TROY, Michigan—Resort company in each phase really feel they’re getting higher worth for his or her journey greenback, and in keeping with the J.D. Energy 2025 North America Resort Visitor Satisfaction Index (NAGSI) Research, key drivers of that improved notion of worth are larger satisfaction with visitor rooms, together with situation, cleanliness and room facilities equivalent to in-room sensible TVs.
“We’re at an vital inflection level within the journey market the place a number of years of record-high resort demand and the tempo of room fee will increase is beginning to sluggish,” stated Andrea Stokes, hospitality observe lead at J.D. Energy. “Resort proprietor and operator investments in visitor room décor and furnishings, along with rest room updates, are paying off in larger satisfaction. One space by which accommodations can considerably affect visitor satisfaction with out large capital expense is with expertise like sensible TVs and up to date room temperature controls. Journey is changing into extra advanced with the potential for flight delays or elevated street visitors, so company need accommodations 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 % of company chosen “sensible TV/capability to stream my leisure,” up from 21 % in 2019. Practically three-fourths (72 %) of company indicated their room included a wise TV (up from 39 % in 2019), and 60 % stated they used the sensible TV throughout their keep.
- Capital investments paying off: Visitor satisfaction considerably improved 12 months over 12 months in investment-heavy areas equivalent to situation of visitor room furnishings and décor (+.05 factors); situation of loo fixtures (+.05); and luxury of mattress (+.04).
- Worth within the eye of the beholder: Resort visitor perceptions of worth obtained for nightly fee paid will increase in each resort phase on this 12 months’s examine, with probably the most important year-over-year beneficial properties coming within the upscale, midscale, and financial system segments.
- Resort app customers are extra glad: The general satisfaction rating amongst resort company who’ve their resort’s cellular app downloaded on their cellular units 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 fee of company experiencing an issue, equivalent to an odd odor or housekeeping situation, extreme noise, or check-in dispute, is simply 12 % throughout all resort stays evaluated. When issues happen in the course of the keep, nonetheless, visitor satisfaction falls 217 factors to 460 from 677.
Research Rankings
The next resort manufacturers rank highest in general visitor satisfaction of their respective phase:
- Luxurious: The Ritz-Carlton (779)
- Higher Upscale: Omni Lodges & Resorts (731)
- Upscale: Drury Lodges (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)
- Financial system: Microtel by Wyndham (619)
- Financial system Prolonged Keep: WoodSpring Suites (600)
The North America Resort Visitor Satisfaction Index (NAGSI) Research was redesigned for 2025, so scores will not be comparable with previous-year research. Now in its twenty ninth 12 months, the NAGSI Research measures general resort visitor satisfaction based mostly on efficiency in seven core dimensions (in alphabetical order): check-in/check-out; connectivity; services; meals and beverage; visitor room; workers service; and worth. The 2025 examine benchmarks the efficiency of 102 manufacturers throughout 9 resort segments and is predicated on responses from 39,219 branded resort company for stays between Might 2024 and Might 2025.
