Highest Customer Satisfaction Scores Per Tier
Hotel Categories – and Scores*

Luxury

• Ritz-Carlton – 858
• Four Seasons Hotels and Resorts – 852
• W Hotels – 833

Tier average 829

Upper Upscale

• Embasy Suites Hotels – 817
• Omni Hotels & Resorts – 811
• Marriott Hotels & Resorts – 808

Tier average 795

Upscale

• Hotel Indigo – 838
• Hyatt Place – 819
• Hilton Garden Inn – 817

Tier average – 794

 Extended Stay

• Homewood Suites – 821
• Residence Inn – 819
• Staybridge Suites – 817

Tier average 782

Midscale Full Service

• Holiday Inn – 775
• Best Western – 765
• Ramada Inn/Plaza – 725

Tier average 752

Midscale Limited Service

• Drury Inn & Suites – 836
• Hampton Inn/Suites – 824
• Wingate by Wyndham – 817

Tier average 787

Economy/Budget

• Microtel Inn & Suites – 740
• Howard Johnson Express/Inns – 704
• Days Inn – 701

Tier average 679

*On an ascending scale of 1 to 1,000

Source: J.D. Power and Associates 2011
North American Hotel Guest Satisfaction Index Study

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