The Top Hotel Brands Based on Guest Satisfaction

2020 continues to be a challenging year for the hospitality industry but some brands have proven to be determined in overcoming the COVID-19 pandemic and providing exceptional experiences. Here are the top-performing brands across all six segments this year, based on the J.D. Power 2020 North America Hotel Guest Satisfaction Index Study, which considers guest feedback across a variety of factors, including reservation, arrival/departure, guest room, food and beverage, services and amenities, hotel facilities and cost and fees.

The Luxury Collection by Marriott ended The Ritz-Carlton's five-year reign atop the competitive luxury segment this year with an overall customer satisfaction rating of 896 out of 1,000, which is the highest of any brand in any segment in 2020.

Wyndham Grand Hotels is the leading upper-upscale hotel brand for 2020, according to J.D. Power, earning an overall customer satisfaction rating of 882. Wyndham narrowly surpassed 2019 segment winner Hard Rock Hotels and topped the 2020 upper-upscale average score by an impressive 26 points.

Extended-stay brand Hyatt House climbed four spots to secure the upscale segment crown in 2020, building on its 2019 score by a whopping 21 points to finish with a stellar 872 on J.D. Power's 1,000-point scale. Nonetheless, it wasn't a runaway victory as Hyatt House was separated from fifth-ranked Hyatt Place by just 10 points.

Missouri-based Drury Hotels conquered the upper midscale segment for the 15th consecutive year in 2020, edging out Towneplace Suites by Marriott with an overall customer satisfaction rating of 868. Drury Hotels' score dropped eight points from 2019 when it was the only upper-midscale brand to earn a JDPower.com Power Circle Rating of five.

Founded as recently as 2016, Tru by Hilton is quickly winning over travelers, emerging as one of the premier midscale brands with an overall customer satisfaction rating of 868 in 2020. The mark is 25 points better than second place and 2019 winner Wingate by Wyndham and 52 points higher than the average midscale score this year.

Another brand launched in 2016, Best Western Hotels & Resorts subsidiary SureStay Hotel has broken into the economy segment in a big way, earning the top overall customer satisfaction rating for the category, according to the latest J.D. Power research. SureStay's score of 824 was 55 points better than the segment average for 2020 and 20 points higher than second-place Americas Best Value Inn.