TROY, Michigan—In accordance with the J.D. Energy 2025 North America Third-Occasion Resort Administration Visitor Satisfaction Benchmark, visitor satisfaction declined considerably yr over yr within the areas of meals and beverage high quality and services upkeep as administration firms contended with rising working prices.
“In motels the place the proprietor isn’t working the property, visitor satisfaction in the end rests with third-party administration firms that function on behalf of lodge homeowners,” stated Andrea Stokes, hospitality observe lead at J.D. Energy. “Whereas these firms are all centered on bringing a degree of standardization and consistency to the visitor expertise, we’re beginning to see some challenges emerge the place visitor satisfaction is faltering, significantly for high quality of meals and beverage and lodge services maintenance, which might typically point out rising prices.”
The next have been a few of the key findings of the 2025 benchmark:
- Meals and beverage satisfaction declines: Greater than three-fourths (77 p.c) of company in branded motels run by the most important third-party administration firms selected to dine within the lodge, up from 73 p.c in 2024. But, visitor satisfaction declined considerably for high quality of meals, cleanliness of eating space(s), meals and beverage presentation, and ambiance.
- Resort services upkeep in focus: Visitor satisfaction with the looks of lodge exterior and grounds, and upkeep of swimming pools, health facilities, and laundry areas additionally declined considerably on this yr’s benchmark.
- Employees service and visitor room look ship on visitor expectations: In different important operational areas for third-party lodge administration firms, similar to employees service and total look and situation of guestrooms, visitor satisfaction was on par with 2024.
The North America Third-Occasion Resort Administration Visitor Satisfaction Benchmark was redesigned for 2025, so total satisfaction index scores will not be comparable with earlier years.
The benchmark, now in its sixth yr, evaluated visitor satisfaction with branded motels that have been operated by the most important third-party administration firms. It was based mostly on seven dimensions (so as of significance): visitor room; lodge employees service; worth for costs paid; check-in/check-out; lodge facility; meals and beverage; and lodge connectivity. The benchmark included third-party lodge operators with greater than 14,000 branded lodge rooms below administration. The 2025 benchmark was based mostly on 5,022 visitor responses for branded lodge stays from Could 2024 by way of Could 2025.
