Jumeirah Hotels and Resorts posted the top customer satisfaction score (+6.3 to 97.9) among hotel brands in the second quarter’s Market Metrix Hospitality Index, which is based on 35,000 customer interviews.
Overall guest satisfaction with hotels rose slightly during the quarter (+0.2 to 84.5). Most industry segments reported higher satisfaction scores, with upper midscale hotels (+1 to 84) and luxury hotels (+0.9 to 89.4) posting the biggest gains.
Luxury hotels received the highest satisfaction scores (89.4). In addition to Jumeirah’s strong performance, Baglioni Hotels showed marked improvement in its score (+11 to 96.6). Timeshares ranked second in terms of satisfaction scores, with Disney Vacation Club holding the top spot in the category despite lower scores compared to last year (-3.7 to 88.1).
For more findings from the Market Metrix Hospitality Index, click here.