As the hotel industry continues its transition to more operations, guests are looking for the return of amenities such as breakfast service that had been the norm prior to the pandemic. This according to the J.D. Power 2021 North America Hotel Guest Satisfaction Index Study.
The survey found satisfaction with hotels generally held up well during the pandemic. Andrea Stokes, hospitality practice lead, credits frontline staff navigating a very difficult situation while holding overall guest satisfaction steady and actually improving customer satisfaction with staff interactions.
However, she said, guest expectations are rising rapidly, and it is clear that guests expect breakfast service to resume, especially in limited-service hotels that usually provide a complimentary hot breakfast.
The survey also showed the following brands ranking highest in guest satisfaction in their respective segments: luxury, Ritz-Carlton; upper-upscale, Hard Rock Hotels; upscale, AC Hotels; upper-midscale, Drury Hotels; midscale, Tru by Hilton; and economy, SureStay by Best Western.