The 22nd annual J.D. Power and Associates North American Hotel Guest Satisfaction Survey of 55,000 guests between May 2016 and May 2017 shows that direct booking numbers for hotels in North America are flat, although guests are more satisfied with their hotel experiences than ever.
The figure of 67% booing direct is down 1% on the previous two years,while bookings via OTAs have risen very slightly year-on-year.
This year’s survey emphasised service, check-in and check-out and food and beverage options as a way to grow consumer loyalty, more than mobile apps and technology.
With accommodation split into several categories, Staybridge Suites came top for the second year running in the Upper Extended Stay bracket, while Home2 Suites by Hilton gained most satisfaction in Extended Stay.