Key Factors Driving North America Hotel Guest Satisfaction

by Lacey Pfalz
Last updated: 8:00 AM ET, Tue July 14, 2026

Guest satisfaction has continued to rise, according to the 30th annual release of the JD Power 2026 North America Hotel Guest Satisfaction Index Study, which was released today, July 14.

The data show that investing in guest rooms, property upkeep, and service is boosting guest satisfaction across North America.

Overall guest satisfaction improved this year by 13 points on a 1,000-point scale, increasing to 665. Key parts of the hotel stay that saw marked improvement include an 18-plus increase in value for price paid and a 14-point increase in both hotel facility satisfaction and food and beverage offerings.

As JD Power continues to monitor consumer expectations, it has found that today’s amenities and extra bonuses are becoming expected: guest usage of smart TVs with streaming capability increased 2% year over year to 62%. Guests also prioritize “need to have” amenities such as daily housekeeping, at 36%, filtered water at 30%, and fitness center access at 21%.

Additionally, the report found that the introduction of AI tools is starting to influence hotel research and booking. Gen Y and Gen Z account for the majority of users, at 49% and 23%, respectively.

“For 30 years, JD Power has provided the industry with unbiased guest satisfaction benchmarks against which hotel chains and brands drive continuous quality and service improvement. This year’s study results show that hotels are firing on all cylinders,” said Andrea Stokes, hospitality practice lead at JD Power. “In every hotel segment, guests are having better experiences due to positive interactions with hotel staff, higher quality food and beverage and guest room improvements.

“Improvements in courtesy from front desk staff, responsiveness to guest requests and the maintenance and upkeep of shared amenities such as pools and fitness centers, among others, are all elevating perceptions of the guest experience. At the same time, the study results reveal artificial intelligence (AI) tools are beginning to reshape the hotel discovery process.”

The Hotel Brands With The Highest Satisfaction

In addition to monitoring consumer satisfaction across North America, JD Power’s report identifies which hotel brands, across categories, travelers are most satisfied with.

Overall, guest satisfaction increases with higher hotel segments, with luxury averaging 741 out of 1,000, compared to the economy extended stay segment at 562.

In the luxury category, The Ritz-Carlton brand once again took first place, with a score of 785 out of 1,000.

The rest of the brands are listed as follows: