Highest-rated upper upscale hotel brands in North America as of May 2019

In 2019, Hard Rock Hotel was rated the best upper upscale hotel brand in North America. The company’s score was about 20 points higher than the upper upscale average.

Hotel brand segments

Brands within the various hotel brand segments are rated using a customer satisfaction index score. Within the upscale hotel brand segment, Best Western Premier and Cambria Hotels & Suites were among the highest-rated brands in North America in 2019. Some of the highest rated budget hotel brands in North America were Microtel Inn & Suites by Wyndham and InTown Suites. The former had a guest satisfaction score of just under 800 points out of 1,000 – a score roughly forty points higher than the budget average.

Wyndham hotels

Many of 2019’s highest-rated budget hotel brands, such as Travelodge, Days Inn, and Super 8, were Wyndham brands. Wyndham Hotel Group, with its headquarters in New Jersey, has properties in over eighty countries, most of which were located in the United States and the Asia Pacific region in 2018.

Highest-rated upper upscale hotel brands in North America as of May 2019

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Release date

July 2019


North America

Survey time period

June 2018 to May 2019

Number of respondents

44,890 respondents

Special properties

reviews from U.S. and Canadian guests who stayed in North American hotels between May 2017 and May 2018

Supplementary notes

The source does not specify the type of survey.
Overall guest satisfaction is measured on a 1,000-point scale. Seven key factors are examined to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.
Included in the segment but not ranked due to small sample size is Curio Collection.

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