Third-Party Hotel Management Companies Facing Higher Guest Expectations as Room Rates Increase, J.D. Power Finds
With average daily room rates at hotels in North America now averaging nearly $150—roughly 15% higher than pre-pandemic levels,1—hotel guests have become more critical than ever of the décor, amenities and food and beverage options provided by the world’s largest third-party hotel management companies. According to the J.D. Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, customer satisfaction declines 4 points (on a 1,000-point scale) this year, as higher prices drive increased scrutiny.