Global GRI reached 87.3% in Q2 2026, up 0.4pp year-over-year, with management response rates at 67.2% and average response time down to 3.7 days, per Shiji's latest benchmark.
JD Power's 30th annual study finds North America hotel guest satisfaction up 13 points to 665/1,000, with value, F&B, and facilities leading gains across all nine segments.
The author argues that guest satisfaction scores fail to capture whether guests felt genuinely recognized, and that recognition, not service efficiency, is the true driver of repeat visits.
Former citizenM CIO Mike Rawson explains how the brand grew from 13 to 40 hotels while achieving industry-leading NPS through strategic automation that enhances rather than replaces human touchpoints.
Newport's hotels won top awards from Hyatt, Choice, and Wyndham, with some properties earning recognition for 8-10 consecutive years.
Sleep Inn opens four new-construction hotels featuring its Scenic Dreams prototype, showing RevPAR premiums of +1.71 and improved guest satisfaction scores.
Newport's Fairfield Inn Charlotte Matthews won Apple Hospitality REIT's Shining Apple Award while team member Tom Johnson earned individual Apple Award recognition.
Globales Hotels increased survey responses by 30,000+ and improved NPS by 3.12 points after rolling out Reviewpro's Guest Survey module across 47 properties.