J.D. Power 2015 North America Hotel Guest Satisfaction Index Study Results

J.D Power released yesterday its 2015 North America America Hotel Guest Satisfaction Index Study (what a name!).

JD Power

The study is based on responses from more than 62,000 guests in Canada and United States between May 2014 and May 2015.

You can access J.D. Power’s web page for this announcement here.

Here are the segment winners in 2015:

Luxury: The Ritz-Carlton

Upper Upscale: Omni Hotels & Resorts

Upscale: Hyatt Place

Upper Midscale: Drury Hotels (previously ranked highest in the Midscale segment for 9 consecutive years)

Midscale: Wingate by Wyndham

Economy/Budget: Microtel Inn & Suites by Wyndham (for a third consecutive year)

Upper Extended Stay: Homewood Suites by Hilton (for a third consecutive year)

Extended Stay: Candlewood Suites (for a second consecutive year)


JD Power Luxury

I would classify Park Hyatt as a Luxury hotel but not Grand Hyatt. Same goes for JW Marriott, InterContinental, Fairmont, and W Hotels as well (not experience at Loews). Where is St. Regis?

Upper Upscale

JD Power Upper Upscale

It is a surprise that Marriott has ranked so high considering the number of dreadful properties in the North America. Sheraton is ranking very badly compared to other brands.


JD Power Upscale

Surprised that limited service Hyatt Place has ranked so high. Not a surprise that the Four Points is the dead last (horrible properties in North America). The Aloft is ranking very low as well.

Upper Midscale

JD Power Upper Midscale

Not really a surprise that Holiday Inn Express ranks higher than the Holiday Inn “mother” brand. Holiday Inn hotels in North America are so inconsistent while the new HIX hotels are totally acceptable.


JD Power Midscale


JD Power Economy Budget

Upper Extended Stay

JD Power Upper Extended Stay

Extended Stay

JD Power Extended Stay

Here’s the PDF from J.D. Power’s:

Download (PDF, 777KB)


You can always argue whether some of the hotels are in the right segment on these studies. I believe that J.D. Power uses STR (Smith Travel Research) for its hotel classification.

Starwood did very badly in his survey. All of their brands are under performers in their respective segments. Over promise and under delivery perhaps?

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