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

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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. 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) Economy

SureStay Hotel by Best Western 824

Americas Best Value Inn 804

Microtel Inn & Suites by Wyndham 798

InTown Suites 795

Econo Lodge 784

Days Inn by Wyndham 776

WoodSpring Suites 776

Travelodge by Wyndham 775

Red Roof Inn 770

Segment Average 769

Super 8 by Wyndham 768

Studio 6 767

Howard Johnson by Wyndham 759

Motel 6 757

Extended Stay America 745

Rodeway Inn 728

Knights Inn 725

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.