According to the 2009 North America Hotel Guest Satisfaction Index Study, the following hotel brands rank highest in guest satisfaction within their respective segments:

• Luxury: Four Seasons Hotels and Resorts
• Upscale: Embassy Suites Hotels (for a third consecutive year)
• Mid-Scale Full Service: Hilton Garden Inn
• Mid-Scale Limited Service: Drury Inn & Suites (for a fourth consecutive year)
• Economy/Budget: Microtel Inns & Suites (for an eighth consecutive year)
• Extended Stay: Staybridge Suites

"Microtel Inns & Suites, which ranks highest for an unprecedented eighth consecutive year, is owned by Wyndham Worldwide-a hotel group that has improved substantially from 2008," said Drago. "InterContinental Hotels Group, which owns Staybridge Suites-the highest-ranked property in the extended stay segment-also improves considerably in 2009 from 2008. Each of these hotel groups owns a wide array of hotel brands in various segments, so their improvement is particularly impressive."

Other highlights from the 2009 North America Hotel Guest Satisfaction Index Study include:

• Hotel guests in 2009 express increased desire for comfort and value-related amenities. For the first time since the inception of the study in 1997, bedding and pillow choices and free parking are among the top five "must-have" amenities for hotel guests. Other most-desired amenities include complimentary breakfast, wireless Internet access and pillow-top mattresses. Within the luxury segment, a high percentage of guests express the desire for in-room high-definition flat-panel TVs.
• Guest awareness of property-initiated "green" programs has increased significantly in 2009, with 66 percent of guests stating that they were aware of their hotel's conservation efforts, compared with 57 percent in 2008. Among these guests, 72 percent say they participated in their hotel's conservation programs.
• Awareness of "green" programs has a strong impact on overall hotel guest satisfaction. On average, satisfaction is more than 160 points higher among guests who report being aware of their hotel's green programs, compared with guests who are unaware of them.
• The proportion of hotel guests making reservations online has decreased slightly in 2009, to 54 percent from 57 percent in 2008.
• Hotel companies that maintain brand standards consistently across their portfolio of properties have the ability to substantially increase their satisfaction and loyalty levels.

About the Study
The 2009 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June 2008 and June 2009 from more than 66,000 guests who stayed in a hotel between May 2008 and June 2009.

For More Information:

• View North America Hotel Ratings
• View Other Travel Ratings
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• Read the Press Release