Why Hotel Guest Satisfaction Is Rising - Andrea Stokes, J.D. Power

Hotel guest satisfaction increased across every segment in J.D. Power's 2026 North America study. Andrea Stokes, Practice Lead, Hospitality Intelligence, explains what guests are noticing in rooms and shared spaces, why responsive human service still matters alongside mobile check-in, and what operators can learn from food and beverage. We also discuss how J.D. Power benchmarks large third-party hotel management companies.

Learn more:

• 2026 North America Hotel Guest Satisfaction Index Study
• 2026 North America Third-Party Hotel Management Guest Satisfaction Benchmark
• 2023 conversation: How J.D. Power studies hotel guest satisfaction
• 2024 conversation: Changing guest expectations and hotel management

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands