For the sixth time, Omni Hotels & Resorts has been ranked as the No. 1 upper upscale hotel brand, based on an annual report compiled by J.D. Power and Associates. The 2015 North American Hotel Guest Satisfaction Index Study takes into account seven key factors of overall satisfaction:
–Reservations
–Check-in/check-out
–Guest rooms
–F&B
–Hotel services
–Hotel facilities
–Cost and fees
“This is one of the most highly anticipated studies in our industry because it represents the opinions of the people we care about most─our guests,” said Mike Deitemeyer, president of Omni Hotels & Resorts. “One of our core brand values is creating memorable experiences. This recognition is gratifying as we continue to deliver on and remain a leader in experiential travel. It is a huge testament to the work that our 18,000 associates do every day.”
Here are the top-three rated hotel brands for five segments that were scored for guest satisfaction during the 19th annual rankings:
Luxury
The Ritz-Carlton; Four Seasons Hotels and Resorts; JW Marriott
Upper Upscale
Omni Hotels & Resorts; Embassy Suites Hotels; Kimpton Hotels
Upscale
Hyatt Place; Hilton Garden Inn; Spring Hill Suites
Upper Midscale
Drury Hotels (previously ranked highest in the Midscale segment for nine consecutive years); Hampton Inn & Suites; Fairfield Inn & Suites
Midscale
Wingate by Wyndham; AmericInn; Sleep Inn
“Hotels that proactively meet guest needs have the ability to create a positive guest experience,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “While service recovery is extremely important in the hotel industry, it’s most effective when the entire guest experience is a positive one. Hotel staff members need to maintain a proper balance between proactively addressing needs and responding to problems effectively. Doing so can help guests feel good about their selection of the hotel brand and increase the likelihood they will return for another stay or recommend it to others.”
