ITB 2024 Special Reporting
Investments are Paying Off for North American Hotels.
By Melanie Nayer ~ Weekly Exclusive - Views On The Latest Trends
Wednesday, 31st July 2013
Exclusive Feature: North America hotels are beginning to see a payoff in the many investments they made over the past few years.

Things like better WiFi, more contemporary rooms and designer decor are just a few of the things that helped hotels boost their rankings in the eyes of guests, according to the latest J.D. Power and Associates study.

Overall hotel guest satisfaction with North American hotels jumped 20 points since 2012 to an average of 777. The ratings are measured on a 1,000-point scale.

According  experts, these are the highest scores in seven years, providing proof that with a little love and attention (and a few million for upgrades and remodeling), hotels can entice guests to check-in, even after the financial crisis.

As for the highest ranking hotels? The luxury sector was dominated by Ritz-Carlton and Four Seasons, while Holiday Inn hotels swept the midscale tier for the third consecutive year in a row. Here's a look at which hotel brands ranked highest in guest satisfaction in their respective segments:
  • Luxury: The Ritz-Carlton (for a fourth consecutive year)
  • Upper Upscale: Kimpton Hotels
  • Upscale: Hyatt Place
  • Midscale Full Service: Holiday Inn (for a third consecutive year)
  • Midscale: Drury Hotels (for an eighth consecutive year[2])
  • Economy/Budget: Microtel Inn & Suites by Wyndham
  • Upper Extended Stay: Homewood Suites[3]
  • Extended Stay: TownePlace Suites
The J.D. Power study also found that for guests, it's not just about price when it comes to booking a hotel. Apparently, guests who choose a hotel mainly because of the cost per night are not as happy with their stay as those who choose a hotel based on amenities and reviews from other websites, according to the study.

The study collected responses from more than 68,700 hotel guests from Canada and the United States who stayed in a North American hotel between June 2012 and May 2013.

This is strictly an exclusive feature, reprints of this article in any shape or form without prior written approval from 4Hoteliers.com is not permitted.

Melanie Nayer is a hotel reviewer and expert on luxury travel around the world. She has covered all aspects of hotels including corporate restructures, re-branding initiatives, historical aspects and the best of the best in luxury hotels around the world.

Melanie writes a weekly exclusive column for
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