J.D. Power Japan announced the results of the hotel satisfaction survey 2024, targeting 46 brands in the five categories of ‘upper up-scale,’ ‘up-scale,’ ‘upper mid-scale,’ ‘mid-scale’ and ‘economy,’ depending on room spaces.
The survey results finds that influences to satisfaction by rises in prices were limited. Hotel brands with satisfaction rates of 10 points or more up were 12 compared to the last year, and Hotel brands with satisfaction rates of 10 points or less up were 24. On the contrary, Hotel brands with satisfaction rates of 10 points or more down were just 2. Overall, satisfactions to food and beverage, room and facility were higher.
The survey results also show that guests paid attention to ‘onsen or bathhouse facility,’ ‘breakfast using local food products’ and ‘healthy breakfast’ among 14 services and amenities in all of the five surveyed categories.
発表資料より
‘Smart check-in’ was ranked within the top five as an important service in four of the five categories. The usage rates of self-check-in were 25% in the economy category, 17% in the mid-scale category and 12% in upper mid-scale category.
Top 3 brands in each of the categories:
Upper up-scale hotel
1 The Okura (top in F&B, room, price, facility and check-in/out)
2 Westine
3 Sheraton (top in hotel service)
Up-scale hotel
1 InterContinental Hotel/ ANA InterContinental hotel (top in room. price, facility, hotel service and check-in/out)
2 Hyatt Regency (top in F&B)
3 New Otani
Upper mid-scale hotel
1 La Vista (top in F&B, room and hotel service)
2 OMO by Hoshino Resorts (top in price and facility)
3 ANA Crown Plaza (top in check-in/out and booking)
Mid-scale hotel
1 Richmond Hotels (top in room, F&B and check-in/out)
2 Vessel Hotels (top in price)
3 Candeo Hotels (top in facility)
Economy hotel
1 Super Hotel (top in check-in/out, facility and hotel service)
2 VIA INN Hotel (top in room and F&B)
3 Comfort Hotel
