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J.D. Power Reports:
Hotel Satisfaction Reaches Record High; Gen Y Guests Are More Critical But Not Necessarily Less
Loyal
Four Seasons Hotels and Resorts; Kimpton Hotels; Hilton Garden Inn; Holiday Inn; Drury Hotels; Microtel
Inn & Suites by Wyndham; Homewood Suites by Hilton; and Candlewood Suites Each Rank Highest in Guest
Satisfaction in Their Respective Segments
WESTLAKE VILLAGE, Calif.: 16 July 2014 — Hotel guest satisfaction has reached its highest level since J.D.
Power revised its methodology in 2006, according to the J.D. Power 2014 North America Hotel Guest
Satisfaction Index StudySM released today.
The study, now in its 18th year, measures overall guest satisfaction across eight hotel segments: luxury;
upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and
extended stay. Seven key factors are examined in each segment to determine overall satisfaction:
reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost
and fees.
Overall satisfaction in 2014 averages 784 points on a 1000-point scale, up 27 points from 2012, with
significant improvement in all segments except upper extended stay and extended stay, where satisfaction
remains stable. The midscale segment posts the largest year-over-year improvement, increasing by 10
points to 801, which is the first time satisfaction in the segment has surpassed 800 points.
The study finds that Gen Y guests1 (Millennials) are more critical of their hotel stay but, despite popular
sentiment, not necessarily less loyal. Among Gen Y guests whose stay at the hotel they evaluated was their
first experience with the brand, overall satisfaction is 29 points lower than among those who have a
previous experience with the brand they evaluated (758 vs. 787, respectively).
“By improving the brand experience for first-time Gen Y guests, there is a substantial opportunity for hotels
to gain a pool of satisfied, committed guests who will be loyal for years to come,” said Rick Garlick, global
travel and hospitality practice lead at J.D. Power. “We also find that satisfaction is more than 300 points
lower among Gen Y guests who have a low opinion of staff than among Gen Y guests who have a high
opinion of the hotel staff, while that difference is much smaller among those in other generation groups.
Hoteliers have the opportunity to improve both satisfaction and loyalty rates by simply focusing on
improving their staff interactions with Gen Y guests.”
KEY FINDINGS

1
Hotel brands that are perceived as being exciting and trendsetters receive the highest number of
positive recommendations, while those perceived as environmentally careless receive the highest
number of negative comments.
J.D. Power defines Gen Y as those born between 1977 and 1994.
(Page 1 of 3)
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The proportion of Price Buyers—hotel guests who select their hotel brand primarily based on
price—has fallen by a significant 7 percentage points from 2013 (19% vs. 12%, respectively). Price
Buyers are among the least satisfied of the guest groups.
The proportion of Scrutinizers—those who thoroughly research their hotel choices through online
travel review sites and other sources—has increased to 10 percent in 2014 from 7 percent last year.
Notably, the Scrutinizer group has the largest number of highly committed guests to a hotel brand.
Among all the problems experienced by guests, rooms that are not clean has the greatest negative
impact on satisfaction (213 points).
Challenges with Internet connectivity remain twice as prevalent as any other guest problem. The
negative impact of these problems is relatively consistent regardless of whether Internet access is
complimentary or guests have to pay an additional fee for it.
Hotel Segment Rankings
The following hotel brands rank highest in guest satisfaction in their respective segments:
 Luxury: Four Seasons Hotels and Resorts
 Upper Upscale: Kimpton Hotels (for a second consecutive year)
 Upscale: Hilton Garden Inn
 Midscale Full Service: Holiday Inn (for a fourth consecutive year)
 Midscale: Drury Hotels (for a ninth consecutive year)
 Economy/Budget: Microtel Inn & Suites by Wyndham (for a second consecutive year)
 Upper Extended Stay: Homewood Suites by Hilton (for a second consecutive year)
 Extended Stay: Candlewood Suites
The 2014 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June
2013 and May 2014 from more than 67,000 guests in Canada and the United States who stayed at a hotel in
North America between May 2013 and May 2014.
Media Relations Contacts
Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-598-1115;
[email protected]
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; [email protected]
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
About McGraw Hill Financial www.mhfi.com
# # #
(Page 2 of 2)
NOTE: Eight charts follow.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Luxury Segment
(Based on a 1,000-point scale)
JDPower.com
Power Circle RatingsTM
for consumers:
500 550 600 650 700 750 800 850 900
Four Seasons Hotels and Resorts
886
The Ritz-Carlton
879
Waldorf Astoria Hotels & Resorts
854
Luxury Average
849
JW Marriott
846
InterContinental Hotels & Resorts
845
Fairmont Hotels & Resorts
842
Grand Hyatt/Park Hyatt Hotels
831
W Hotels
830
Loews Hotels & Resorts
827
Included in this segment but not ranked due to small sample size are Andaz, Mandarin
Oriental, Sofitel, St. Regis Hotels & Resorts, The Luxury Collection and Viceroy Hotels &
Resorts
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Upper Upscale Segment
(Based on a 1,000-point scale)
500
550
600
650
700
750
800
JDPower.com
Power Circle RatingsTM
for consumers:
900
850
Kimpton Hotels
847
Omni Hotels & Resorts
843
Embassy Suites Hotels
830
Marriott Hotels & Resorts
830
Renaissance Hotels
828
Hyatt Hotels & Resorts
821
Upper Upscale Average
819
Hilton Hotels & Resorts
818
Westin Hotels & Resorts
809
Wyndham Hotels and Resorts
805
Sheraton Hotels & Resorts
795
Included in this segment but not ranked due to small sample size is Joie de Vivre
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Upscale Segment
(Based on a 1,000-point scale)
JDPower.com
Power Circle RatingsTM
for consumers:
500 550 600 650 700 750 800 850 900
Hilton Garden Inn
836
Hotel Indigo
835
Hyatt Place
832
SpringHill Suites
828
Aloft
822
Upscale Average
815
Courtyard
814
DoubleTree by Hilton
814
Delta Hotels and Resorts^
800
Radisson
794
Crowne Plaza Hotels & Resorts
791
Coast Hotels
784
Four Points by Sheraton
778
^Delta Hotels and Resorts will be included in the upper upscale segment in 2015.
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Midscale Full Service Segment
(Based on a 1,000-point scale)
500
550
600
650
700
750
800
Holiday Inn
850
JDPower.com
Power Circle RatingsTM
for consumers:
900
793
Midscale Full Service Average
765
Clarion
756
Ramada/Ramada Plaza
723
Howard Johnson
721
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Midscale Segment
(Based on a 1,000-point scale)
500
550
600
650
700
750
800
850
Drury Hotels
855
Hampton Inn/Suites
835
Holiday Inn Express
816
Fairfield Inn & Suites
815
Country Inns & Suites
810
Midscale Average
801
Comfort Suites
797
Wingate by Wyndham
796
Best Western Plus
791
La Quinta Inns & Suites
790
Sleep Inn
782
Comfort Inn
774
Best Western
772
AmericInn
764
Baymont Inn & Suites
750
Quality
748
Ramada Limited
JDPower.com
Power Circle RatingsTM
for consumers:
900
726
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Economy/Budget Segment
(Based on a 1,000-point scale)
JDPower.com
Power Circle RatingsTM
for consumers:
500 550 600 650 700 750 800 850 900
Microtel Inn & Suites by Wyndham
751
Red Roof Inn
723
Days Inn
710
Economy/Budget Average
697
Super 8
697
Howard Johnson Express
695
Travelodge
694
Americas Best Value Inn
692
Econo Lodge
691
Motel 6
690
Rodeway Inn
652
Knights Inn
645
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Upper Extended Stay Segment
(Based on a 1,000-point scale)
500
550
600
650
700
750
800
Homewood Suites by Hilton
850
843
Upper Extended Stay Average
836
Hyatt House
834
Residence Inn
834
Staybridge Suites
832
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
JDPower.com
Power Circle RatingsTM
for consumers:
900
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name
J.D. Power
2014 North America Hotel Guest Satisfaction Index StudySM
Customer Satisfaction Index Ranking
Extended Stay Segment
(Based on a 1,000-point scale)
JDPower.com
Power Circle RatingsTM
for consumers:
500 550 600 650 700 750 800 850 900
Candlewood Suites
804
TownePlace Suites
802
Hawthorn Suites by Wyndham
797
Extended Stay Average
Extended StayAmerica
752
722
Included in this segment but not ranked due to small sample size are InTown Suites,
Studio 6 Extended Stay, Suburban Extended Stay and Value Place.
Source: J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM
Power Circle Ratings Legend
Among the best
Better than most
About average
The rest
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is
release or J.D. Power survey results without the express prior written consent of J.D. Power.

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