Hotel guests see better value for the rates they pay

Hotel guest satisfaction scores improved year over year at hotels managed by third-party operators, driven by improved perceived value and faster, more responsive staff

The J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark reports overall guest satisfaction of branded hotels operated by third parties reached 683 out of 1,000, an improvement of eight points over last year. It cited cleanliness of guestrooms; maintenance and upkeep of the hotel; and hotel staff responsiveness

Key takeaways

• Overall satisfaction rises significantly year over year: Overall guest satisfaction with hotels run by third-party management companies is 683 (on a 1,000-point scale), up 8 points from a year ago;
• Improved guest experience offsets higher prices: Although guests at branded hotels say they are paying more for their rooms this year, overall improvement in perceived value for price for the largest third-party managed hotels has risen 6 points, on average, from 2023.
• Faster front desk service and improved staff responsiveness: Across all operational areas in the benchmark, staff service achieves the highest guest scores.

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