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Ritz-Carlton ranked top luxury hotel brand in guest satisfaction survey

Posted by Melanie Nayer  July 29, 2012 10:31 AM

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Ritz_SanFrancisco_00052_vert_x518.jpgPersonalized service? Check. Warm welcome? Check. Increased guest satisfaction overall? Check. The Ritz-Carlton company continues to lead the ranks as the hotel group that shines when it comes to providing the best overall guest experience, according to a the latest hotel guest satisfaction study from J.D. Power and Associates

According to the report, while hotel rates have continued to rise, hotel guest satisfaction has declined 7 index points from 2011, and satisfaction with guest rooms has declined within one point of its lowest level in the past seven years.

However, not all is lost for the hotel industry. The following hotel brands rank highest in guest satisfaction within their respective segments:

Luxury: The Ritz-Carlton (for a third consecutive year)
Upper Upscale: Omni Hotels & Resorts
Upscale: Hilton Garden Inn and SpringHill Suites
Mid-Scale Full Service: Holiday Inn
Mid-Scale Limited Service: Drury Hotels
Economy/Budget: Jameson Inn
Extended Stay: Homewood Suites

Some of the key findings from the report show that cost and fees associated with hotel travel weigh heavily on guest satisfaction. Most guests rate Internet fees and resort fees as the major source of dissatisfaction from hotels. Other areas of annoyance included:

  • reservations
  • check-in/check-out
  • guest room cleanliness and space
  • food and beverage services
  • general hotel services
  • hotel facilities
  • costs and fees


The J.D. Power and Associates Hotel Guest Satisfaction survey measures overall hotel guest satisfaction across hotel segments ranging from luxury to budget across seven key measurement areas – reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.

Readers: What frustrates you most about your hotel stays?

Photo credit: The Ritz-Carlton, San Francisco

This blog is not written or edited by Boston.com or the Boston Globe.
The author is solely responsible for the content.

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About the author

Melanie Nayer is a travel writer who spent many years in the newsroom before jetting off to see the world. Her goal is to bring readers the best insider information More »

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