j.d. power
Hotel Management Companies Drive Significantly Better Guest Experiences, J.D. Power Finds
J.D. Power | September 4, 2024
TROY, Mich.: 4 Sept. 2024 — The secret to a great branded hotel stay may be in an aspect that guests do not often realize: the third-party management company operating the hotel, which creates consistent, pleasurable and problem-free guest experiences. According to the J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, overall guest satisfaction with branded hotels run by the nation’s largest third-party management companies improves significantly this year, outperforming both chain-managed and independently operated hotels. “Third-party management companies operating branded ...
Tale of Two Travel Markets: High-End Hotel Segments See Steady Guest Satisfaction Improvement, While More Affordable Hotel Segments Post Declines, J.D
J.D. Power | July 16, 2024
Higher Room Rates, Longer Stays and Fewer Trips Put Focus on Quality of Guest Rooms and Hotel Maintenance TROY, Mich.: 16 July 2024 — With an average daily rate (ADR) for a U.S. hotel room of $158.45 in May 2024—the second-highest month ever behind $159.01 in October 20231—virtually every traveler in every hotel price bracket is paying more for a hotel room. According to the J.D. Power 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, travelers’ perceived value for those higher prices is very much dependent on how well the hotel delivers on their expectations. This year, the luxury and upper upsca...
Despite Ubiquity, Travel Apps and Websites Deliver Substandard User Experience, J.D. Power Finds
J.D. Power | October 17, 2023
TROY, Mich.: 17 Oct. 2023 — Travel apps and websites are heavily relied-upon digital tools used by travelers, containing everything from the QR codes used to board the plane to rental car location and digital hotel keys. Despite this critical role, according to the J.D. Power 2023 U.S. Travel App Satisfaction StudySM and the J.D. Power 2023 U.S. Travel Website Satisfaction Study,SM released today, travel industry apps and websites lag behind their counterparts in other industries1 where J.D. Power measures the digital user experience. The studies, which have been redesigned since J.D. Power’s last evaluation of travel industry apps...
Hotel Management Company Investments in Staffing, Maintenance and Renovations Reflected in Overall Guest Satisfaction, J.D. Power Finds
J.D. Power | September 8, 2023
TROY, Mich.: 8 Sept. 2023 — After several years of incredibly challenging business conditions, which caused much of the hospitality industry to scale back on capital expenditures, hotel management companies have started making serious investments in renovations, maintenance and staffing. According to the J.D. Power 2023 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, those investments are paying off in the form of strong satisfaction scores for quality of the guest room and staff service. “In the span of a year, staffing has gone from being the biggest pain point for hotel management compani...
Hotel Hiring Spree Pays Dividends in Customer Satisfaction, J.D. Power Finds
J.D. Power | July 26, 2023
Staff Service, Effective Problem Resolution Keep Guests Coming Back for More Amid Ongoing Travel Boom TROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023,1 just shy of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing and doubling down on customer service. According to the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, staff service garners the highest level of satisfaction among all guest experi...
Third-Party Hotel Management Companies Facing Higher Guest Expectations as Room Rates Increase, J.D. Power Finds
J.D. Power | September 15, 2022
Davidson Hospitality Group Ranks Highest in Guest Satisfaction TROY, Mich.: 15 Sept. 2022 — With average daily room rates at hotels in North America now averaging nearly $150—roughly 15% higher than pre-pandemic levels,1—hotel guests have become more critical than ever of the décor, amenities and food and beverage options provided by the world’s largest third-party hotel management companies. According to the J.D. Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, customer satisfaction declines 4 points (on a 1,000-point scale) this year, as higher prices drive increased scruti...
North America Hotel Guest Satisfaction Declines as Travel Volume, Room Rates Rise, J.D. Power Finds
J.D. Power | July 13, 2022
Rise in Demand and Room Rates Puts Pressure on Guest Satisfaction as Hotels Manage Delicate Balance Between Recovery and Guest Experience Hotel occupancy rates are on track to approach pre-pandemic levels this year[1] as travelers get back on the road and in the air to make up for two-plus years of deferred vacation plans. However, according to the J.D. Power 2022 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, the surge in deman and steadily climbing prices have not been met with a corresponding improvement in amenities or services. As a result, overall hotel guest satisfaction declines 8 points (on a 1,000...
Survey: 84% of Business Travelers Expect to Attend Conferences, Conventions or Trade Shows in Next Six Months
U.S. Travel | April 7, 2022
WASHINGTON — April 7, 2022 — Key findings from a new survey reveal that 84% of business travelers expect to take at least one trip to attend conferences, conventions or trade shows in the next six months. The Quarterly Business Travel Tracker also revealed that, while less than one in 10 U.S. business travelers are uncertain if they would travel in the next six months, the top reason for uncertainty was that meetings and events are not occurring. Corporate policies restricting business travel was the second-highest reason for uncertainty. Business travelers also expect to resume traveling at a slightly slower pace compared to pre-pan...
