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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.
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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)
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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.
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