (Photo: Thinkstock)
The two things that upset hotel guests the most over the past year: unclean rooms and bad Internet connections.