JD Power 2008 North America Hotel Guest Satisfaction Study

For the past several weeks I have been thinking about writing a piece on hotel brands and hotel market segments.  The release yesterday of the JD Power 2008 North America Hotel Guest Satisfaction Study brought the idea back to the forefront.  Overall customer satisfaction with hotels is on the decline.  The luxury and extended stay hotel markets were the only market segments not showing a decline in customer satisfaction from 2007.

My friends on July 4^th were quite impressed with my corner room suite at the Le Meridien San Francisco, a Starwood brand hotel.   Two of my friends have Starwood employee connections and could get a hotel room at the Le Meridien at quite a discount, but they did not know the hotel was a Starwood brand.

I typically find the most confusing aspect for travelers learning about hotel loyalty programs is the lack of familiarity with the variety of hotel brands in the major hotel chains.  Hilton, Marriott, Starwood, and InterContinental are multi-brand hotel corporations and their hotel loyalty programs represent over 30 hotel brands.

J.D. Power and Associates performs an annual Hotel Guest Satisfaction study that segments the hotel market into six categories.  I have added loyalty program information next to the hotel brand and I have added additional brands from the major programs.

1. Luxury Market Segment Hotel Brands

            a. Fairmont Hotels (Fairmont President’s Club)

            b. Four Seasons (no traditional loyalty program)

            c. InterContinental Hotels (IHG Priority Club and Ambassador Club)

            d. JW Marriott (Marriott Rewards)

            e. Loews Hotels (Loews You First)

            f. Millennium Hotels, (hotels are primarily outside North America; no traditional loyalty program)

            g. Sofitel Hotels (Accor Hotels, redesigned loyalty program to launch Sep 2008)

            h. Ritz-Carlton (Marriott Rewards redemption only),

            i. W Hotel (Starwood Preferred Guest) 

          Luxury Hotel Brands Missing from JD Power survey:

            Waldorf=Astoria (Hilton HHonors)

            Conrad Hotels (Hilton HHonors)

            St. Regis Hotels (Starwood Preferred Guest) 

            The Luxury Collection (Starwood Preferred Guest) 

            Le Meridien Hotels (Starwood Preferred Guest) 

            Park Hyatt (Hyatt Gold Passport)

 

Upscale Market Segment Hotel Brands

            a. Crowne Plaza (IHG Priority Club)

            b. Delta (Delta Privilege), Canadian hotel chain

            c. Doubletree (Hilton HHonors)

            d. Embassy Suites (Hilton HHonors)

            e. Hyatt Hotels (Hyatt Gold Passport)

            f. Marriott Hotels (Marriott Rewards)

            g. Omni Hotels (Omni Select Guest),

            h. Radisson (Carlson Gold Points Plus)

            i. Renaissance (Marriott Rewards)

            j. Sheraton (Starwood Preferred Guest) 

            k. Westin (Starwood Preferred Guest) 

            l. Wyndham Hotels (Wyndham Rewards)

          Missing Brands:  Cambria Suites (Choice Privileges)

 

Mid-Scale Full Service Market Segment Hotel Brands

            a. Best Western (Best Western Gold Crown Club)

            b. Clarion (Choice Privileges)

            c. Courtyard (Marriott Rewards)

            d. Four Points by Sheraton (Starwood Preferred Guest) 

            e. Hilton Garden Inn (Hilton HHonors)

            f. Holiday Inn (IHG Priority Club)

            g. Howard Johnson Hotels (Wyndham Rewards)

            h. Hyatt Place (Hyatt Gold Passport)

            i. Quality Inn (Choice Privileges)

            j. Ramada Inn (Wyndham Rewards)

 

Mid-Scale Limited Service Market Segment Hotel Brands

          a. AmericInn  (AmericInn Rewards)

            b. AmeriSuites (Wyndham Rewards)

            Note: most hotels in the AmeriSuites brand were converted to Hyatt Place Hotels or sold in 2008.

            c. Baymont Inn (Wyndham Rewards)

            d. Comfort Inn (Choice Privileges)

            e. Comfort Suites (Choice Privileges)

            f. Country Inns and Suites (Carlson Gold Points Plus)

            g. Drury Inn and Suites (Drury Gold Key Club)

            h. Fairfield Inn (Marriott Rewards)

            i. Hampton Inn (Hilton HHonors)

            j. Holiday Inn Express (IHG Priority Club)

            k. La Quinta Inn (La Quinta Returns)

            l. Ramada Limited (Wyndham Rewards)

            m. Sleep Inn (Choice Privileges)

            n. Springhill Suites (Marriott Rewards)

            o. Wingate by Wyndham (Wyndham Rewards)

 

Economy/Budget Market Segment Hotel Brands

          a. America’s Best Value Inn (ValueClub)

            b. Days Inn (Wyndham Rewards)

            c. Econolodge (Choice Privileges)

            d. Howard Johnson Express (Wyndham Rewards)

            e. Knights Inn (Wyndham Rewards)

            f. Microtel Inns (MicroPass, but Wyndham recently bought Microtel and perhaps this program will become part of Wyndham Rewards)

            g. Motel 6 (Accor, but no participation in Accor hotel loyalty program)

            h. Red Roof Inn (Redicard)

            i. Rodeway Inn (Choice Privileges)

            j. Super 8 Motel (Wyndham Rewards)

            k. Travelodge (Wyndham Rewards)

 

Extended Stay Market Segment Hotel Brands

          a. Candlewood Suites (IHG Priority Club)

            b. Extended Stay America (Extended Stay Hotels, no loyalty program)

            c. Hawthorn Suites (Wyndham Rewards)

            d. Homestead Studio Suites (Extended Stay Hotels, no loyalty program but register for Suite Offers online and receive $10 off next stay)         

            e. Homewood Suites (Hilton HHonors)

            f. Residence Inn (Marriott Rewards)

            g. Staybridge Suites (IHG Priority Club)

            h. TownePlace Suites (Marriott Rewards)

Other Extended Stay Hotel Brands:

            Element (Starwood Preferred Guest)  new extended stay brand