Hotel Hiring Spree Pays Dividends in Customer Satisfaction, J.D. Power Finds
Staff Service, Effective Problem Resolution Keep Guests Coming Back for More Amid Ongoing Travel BoomTROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023,1 just shyof the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North
America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing anddoubling down on customer service. According to the J.D. Power 2023 North America Hotel Guest
Satisfaction Index (NAGSI) Study,SM released today, staff service garners the highest level of satisfaction
among all guest experience factors measured. Driven in large part by a hiring surge in the leisure andhospitality sector during the past 12 months, new and returning hospitality workers are providing agenerally positive hotel stay experience.
“Hotel hiring continues to increase, and leisure and hospitality is the ‘rock star’ among industries reported
in monthly U.S. Bureau of Labor Statistics employment figures,” said Andrea Stokes, hospitality practicelead at J.D. Power. “This boost in hotel staffing is showing up in the form of high customer satisfaction
scores. Staff service is now the highest-scoring factor in this study across all hotel segments from
economy to luxury, underscoring the critical role that frontline staff play in defining the guest experience.”
Following are additional key findings of the 2023 study:•High scores for hotel staff linked to low problem incidence: Overall satisfaction with hotel staff is701 (on a 1,000-point scale), making it the single highest-scoring factor in this year’s study. Hotel
staff play a key role in avoiding and resolving problems, with 86% of hotel guests saying theyexperienced no problems during their stay.

•Creating a perfect lobby: Guests’ experience with hotel lobbies/common areas can positively affectoverall satisfaction, but it plays out differently in various hotel segments. Among luxury hotel
guests, for example, it is important to have a lobby that is modern and unique. In upscale hotels,
particularly upscale extended stay hotels, guests are looking for a lobby that is welcoming andinviting.

•Value remains crucial to satisfaction: Value for price paid given quality and service received is still
top of mind for hotel guests. Overall satisfaction among guests who rate the value for price paid of
their guest room as excellent or perfect (on a scale of poor to perfect) is 302 points higher thanamong guests who do not.

Study Rankings
The following hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: Waldorf Astoria (788)Upper Upscale: Hard Rock Hotels (723) for a third consecutive year and Margaritaville Hotels & Resorts(723), in a tie
Upscale: Cambria Hotels & Suites (738)1American Hotel & Lodging Association Hotel Occupancy https://www.ahla.com/sites/default/files/SOTI_report_Oxford_Data_Occupancy.pdf

jdpower.com/businessUpscale Extended Stay: Hyatt House (729) (for a second consecutive year)
Upper Midscale: Trademark Collection by Wyndham (762)Upper Midscale/Midscale Extended Stay: Home2 Suites by Hilton (681)
Midscale: Tru by Hilton (708)
Economy: Americas Best Value Inn (637) and Microtel by Wyndham (637) in a tie
Economy Extended Stay: WoodSpring Suites (609)
The North America Hotel Guest Satisfaction Index (NAGSI) Study was redesigned for 2023. Now in its 27thyear, the study measures overall customer satisfaction based on performance in six factors (inalphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; staffservice; and value for price. The study benchmarks the performance of 102 brands across nine market
segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May2023.
For more information about the North America Hotel Guest Satisfaction Index (NAGSI) Study, visit
https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.
See the online press release at http://www.jdpower.com/pr-id/2023077.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer inthe use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understandconsumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions
with brands and products for more than 50 years. The world's leading businesses across major industries
rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’sbusiness offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found atJDPower.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/pressrelease-info###NOTE: Nine charts follow.

J.D. Power2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

LuxuryWaldorf Astoria

788

The Ritz-Carlton

776

Four Seasons

754

Grand Hyatt

752

The Luxury Collection

743

W Hotels

738

Segment Average

733

Conrad Hotels & Resorts

731

JW Marriott

726

Loews Hotels

711

Fairmont

706

InterContinental Hotels & Resorts

705

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Upper Upscale
Hard Rock Hotels

723

Margaritaville Hotels & Resorts

723

Le Méridien

714

Omni Hotels & Resorts

708

Hyatt Regency

704

Canopy by Hilton

700

Hilton Hotels & Resorts

699

Marriott698

Hotel Indigo

693

Segment Average

693

Kimpton690

Westin Hotels & Resorts

690

Autograph Collection

689

Curio Collection by Hilton

685

Hyatt Centric

682

Renaissance Hotels

680

Sheraton

675

Embassy Suites by Hilton

673

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SMCharts 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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)UpscaleCambria Hotels & Suites

738

AC Hotels by Marriott

704

Delta Hotels

703

element

703

Hilton Garden Inn700

Ascend Collection

692

Hyatt Place

691

Aloft Hotels

686

Wyndham Hotels

683

Segment Average

680

SpringHill Suites by Marriott

678

Courtyard by Marriott

674

Sonesta Hotels & Resorts

674

Crowne Plaza

673

Best Western Premier

670

Radisson

668

Tapestry Collection by Hilton

668

DoubleTree by Hilton

661

Four Points by Sheraton

656

Sonesta Select652

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)Upscale Extended Stay

Hyatt House

729

Homewood Suites by Hilton

672

Segment Average

672

Staybridge Suites

671

Residence Inn

664

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Upper Midscale
Trademark Collection by Wyndham

762

Drury Hotels

739

Wyndham Garden

691

Hampton by Hilton

684

Fairfield by Marriott

679

Holiday Inn

676Best Western Plus

674

Holiday Inn Express

673

Segment Average671Comfort Suites

654

Comfort Inn

651

Country Inn & Suites by Radisson

647

Clarion626

La Quinta Inns & Suites

621

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Upper Midscale and Midscale Extended Stay

Home2 Suites by Hilton

681

Candlewood Suites

680

TownePlace Suites by Marriott

675

Segment Average

674

Sonesta ES Suites

670

MainStay Suites

665

Hawthorn Suites by Wyndham

655

Sonesta Simply Suites

627

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

MidscaleTru by Hilton

708

Wingate by Wyndham

671

Best Western

644

Sleep Inn

634

AmericInn by Wyndham

633

Segment Average

625

Baymont Inn & Suites by Wyndham

609

Ramada by Wyndham

606

Quality Inn

602

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

EconomyAmericas Best Value Inn

637

Microtel by Wyndham

637

SureStay618

Howard Johnson by Wyndham

610

Travelodge by Wyndham

580

Studio 6578

Red Roof Inn

576

Super 8 by Wyndham

560

Segment Average

558

Days Inn by Wyndham

556

Knights Inn

551

Motel 6
Econo Lodge

533
517

Rodeway Inn499

OYO487

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 North America Hotel Guest Satisfaction Index (NAGSI)
StudySMYear / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Economy Extended Stay

WoodSpring Suites

609

Segment Average

585

Extended Stay America

583

InTown Suites

579

Source: J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study SM
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 isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.