J.D. Power Report: Guest Satisfaction Rises at Branded Hotels
J.D. Power's 2026 North America Third-Party Hotel Management Guest Satisfaction Benchmark shows overall satisfaction up 14 points to 696, from 682 in 2025. The benchmark is based on feedback from 5,642 guests for stays from May 2025 to May 2026. Guest rooms drove improvement, but lobbies and common areas remain opportunities. Columbia Sussex led with 739, followed by Crestline Hotels & Resorts and Driftwood Hospitality Management.
Impact and considerations
The report shows returns on investment by third-party management companies; room improvements boost satisfaction, but common areas remain a focus, offering insights for owners and operators.
Key points
- Overall satisfaction up 14 points to 696
- Guest rooms main driver of improvement
- Common areas still need improvement
- Columbia Sussex ranks highest
Sources and time
- Primary source
- Hotel Dive
- Other sources
- 0
- First source publication
- 8 Sept 2026, 08:00
- Page published
- 9 Sept 2026, 00:07
- Last updated
- 8 Sept 2026, 08:00
- Original links
- Hotel Dive Feed：Guest satisfaction is up at branded hotels: report (opens in a new tab)Primary source · en · Published 8 Sept 2026, 08:00