TROY, Michigan—Resort company in each phase really feel they’re getting higher worth for his or her journey greenback, and in response to the J.D. Energy 2025 North America Resort Visitor Satisfaction Index (NAGSI) Examine, key drivers of that improved notion of worth are larger satisfaction with guestrooms, together with situation, cleanliness, and room facilities similar to sensible TVs.
“We’re at an necessary inflection level within the journey market the place a number of years of record-high resort demand and the tempo of room charge will increase is beginning to sluggish,” mentioned Andrea Stokes, hospitality follow lead at J.D. Energy. “Resort proprietor and operator investments in visitor room décor and furnishings, along with lavatory updates, are paying off in larger satisfaction. One space during which lodges can considerably affect visitor satisfaction with out huge capital expense is with know-how like sensible TVs and up to date room temperature controls. Journey is turning into extra complicated with the potential for flight delays or elevated highway site visitors, so company need lodges to supply the comforts of dwelling.”
The next are extra key findings of the 2025 examine:
- I need my sensible TV: When requested what resort facilities they contemplate “have to have” (vs. “good to have”), 40 p.c of company chosen “sensible TV/means to stream my leisure,” up from 21 p.c in 2019. Almost three-fourths (72 p.c) of company indicated their room included a sensible TV (up from 39 p.c in 2019), and 60 p.c mentioned they used the sensible TV throughout their keep.
- Capital investments paying off: Visitor satisfaction considerably improved yr over yr in investment-heavy areas similar to situation of visitor room furnishings and décor (+.05 factors); situation of toilet fixtures (+.05); and luxury of mattress (+.04).
- Worth within the eye of the beholder: Resort visitor perceptions of worth acquired for nightly charge paid will increase in each resort phase on this yr’s examine, with probably the most vital year-over-year good points coming within the upscale, midscale, and financial system segments.
- Resort app customers are extra happy: The general satisfaction rating amongst resort company who’ve their resort’s cellular app downloaded on their cellular gadgets is 699 (on a 1,000-point scale), 68 factors larger than those that don’t use their resort model’s cellular app.
- Issues, whereas uncommon, can crush visitor satisfaction scores: The typical charge of company experiencing an issue, similar to an odd odor or housekeeping concern, extreme noise, or check-in dispute, is simply 12 p.c throughout all resort stays evaluated. When issues happen throughout the keep, nonetheless, visitor satisfaction falls 217 factors to 460 from 677.
Examine Rankings
The next resort manufacturers rank highest in general visitor satisfaction of their respective phase:
- Luxurious: The Ritz-Carlton (779)
- Higher Upscale: Omni Inns & Resorts (731)
- Upscale: Drury Inns (738)
- Upscale Prolonged Keep: Hyatt Home (705)
- Higher Midscale: Hampton by Hilton (694)
- Higher Midscale/Midscale Prolonged Keep: Home2 Suites by Hilton (711)
- Midscale: Tru by Hilton (723)
- Economic system: Microtel by Wyndham (619)
- Economic system Prolonged Keep: WoodSpring Suites (600)
The North America Resort Visitor Satisfaction Index (NAGSI) Examine was redesigned for 2025, so scores usually are not comparable with previous-year research. Now in its twenty ninth yr, the NAGSI Examine measures general resort visitor satisfaction based mostly on efficiency in seven core dimensions (in alphabetical order): check-in/check-out; connectivity; amenities; meals and beverage; visitor room; employees service; and worth. The 2025 examine benchmarks the efficiency of 102 manufacturers throughout 9 resort segments and relies on responses from 39,219 branded resort company for stays between Could 2024 and Could 2025.
