J.D. Power seeing changes in hotel guest behavior

According to the company's latest survey, travelers' perceived value for higher hotel prices is highly dependent on how well the hotel meets their expectations

This year, the luxury and upper-upscale segments are showing strong guest satisfaction scores, while the limited-service hotel segments are experiencing year-over-year declines in guest satisfaction, according to the J.D. Power 2024 North America Hotel Guest Satisfaction Index (NAGSI) study.

Key takeaways

• With post-pandemic travel prices still elevated, it is not surprising that hotel guests report taking fewer trips on average;
• However, these hotel guests are staying longer on their trips, which puts a real focus on the hotel property, from room cleanliness and facility maintenance to interactions with front desk staff;
• Finally, traveler expectations have risen along with hotel room rates, and when hotels fail to meet or exceed those expectations, perceptions of value for money decline.

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