Skip to main content

Study: Luxury hotel guest satisfaction is on the rise (and these brands top the list)

New J.D. Power hotel study highlights guest satisfaction

TA’AKTANA, a Luxury Collection Resort & Spa, Labuan Bajo
The Luxury Collection

Guest satisfaction is up at high-end hotel chains — and down at lower-end ones — according to the ​​J.D. Power 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study. The comprehensive survey sought to “understand the voice of the customer” through targeted questions about guests’ entire hotel experience.  Further, the study identified trends regarding stay length, pricing, and hotel investments. Here are the details.

J.D. Power 2024 NAGSI Study: How luxury hotels set themselves apart

San Diego Margaritaville Hotel
Margaritaville Hotel, San Diego, CA Margaritaville Hotels

In the NAGSI study, J.D. Power analyzed key performance indicators (KPIs) with the greatest impact on customer satisfaction. Guests were polled on topics like value for price, staff service, food and beverage, hotel facility, guest room, and communication and connectivity. The results identified some interesting trends.

The study’s key findings include:

  • As of 5/24, the average daily rate (ADR) for a hotel room is $158.45 — second only to 10/23 at $159.01
  • Luxury and upscale hotels are seeing steady or increasing guest satisfaction, even with higher room rates.
  • Travelers are taking fewer trips and staying longer. North American travelers now take an average of nine trips per year, compared to 10 in 2023. Stay length is now an average of 3.43 days, an increase from 2023’s 3.36 days.
  • Investing in facilities, service, and staff leads to a higher perceived value among guests. Even though upscale hotels cost more, their investments in these categories create greater satisfaction. 

The top-scoring upscale hotels included:

Recommended Videos

Luxury: The Luxury Collection (772)
Upper Upscale: Margaritaville Hotels & Resorts (726) (for a second consecutive year)
Upscale: element (707)
Upscale Extended Stay: Hyatt House (696) (for a third consecutive year)

Mark Reif
Mark Reif is a writer from Stowe, Vermont. During the winter, he works as a snowboard coach and rides more than 100 days. The…
J.D. Power releases 2024 North America Airport Satisfaction Study: Who came out on top?
2024 J.D. Power North America Airport Satisfaction Study debuts
Detroit Metropolitan Wayne County Airport

This week, J.D. Power released its 2024 North America Airport Satisfaction Study, which found that most travelers had a good experience despite record passenger volume and rising costs. Across several metrics, passengers noted the positives and negatives of airports, with several U.S. airports coming out on top.
People love to fly, even with crowds and costs
Indianapolis International Airport Debby Hudson via Unsplash

J.D. Power’s study occurred between August 2023 and July 2024, and surveyed 26,290 U.S. and Canadian residents who passed through at least one U.S. or Canadian airport. Travel took place within the prior 30 days and included both departure and arrival, including connecting flights. The study used seven core dimensions (in order of importance): ease of travel through airport; level of trust with airport; terminal facilities; airport staff; departure/to airport experience; food, beverage and retail; and arrival/from airport experience.

Read more
Study reveals top 2024 holiday destinations (plus when to book your flights)
Google reveals the top holiday travel destinations
Airport

A recent study by Google has revealed the top trending holiday destinations for 2024, offering key insights into where travelers are headed and when to book their flights. According to Google Flights data, the most popular destinations for Thanksgiving include:

Orlando
Cancun
New York
Tokyo
London
Miami
Paris
Los Angeles
Las Vegas
Honolulu

Read more
The coolest secret hotel perks you’d never know about
Hotels.com reveals the best secret hotel perks
Hotel room

When booking a hotel, you might expect the usual amenities: a cozy bed, free WiFi, maybe a complimentary breakfast. But what if your stay could offer so much more? Hotels.com has just launched its annual Hotel Room Innsights Report, revealing surprising services and unheard-of perks from over 400 partner hotels worldwide. 

Hotels around the world are elevating the guest experience by offering truly unique and personalized perks that go far beyond typical amenities. Some of the coolest perks revealed in Hotel.com’s report include:

Read more