Travelers Report Lower Hotel Food, Maintenance Satisfaction

Guest satisfaction with hotel dining and facility upkeep has declined in 2025, according to the newly released J.D. Power North America Third-Party Hotel Management Guest Satisfaction Benchmark. The study highlights rising operating costs as a growing challenge for management companies overseeing properties on behalf of hotel owners.

The report found noticeable drops in ratings for food quality, dining area cleanliness, and food-and-beverage ambiance compared with 2024. Guests also expressed reduced satisfaction with hotel facility maintenance, including upkeep of exterior areas, pools, fitness centers, and other shared spaces.

Despite these setbacks, some areas remained stable. Staff service and guest room appearance continued to score on par with last year, showing that customer-facing experiences and in-room quality remain priorities for many hotel operators.

Andrea Stokes, hospitality practice lead at J.D. Power, noted: “In hotels where the owner is not operating the property, guest satisfaction ultimately rests with third-party management companies. While they aim for consistency, challenges are emerging where costs are high, particularly in food and facility upkeep.”

The study also ranked leading third-party hotel management companies based on a 1,000-point satisfaction scale. Atrium Hospitality claimed first place with 722 points, followed by Crescent Hotels & Resorts at 708 points. Columbia Sussex and Davidson Hospitality Group tied for third at 703 points each. The industry average stood at 682 points.

The findings underscore a shifting hospitality landscape where rising expenses are straining hotel operations, prompting many to rethink cost management while still maintaining guest satisfaction.

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