Hotel rates hit record highs in 2024, but that doesn't mean guests are unhappy. In fact, the latest J.D. Power 2025 North America Hotel Guest Satisfaction Index (NAGSI) Study reveals that travelers across all segments—from economy to luxury—are actually feeling better about the value they're getting for their money.
The bottom line: Smart investments in room technology, particularly smart TVs and mobile apps, are driving guest satisfaction to new heights, even as the average daily rate climbed to a record $158.67 in 2024.
If you're looking to experience luxury on points, these top-performing hotels offer exceptional value for both cash and award stays.
The Big Winners: 2025's Top-Ranked Hotel Brands
The study measured satisfaction across 102 hotel brands and nine market segments, surveying 39,219 guests who stayed between May 2024 and May 2025. Here's who came out on top:
Luxury Segment
Winner: The Ritz-Carlton (779 points)
The Ritz-Carlton reclaimed the top spot in the luxury category, proving that even at premium price points, exceptional service and amenities can deliver outstanding value. Other luxury brands ranking above the segment average included Four Seasons and Hilton's Waldorf Astoria, which continues to set the standard for luxury hotels in major cities.
Upper Upscale Segment
Winner: Omni Hotels & Resorts (731 points)
Omni Hotels & Resorts took the crown in this competitive segment, with more than 10 brands ranking above the benchmark average, including Hilton's growing Tapestry Collection and Canopy brands, plus Hard Rock Hotels.
Upscale Segment
Winner: Drury Hotels (738 points)
Drury Hotels continues its impressive streak, maintaining its position as a guest satisfaction leader. This family-owned chain has consistently delivered exceptional value in the upscale segment.
Extended Stay Champions
Several brands dominated the extended stay categories, making them excellent choices for business travelers or those planning longer trips:
- Upscale Extended Stay: Hyatt House (705 points) - marking their fourth consecutive year at the top
- Upper Midscale/Midscale Extended Stay: Home2 Suites by Hilton (711 points) - third consecutive year as winner
For extended stay bookings, consider checking rates on Hotels.com to compare pricing across multiple booking platforms.
Mid-Tier and Economy Leaders
The middle and lower-tier segments showed remarkable consistency:
- Upper Midscale: Hampton by Hilton (694 points)
- Midscale: Tru by Hilton (723 points) - third consecutive year as champion
- Economy: Microtel by Wyndham (619 points) - also their third consecutive year on top
- Economy Extended Stay: WoodSpring Suites (600 points) - another third consecutive year winner
What's Driving Higher Satisfaction in 2025
Despite paying more than ever for hotel rooms, guests are reporting increased satisfaction. Here's what's making the difference:
Smart TVs Are Now Essential
The biggest game-changer? In-room entertainment technology. 40% of guests now consider smart TV streaming capability a "must-have" feature, nearly doubling from just 21% in 2019.
The numbers tell the story:
- 72% of guests reported having a smart TV in their room (up from 39% in 2019)
- 60% actually used the smart TV during their stay
- Hotels investing in this technology are seeing satisfaction scores improve significantly
Mobile Apps Boost Experience
Hotel mobile apps are becoming crucial to the guest experience. Guests who downloaded and used their hotel's app gave satisfaction scores 68 points higher than those who didn't use the app.
This trend reflects travelers' desire for:
- Seamless check-in and check-out
- Room control features
- Easy communication with hotel staff
- Access to hotel services and amenities
Room Quality Investments Pay Off
Hotels that invested in capital improvements are seeing the results in guest satisfaction scores. Year-over-year improvements were notable in:
- Condition of guest room furnishings and décor (+0.05 points)
- Condition of bathroom fixtures (+0.05 points)
- Comfort of bed (+0.04 points)
How This Impacts Your Travel Strategy
As a points and miles enthusiast, these findings offer valuable insights for maximizing your travel experience:
Target Winning Hotel Brands
Consider focusing your loyalty on consistently high-performing brands. Several winners have maintained their positions for multiple consecutive years, indicating reliable service quality:
- Hyatt House (4 years running in upscale extended stay) - Learn about World of Hyatt benefits
- Home2 Suites by Hilton (3 years in upper midscale/midscale extended stay) - Discover Hilton Honors advantages
- Tru by Hilton (3 years in midscale)
- Microtel by Wyndham (3 years in economy)
Whether you're booking through loyalty programs or comparison shopping on sites like Expedia, these consistently top-rated brands offer reliable quality and service.
Value Perception vs. Cost
The study reveals that guests across all segments feel they're getting better value for their money—even with higher rates. This suggests that booking through points and miles becomes even more valuable when hotels are delivering enhanced experiences.
When you're redeeming points for stays at these top-rated brands, you're not just saving money—you're accessing hotels that are actively investing in guest satisfaction. For comprehensive travel planning, consider protecting your investment with travel insurance to safeguard against unexpected disruptions.
Technology-Forward Properties
Look for hotels that have invested in:
- Smart TV streaming capabilities
- User-friendly mobile apps
- Modern room amenities and updated furnishings
These features aren't just nice-to-haves anymore—they're becoming expected standards that significantly impact your overall satisfaction.
The Bigger Picture: Travel Behavior Changes
The study revealed interesting shifts in how people travel, reflecting broader trends in maximizing travel value:
- Fewer trips overall: Guests are taking an average of 9 trips per year, down from 10 in 2023
- Longer stays: Average stay length increased to 3.43 days, up from 3.36 days in 2023
This trend toward fewer but longer trips means each hotel stay matters more. When you're spending more time at a property, the quality of your room, amenities, and overall experience becomes crucial to your satisfaction. It's also why choosing the right hotel loyalty program can significantly impact your travel experience.
Looking Ahead: What This Means for Hotels
Andrea Stokes, hospitality practice lead at J.D. Power, noted that we're "at an important inflection point in the travel marketplace." While hotel demand and rate increases are starting to slow, properties that have invested in guest room improvements and technology are reaping the benefits.
For travelers, this creates opportunities to find excellent value—especially when using points and miles to book stays at hotels that are actively improving their guest experience. Whether you're planning budget-friendly getaways or luxury escapes, these satisfaction rankings can guide your hotel choices.
Bottom Line
The 2025 J.D. Power study proves that higher hotel rates don't automatically mean disappointed guests. Hotels that invest in smart technology, maintain quality standards, and focus on guest experience are delivering satisfaction that justifies their premium pricing.
As you plan your travel strategy, consider aligning your hotel loyalty with brands that consistently rank high in guest satisfaction. Whether you're booking with cash through platforms like Trivago to compare rates, or redeeming points through hotel loyalty programs, you'll likely find better value and a more enjoyable experience at properties that prioritize guest satisfaction.
For comprehensive trip planning, don't forget about other travel essentials like rental cars and activities through tour operators to complete your travel experience.
Ready to maximize your hotel stays? Start by reading our guide on unlocking hotel perks and learn about earning elite status to enhance your experiences at these top-rated properties.
The J.D. Power 2025 North America Hotel Guest Satisfaction Index Study was redesigned for 2025, so scores aren't comparable to previous years. The study measured performance across seven core dimensions: check-in/check-out, connectivity, facilities, food and beverage, guest room, staff service, and value.
