by Donald Wood
Last updated: 12:31 PM ET, Wed July 24, 2019
Want to know which hotels ranked the highest in overall guest satisfaction? J.D. Power has you covered.
In the 2019 edition of the J.D. Power 2019 North America Hotel Guest Satisfaction Index Study, the group used responses from almost 45,000 guests who stayed at a hotel between June 2018 and May 2019 to compile its rankings.
The study found that quality of sleep is one of the most important components of a hotel guest experience with the potential to drive overall satisfaction and brand loyalty. Unfortunately, only 29 percent of hotel guests had such an experience.
"Delivering a superior sleep experience-from the quality of the bed, linens and pillows to the ambient sound and temperature of the room-is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests," J.D. Power's Jennifer Corwin said in a statement.
"Of all the discrete variables of the hotel guest experience we measure, a better-than-expected night's sleep is the one with the potential to drive the highest levels of overall guest satisfaction for those hotels that can deliver," Corwin continued.
As for the top contributors to quality of sleep, they include comfort of bed; quietness of room; comfort/quality of pillows; room temperature; and comfort/quality of linens. The quality of sleep is also directly correlated to price of room, with the luxury category topping the list.
The following hotel brands ranked highest in guest satisfaction in their respective segments, via J.D. Power's official website:
Luxury: The Ritz-Carlton (for a fifth consecutive year)
Upper Upscale: Hard Rock Hotel
Upscale: Best Western Premier
Upper Midscale: Drury Hotels (for a 14th consecutive year)
Midscale: Wingate by Wyndham (for a fifth consecutive year)
Economy: Microtel by Wyndham (for a second consecutive year)
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