The J.D. Power 2017 North America Hotel Guest Satisfaction Index Study measures across eight hotel segments including extended stay for overall satisfaction, reservation, check-in/check-out, guest room, food & beverage, hotel services and facilities, and cost & fees.

Key findings in this 21st annual edition include:

  • Bookings made via OTAs or apps, rather than directly with a hotel, make it more likely guests will experience a problem and be less satisfied with their stay.
  • Mobile apps are associated with higher guest satisfaction and make guests more willing to share positive experiences on social media – equally, those who have had a bad experience are also likely to share online.
  • Hotel rewards members are far more likely to book direct with a hotel or on a loyalty member site (75%) than those who are not members (47%), and their satisfaction is higher.

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