The Top 5 North American Luxury Hotel Brands with the Highest Customer Satisfaction

Hotel Chain Overall Satisfaction Score
1 The Ritz-Carlton 861 /1000
2 Four Seasons Hotels and Resorts 848 /1000
3 JW Marriott 830 /1000
4 Fairmont Hotels & Resorts 816 /1000
5 InterContinental Hotels & Resorts 802 /1000
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  1. The J.D. Power and Associates study found that the proportion of hotel guests making reservations online has increased in 2010, to 58 percent (from 54 percent in 2009). Luxury hotel guests of extended stay properties are the most likely to book their reservation on the Internet, while Hotel guests of economy/budget hotels are the least likely. Overall, hotel guests are more likely to book online using the hotel brand's website rather than an independent travel website. Most hotel guests who make reservations through an independent travel website indicate they do so because of price. However, twice as many guests experienced problems with their reservation when booking through independent sites, compared with hotel brand websites.
  2. According to the study the top five "must-have" amenities for hotel guests in 2010 are wireless Internet access; complimentary breakfast; bedding and pillow choices, pillow-top mattresses; and free parking. The study also found that the vast majority of hotel guests (87%) indicate they prefer a smoke-free environment in hotels. Guests area also starting to expect wireless Internet access in their hotel rooms as a basic amenity.
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Tags: Hotels, Top 5 Highest, The United States, Canada, Brands & Consumer Products

Sources: J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index Study.

List Notes: Data is for the year 2010. The luxury segment average for this study was a score of 822.
North American Luxury Hotel Brands with the Highest Customer Satisfaction

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