These Are the Highest Ranking Hotel Brands for Guest Satisfaction

J.D. Power has released its 2021 North America Hotel Guest Satisfaction Index Study, revealing that guest satisfaction is unchanged from 2020 but still 10 points higher compared to 2019, with customers reporting increased contentment with hotel staff and value for their money. The study looked at several factors, including reservation, arrival/departure, guestrooms, food and beverage, services and amenities, hotel facilities and cost and fees, reviewing more than 100 brands across six different market segments. The study, now in its 25th year, is based on responses from nearly 33,000 hotel guests for stays between May 2020 and June 2021.

The Ritz-Carlton ranks tops across all luxury brands when it comes to guest satisfaction in 2021, scoring an 890 on the 1,000-point scale and besting other notable brands such as Four Seasons, Loews, Trump Hotels and Waldorf Astoria, among many others. JW Marriott and Park Hyatt were the two closest brands behind Ritz-Carlton, scoring 887 and 885, respectively and still finishing far above the segment average of 867.

Hard Rock Hotels was ranked as the number one brand among Upper Upscale properties in 2021 and it wasn't even close. Hard Rock, which scored an industry-best 895 on the 1,000-point scale, fared best in a whopping six factors, including arrival/departure; guestrooms; food and beverage; services and amenities; hotel facilities and cost and fees. "We are honored that our dedication to our guests has been recognized by J.D. Power again and we are grateful for the commitment of our hotel teams," said Dale Hipsh, Senior Vice President of Hard Rock Hotels, in a statement. "Since we were founded 50 years ago, Hard Rock has been committed to creating experiences that delight our fans. With each new destination our hotels emerge in, we create an authentic and thoughtfully designed journey."

AC Hotels conquered the Upscale segment relatively comfortably with a total score of 871 points, seven better than second-ranked Best Western Premier. The Marriott chain serving both leisure and business travelers was recognized by guests for its exceptional guestrooms and hotel facilities.

St. Louis-based Drury Hotels won the Upper Midscale category for an incredible 16th consecutive year in 2021. The remarkable accomplishment established a record for the most consecutive wins in the J.D. Power travel and hospitality category. "Despite the pandemic, guests continued to experience the quality and consistency they rely on from Drury Hotels. Once again J.D. Power's Hospitality Team congratulates Drury Hotels for its performance," Andrea Stokes, the hospitality practice lead at J.D. Power, said in a statement. The chain, which ranked number one for food and beverage, operates more than 150 properties in over 25 states across the country.

Launched as recently as 2016, Hilton Worldwide's Tru by Hilton brand is already making its presence felt in the Midscale category, securing the highest guest satisfaction score for the second straight year. "Tru has shown unstoppable momentum since the brand's inception five years ago, where it took off as the fastest brand launch in industry history," Talene Staab, global head, Tru by Hilton, said in a statement following the brand's milestone opening of its 200th hotel. "We're elated to now have more than 200 hotels welcoming travelers across the U.S. and Canada, and look forward to expanding our international footprint into the Caribbean and Latin America."

SureStay by Best Western was also a repeat winner in 2021, securing a second consecutive win in the Economy category and remaining a hit with budget-conscious travelers. SureStay's margin of victory was the largest of any segment winner as it finished with a total score of 827, which was 22 points better than second-ranked Americas Best Value Inn and 55 points better than the segment average of 772.