Top Hotel Brands Boost Guest Satisfaction with Smart Upgrades

Hotel guests in North America are feeling more satisfied than ever, according to the newly redesigned 2025 North America Hotel Guest Satisfaction Index (NAGSI) Study by J.D. Power. The report shows that despite average U.S. hotel rates reaching $158.67 per night in 2024, travelers are increasingly pleased with the value they receive—particularly in the upscale, midscale, and economy segments.

The study evaluates guest satisfaction based on seven key factors: value, guest room, staff service, facilities, connectivity, food and beverage, and communication. Hotels investing in enhanced guest room design, smart technology, and mobile-friendly features are seeing strong gains in satisfaction scores.

Smart TVs top the list of in-room technology, with 72 percent of hotel rooms now featuring streaming capabilities—up from just 39 percent in 2019. Around 60 percent of guests used the smart TV during their stay, highlighting demand for home-like amenities.

Mobile app users reported significantly higher satisfaction, averaging a score of 699 out of 1,000—68 points above non-app users. Upgrades to room décor, bathroom fixtures, and bed comfort also contributed to better experiences.

Top-ranking hotel brands for 2025 include The Ritz-Carlton in the luxury segment, Omni Hotels & Resorts in upper upscale, and Drury Hotels in upscale. Hyatt House leads the upper extended stay category for the fourth year in a row. Other repeat winners include Home2 Suites by Hilton, Tru by Hilton, Microtel by Wyndham, WoodSpring Suites, and Hampton by Hilton.

This year’s data signals a shift in hotel trends, where thoughtful technology and design drive stronger guest loyalty.

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