Hotel guests really like hotels operated by Columbia Sussex. That’s according to the just-released JD Power 2026 North America Third-Party Hotel Management Guest Satisfaction Benchmark, a study based on feedback from 5,642 guests.
Columbia Sussex, based in Crestview, Ky., and with a portfolio of around 50 mostly branded hotels, produced a score of 739.
Rounding out the top five are Crestline Hotels & Resorts, Driftwood Hospitality, Concord Hospitality and White Lodging.
Guest satisfaction at branded hotels operated by third-party management companies improved in 2026, with the overall score rising 14 points to 696 from 682 a year earlier, showing year-over-year improvement across all operational areas, with the strongest gains seen in guestrooms and staff service.
The benchmark reflects efforts by hotel management companies to invest in the property itself and hotel staff training. Guest satisfaction improved year over year across all operational areas, particularly guest rooms. Staff service satisfaction among first-time guests at the hotel increased 26 points year over year.
“Franchised hotel property investments are paying off in higher guest satisfaction compared to last year,” said Andrea Stokes, hospitality practice lead of JD Power. “Where we see further opportunity is in guest perceptions of hotel lobbies and common areas.”
The benchmark found that common areas remain an opportunity despite rising guest satisfaction across most areas. Only 43% of guests perceive hotel common areas as inviting and 48% view them as modern.
The North America Third-Party Hotel Management Guest Satisfaction Benchmark is now in its seventh year. It evaluates guest satisfaction with branded hotels operated by the largest third-party hotel management companies and includes operators with 14,000 or more branded hotel rooms under management.
The benchmark evaluates seven dimensions, in order of importance: guestroom; hotel staff service; value for prices paid; check-in/check-out; hotel facility; food and beverage; and hotel connectivity. The 2026 benchmark is based on 5,642 survey responses for past 30-day branded hotel stays from May 2025 through May 2026.