Marriott International luxury brands The Ritz-Carlton Hotel Company LLC, JW Marriott Hotels & Resorts, and W Hotels were all recognised for its high guest satisfaction rating among travellers by the J.D. Power 2017 North American Hotel Guest Satisfaction Index Survey.
The J.D. Power study, now in its 21st year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy; upper extended stay; and extended stay. It looks closely at seven key factors to determine guest satisfaction, including the reservation process, check-in/check-out efficiency, guest-room accommodations, food and beverage, hotel services and facilities, and cost and fees.
The Ritz-Carlton was named the number one luxury brand for the third consecutive year, while JW Marriott, which was ranked third in last year's survey, increased its overall score by 14 points and advanced to the number one spot for the first time.
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