Cleanliness and Communication Continue to Drive Hotel Guest Satisfaction, J.D. Power Finds Drury Hotels Receives Segment Award for 15th Consecutive Year TROY, Mich.: 22 July 2020 — A year ago, hotel summer marketing and advertising efforts were in full swing with images of epic pools, zen-like spas and cozy bed linens. Today, hotel ads are filled with images of electrostatic sprayers, updates on new cleaning protocols and offers for free last-minute cancellations. These are smart moves, according to the J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, which finds that meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satisfaction. “While the COVID-19 pandemic has certainly amplified the importance of hotel cleanliness, it has historically been an important focal point for hotel guests,” said Andrea Stokes, hospitality practice lead at J.D. Power. “In fact, satisfaction with guest room cleanliness has been climbing steadily for many years, as most hotels already adhered to very high housekeeping standards. The other critical variable for the industry right now is proactive communication with guests—both about the specific steps hotels are taking to protect guests and about any service and amenity limitations due to COVID-19. As we continue to take the pulse of travelers during the pandemic, the ability of hotels to clearly manage guest expectations, both pre-stay and at the property, will be key to maintaining high satisfaction during this difficult period.” Following are some key findings of the 2020 study: • Guest room cleanliness scores reach record high: Guest satisfaction with the cleanliness of their room increases for a fifth consecutive year, reaching an all-time high rating of 8.53 (on a 10-point scale) in 2020. Room cleanliness is a key driver of satisfaction, as the overall satisfaction score among guests who say they are “delighted” (rating of 10 points) with the cleanliness of the guest room averages 942 (on a 1,000-point scale) vs. an overall satisfaction score of 829 among those who are merely “pleased” (rating of 8-9) with the cleanliness of their guest room. • Pre-stay communications create essential opportunity to build trust: Overall satisfaction scores fall 66 points, on average, when no pre-stay communications are received. Based on a separate J.D. Power pulse survey conducted April 17-19 of this year, hotel efforts to inform travelers about their specific cleaning and sanitization protocols are among the most important actions hotels can take to make travelers feel comfortable. • Need to be up front about limitations: Many hotels across North America are still operating under capacity restrictions and limitations regarding dining areas/restaurants, public pools, fitness centers and spas. It is essential that hotels use pre-stay communications to address any limited services and amenities as well as guest safety requirements. Based on J.D. Power data collected since the beginning of the pandemic, hotel guests understand the challenges faced by the industry and value direct, honest communication now more than ever before. Study Rankings The following hotel brands rank highest in guest satisfaction in their respective segment: Luxury: The Luxury Collection Upper Upscale: Wyndham Grand Hotels jdpower.com/business Upscale: Hyatt House Upper Midscale: Drury Hotels (for a 15th consecutive year) Midscale: Tru by Hilton Economy: SureStay Hotel by Best Western The 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study, now in its 24th year, analyzes guest responses to more than 150 questions regarding hotel stay experiences and benchmarks the performance of 102 brands across six market segments. This year’s study is based on responses from 37,843 hotel guests for stays between May 2019 and March 2020. For more information about the 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study. To view the online press release, please visit http://www.jdpower.com/pr-id/2020082. J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe. Media Relations Contacts Geno Effler, J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected] John Roderick; Huntington, NY.; 631-584-2200; [email protected] About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press- release-info # # # NOTE: Six charts follow. Year / Project / Study Name J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) Luxury The Luxury Collection 896 The Ritz-Carlton 888 Waldorf Astoria 881 Loews Hotels 878 JW Marriott 876 Four Seasons 875 InterContinental Hotels & Resorts 872 Grand Hyatt 871 St. Regis 871 Segment Average 870 W Hotels 862 Andaz 860 Trump Hotels 860 Conrad 859 Park Hyatt 859 Sofitel 857 Thompson Hotels 857 Fairmont 849 Source: J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study SM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power. Year / Project / Study Name J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) Upper Upscale Wyndham Grand Hotels 882 Hard Rock Hotels 875 Hotel Indigo 869 Curio Collection 868 Omni Hotels & Resorts 866 Renaissance Hotels 862 Marriott 861 Kimpton 860 Hilton Hotels and Resorts 859 Embassy Suites 858 Le Méridien 857 Segment Average 856 Hyatt Regency/Hyatt 855 Millennium Hotels 854 Autograph Collection 847 Westin Hotels & Resorts 843 Sheraton 840 Source: J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study SM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power. Year / Project / Study Name J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) Upscale Hyatt House 872 AC Hotels by Marriott 866 Hilton Garden Inn 864 Best Western Premier 862 Hyatt Place 862 Cambria Hotels & Suites 859 Staybridge Suites 859 aloft Hotels 856 SpringHill Suites by Marriott 853 Homewood Suites by Hilton 852 Courtyard by Marriott 849 Residence Inn 849 Segment Average 849 Wyndham Hotels 845 Radisson 843 DoubleTree by Hilton 842 Delta Hotels 836 Crowne Plaza 828 Four Points by Sheraton 824 Ascend Collection 822 Source: J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study SM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power. Year / Project / Study Name J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) Upper Midscale Drury Hotels 868 TownePlace Suites by Marriott 861 Home2 Suites by Hilton 857 Holiday Inn Express 854 Hampton by Hilton 853 Fairfield by Marriott 847 Segment Average 844 Best Western Plus 842 Wyndham Garden 839 Comfort Suites 838 La Quinta Inns & Suites 836 Country Inn & Suites by Radisson 835 Holiday Inn 831 Comfort Inn 818 Clarion 817 Source: J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study SM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power. Year / Project / Study Name J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) Midscale Tru by Hilton 868 Wingate by Wyndham 843 Candlewood Suites 841 AmericInn by Wyndham 835 Best Western 835 Sleep Inn 829 Segment Average 816 Hawthorn Suites by Wyndham 814 Ramada by Wyndham 801 Quality Inn 800 Sandman Hotels 800 Baymont by Wyndham 799 Source: J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study SM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source.