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Today Tuesday, September 8, 2026
Third-Party Hotel Guest Satisfaction Rises 14 Points
operationsHotel Dive··1 min·For: Owner, GM, Ops, Investor

Third-Party Hotel Guest Satisfaction Rises 14 Points

Guest satisfaction with third-party hotel management companies increased to 696 out of 1,000 in 2026, driven by investments in staff training and guest rooms. Columbia Sussex claimed the top spot among operators, while common areas and lobbies remain the largest opportunity for improvement.

Key Takeaways

  1. 1Overall satisfaction increased 14 points year-over-year to 696 on JD Power's 1,000-point benchmark.
  2. 2Columbia Sussex led all third-party operators with a top score of 739, followed by Crestline and Driftwood.
  3. 3Less than half of guests rated hotel common spaces as inviting (43%) or modern (48%), highlighting a key renovation target.

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Source: Hotel Dive

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