Can you get a good night’s sleep in a hotel?
If you travel for business or pleasure, you likely spend a few – or many – nights at hotels. And, like many travelers, no doubt you are more loyal to one brand over others.
Free Wi-Fi, free breakfast and a generous points program towards free night stays may be important to you. But, according to the just-released J.D. Power 2019 North American Hotel Guest Satisfaction Index, what hotels really need to focus on are the quality of the beds.
The study found that while sleep quality is one of the most important components of a hotel guest experience, most hotels don’t deliver better-than-expected sleeping conditions.
“Delivering a superior sleep experience—from the quality of the bed, linens and pillows to the ambient sound and temperature of the room—is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests,” said Jennifer Corwin, Senior Manager of Consumer Insights for Travel & Hospitality Intelligence at J.D. Power.
Here are some key findings of the 2019 study:
- More zzzs, please: Overall satisfaction scores increase 114 points (on a 1,000-point scale) when hotel guests experience a better-than-expected quality of sleep.
- The anatomy of a good night’s sleep: The top contributors to quality of sleep and, therefore, higher satisfaction scores, are comfort of bed; quietness of room; comfort/quality of pillows; room temperature; and comfort/quality of linens.
- Satisfaction is higher when hotels offer extras such as such as white noise/sound machines, earplugs and robe/slippers.
- Quality of sleep vs. the price of room: No surprise, really: the highest rate of better-than-expected sleep quality is in the luxury hotel segment.
The hotels guests love
These hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: The Ritz-Carlton (for
a fifth consecutive year)
Upper Upscale: Hard Rock Hotel
Upscale: Best Western Premier
Upper Midscale: Drury Hotels (for a 14th consecutive year)
Midscale: Wingate by Wyndham (for a fifth consecutive year)
Economy: Microtel by Wyndham (for a second consecutive year)
Is there a hotel or hotel brand where you sleep like a baby?
Let us know by leaving a comment below. And let us know if you travel with a sleep aid such as ear plugs, a favorite pillow or, perhaps, a stuffed animal.