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These Hotel Brands Ranked Highest in Guest Satisfaction, J.D. Power Finds

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Juan Ruiz
Updated: 
Edited by: Ryan Smith
These Hotel Brands Ranked Highest in Guest Satisfaction, J.D. Power Finds
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The 2025 J.D. Power North America Hotel Guest Satisfaction Index (NAGSI) Study, released July 15, reveals which hotel brands are delivering the best guest experiences — and the results may surprise you.

Despite record-high hotel rates, travelers across all segments — from economy to luxury — are reporting increased satisfaction and a stronger sense of value. With smart updates to room quality, tech features, and user-friendly apps, certain hotel brands are pulling ahead of the competition and making stays more enjoyable for guests.

Here’s a look at this year’s top-rated hotel brands and what’s driving satisfaction in 2025.

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2025’s Top-Ranked Hotel Brands

According to J.D. Power’s most recent hotel satisfaction survey, these are the highest-ranking brands in guest satisfaction by segment:

Several brands — including Drury Hotels, Tru by Hilton, and Hyatt House — have now held top spots for 3 or more consecutive years, signaling consistent service and strong guest loyalty.

It’s no surprise to see The Ritz-Carlton top the luxury category. The brand’s service is consistently excellent worldwide, making these properties a reliable pick for travelers seeking a premium experience. Plus, Marriott Bonvoy elite status members get extra perks that make stays even sweeter.

Ritz Carlton Naples Lobby Bar
The Ritz-Carlton brand is synonymous with elegance and world-class service. Image Credit: Nick Ellis

On the other hand, several Hilton and Hyatt brands stood out in the Upscale Extended Stay and Midscale categories. These properties deliver great value with free breakfast, spacious rooms, and friendly service — perfect for travelers who want comfort without breaking the bank.

Hot Tip:

Many of these brands also offer some of the best rewards programs in the industry. For more on which hotel loyalty programs deliver the most value, check out our guide: The Best Hotel Rewards Program for Every Type of Traveler.

What Guests Really Want: Smart TVs, Mobile Apps, and More

Beyond which brands won in guest satisfaction, the study reveals why travelers are more satisfied this year — and it comes down to in-room comfort and technology.

Smart TVs have quickly shifted from being a luxury to an expected standard in hotel rooms. Today, 40% of guests say that streaming capability is a “must-have” feature, nearly doubling the percentage from 2019. Reflecting this demand, 72% of guests reported having a smart TV in their room, and 60% actually used it during their stay.

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J.D. Power’s 2025 Hotel Satisfaction study shows that, overall, guests are happier than last year, thanks in large part to smart TVs and hotel mobile apps enhancing their stay. Image Credit: Upgraded Points LLC

Likewise, mobile apps are becoming a key part of the hotel experience.

Guests who downloaded and used their hotel’s app gave satisfaction scores 68 points higher than those who didn’t. Whether it’s streamlining check-in or adjusting room settings, tech continues to enhance the guest journey.

“Hotels are seeing a return on their investments in furnishings, décor, and digital tools,” said Andrea Stokes, hospitality practice lead at J.D. Power. “Travelers want the comforts of home — and they’re rewarding the brands that deliver.”

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Final Thoughts

The 2025 J.D. Power Hotel Satisfaction Study reveals which hotel brands guests are most pleased with — with The Ritz-Carlton, Drury Hotels, and Tru by Hilton being the big winners.

Even as hotel rates go up daily, thoughtful upgrades like smart TVs and handy mobile apps are making a big difference. Today, the hotels that blend comfort with seamless technology truly win guest loyalty.

Featured Image Credit: Juan Ruiz
Juan Ruiz's image

About Juan Ruiz

Juan is a leading expert in credit cards, loyalty programs, and airlines and hotels, with over a decade of experience helping readers and clients maximize points, miles, and travel value. His insights have appeared in prestigious outlets including USA Today, Travel & Leisure, CNN Underscored, Forbes, and The Points Guy, where he’s known for making complex travel strategies accessible and actionable. As the founder of JetBetter, Juan turns the complex world of points and miles into effortless, high-value travel, guiding clients through award redemptions, uncovering maximum value, and delivering stress-free, expertly planned trips that both travelers and industry insiders rely on.

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