The Best Hotels In America, According To J.D. Power

What are the best hotels in America? It’s a question many people are asking as the travel industry rebounds from the pandemic and hotels across North America are experiencing a surge in occupancy rates.

In a quest to identify the best hotel chains that excel in customer satisfaction, J.D. Power—which also ranks the best airlines, airports, rental car companies and more—has released its highly anticipated annual North America Hotel Guest Satisfaction Index Study.

The study tracks the performance of 102 hotel brands across nine market segments, based on responses from 33,754 hotel guests. This comprehensive study ranks the best hotel chains based on overall customer satisfaction across six key factors, including communications and connectivity, food and beverage, guest rooms, facilities, staff service and value for price.

As hotels continue to ramp up staffing and double down on customer service efforts, this year’s study sheds light on the hotel chains that have succeeded in creating the most memorable and delightful stays for their guests. The study not only provides valuable insights for the hospitality industry but also serves as a guide for travelers seeking the ultimate hotel experience.

Overall, satisfaction levels are high in 2023. “Only a small portion of guests (14%) indicate they experienced a problem with the hotel during the stay,” Andrea Stokes, hospitality practice lead at J.D. Power, told me in an interview.

These high customer satisfaction scores are due in large part to staffing. “There is continued high consumer demand for hotel lodging post pandemic, and hotels are better able to keep up with that demand due to recent robust hiring in the leisure and hospitality sector,” says Stokes.

Beyond staffing, the study reveals other key factors contributing to guest satisfaction, including value for money and the design of the hotel lobby, which varies according to the segment. For luxury hotels, guests value a modern and unique lobby, while at upscale properties—particularly extended stay hotels—guests want a welcoming and inviting look.

The J.D. Power study also identifies the top-ranking hotel brands in various segments based on guest satisfaction.

Coming in at the top of the list for the Luxury division is Waldorf Astoria. For the Upper Upscale brands, Hard Rock Hotels comes out on top for a third consecutive year, tying with Margaritaville Hotels & Resorts. In the Upscale category, Cambria Hotels & Suites is the winner.

For Upscale Extended Stay brands, Hyatt House wins for a second consecutive year. The top brand in the Upper Midscale division is Trademark Collection by Wyndham. Home2 Suites by Hilton wins for Upper Midscale/Midscale Extended Stay.

Midscale’s winner is Tru by Hilton. In the Economy division, it’s a tie between Americas Best Value Inn and Microtel by Wyndham. Finally, in Economy Extended Stay, WoodSpring Suites is the winner.

Read on for the rankings to see where various hotel chains ranked in the J.D. Power North America Hotel Guest Satisfaction Index Study for 2023.

Ranked: Luxury Hotels

  1. Waldorf Astoria
  2. Ritz-Carlton
  3. Four Seasons
  4. Grand Hyatt
  5. The Luxury Collection
  6. W Hotels
  7. Conrad Hotels & Resorts
  8. JW Marriott
  9. Loews Hotels
  10. Fairmont
  11. InterContinental Hotels & Resorts

Ranked: Upper Upscale Hotels

1 . Hard Rock Hotels and Margaritaville Hotels & Resorts (tie)

3. Le Méridien

4. Omni Hotels & Resorts

5. Hyatt Regency

6. Canopy by Hilton

7. Hilton Hotels & Resorts

8. Marriott

9. Hotel Indigo

10. Kimpton

11. Westin Hotels & Resorts

12. Autograph Collection

13. Curio Collection by Hilton

14. Hyatt Centric

15. Renaissance Hotels

16. Sheraton

17. Embassy Suites by Hilton

Ranked: Upscale Hotels

  1. Cambria Hotels & Suites
  2. AC Hotels by Marriott
  3. Delta Hotels
  4. element
  5. Hilton Garden Inn
  6. Ascend Collection
  7. Hyatt Place
  8. Aloft Hotels
  9. Wyndham Hotels
  10. SpringHill Suites by Marriott
  11. Courtyard by Marriott
  12. Sonesta Hotels & Resorts
  13. Crowne Plaza
  14. Best Western Premier
  15. Radisson
  16. Tapestry Collection by Hilton
  17. DoubleTree by Hilton
  18. Four Points by Sheraton
  19. Sonesta Select

Ranked: Upscale Extended Stay Hotels

  1. Hyatt House
  2. Homewood Suites by Hilton
  3. Staybridge Suites
  4. Residence Inn

Ranked: Upper Midscale Hotels

  1. Trademark Collection by Wyndham
  2. Drury Hotels
  3. Wyndham Garden
  4. Hampton by Hilton
  5. Fairfield by Marriott
  6. Holiday Inn
  7. Best Western Plus
  8. Holiday Inn Express
  9. Comfort Suites
  10. Comfort Inn
  11. Country Inn & Suites by Radisson
  12. Clarion
  13. La Quinta Inns & Suites

Ranked: Upper Midscale and Midscale Extended Stay Hotels

  1. Home2 Suites by Hilton
  2. Candlewood Suites
  3. TownePlace Suites by Marriott
  4. Sonesta ES Suites
  5. MainStay Suites
  6. Hawthorn Suites by Wyndham
  7. Sonesta Simply Suites

Ranked: Midscale Hotels

  1. Tru by Hilton
  2. Wingate by Wyndham
  3. Best Western
  4. Sleep Inn
  5. AmericInn by Wyndham
  6. Baymont Inn & Suites by Wyndham
  7. Ramada by Wyndham
  8. Quality Inn

Ranked: Economy Hotels

1. Americas Best Value Inn and Microtel by Wyndham (tie)

3. SureStay

4. Howard Johnson by Wyndham

5. Travelodge by Wyndham

6. Studio 6

7. Red Roof Inn

8. Super 8 by Wyndham

9. Days Inn by Wyndham

10. Knights Inn

11. Motel 6

12. Econo Lodge

13. Rodeway Inn

14. OYO

Ranked: Economy Extended Stay Hotels

  1. WoodSpring Suites
  2. Extended Stay America
  3. InTown Suites


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