Thursday, July 30, 2015

Hotel Guest Satisfaction At An All-Time High

According the the July 2015 J.D. Power North America Index Study, Hotel Guest Satisfaction is at an all-time high. The number of guests reporting problems has fallen. The Hilton Garden Inn brand rated an exceptional 846, and the SpringHill Suites rated 840 out of 1000 points on the index, among the best for the Upscale Segment. 

Hampton Inn and Suites, Fairfield Inn & Suites, Holiday Inn Express, and Country Inn & Suites took second through fourth place within the Upper Midscale Segment. Hampton Inn placed second best in the study with 844 points. 

Upper Extended Stay Segment results were unique in that there was a near 4-way tie for the best ratings. The Homewood Suites by Hilton came in first with 857 points, Residence Inn by Marriott third with 850 points. IHG’s Candlewood Suites came in first within the regular Extended Stay Segment with 829 points.

The study measures guest satisfaction with the entire hotel experience, from reservation to check-out, based on a recent guest stay. The study evaluates eight market segments: luxury, upper upscale, upscale, midscale full service, midscale, economy/budget, upper extended stay, and extended stay. 

“Hotels that proactively meet guest needs have the ability to create a positive guest experience,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “While service recovery is extremely important in the hotel industry, it’s most effective when the entire guest experience is a positive one. Hotel staff members need to maintain a proper balance between proactively addressing needs and responding to problems effectively. Doing so can help guests feel good about their selection of the hotel brand and increase the likelihood they will return for another stay or recommend it to others.”

As a whole the portfolio of hotels managed by Kinseth Hospitality Companies have also followed the larger trend, with increased Guest Experience Ratings and Positive Reviews from May 2014 to May 2015.

Kudos to the Kinseth properties and their staff who have demonstrated growth and contribute to this report by being a big part of the Guest Satisfaction success! Review the study for yourself and find out where your brand ranks among others. Are you surprised by the findings?

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