The Drury Hotels team has done it again – setting a new standard for guest satisfaction. J.D. Power ranked Drury Hotels “Highest in Guest Satisfaction Among Upper Midscale Hotel Chains” in the J.D. Power 2019 North America Hotel Guest Satisfaction Index StudySM. The recognition marks Drury’s 14th consecutive guest-satisfaction award and sets a record for most consecutive wins in the J.D. Power hotel category.
“Providing great customer service starts with hiring the right people and giving them the opportunity to do their best job possible every single day,” said Chuck Drury, President and CEO of Drury Hotels. “From our attentive housekeeping and front-desk staffs to our sales group and corporate co-workers, our 5,000-member Drury team supports more than 150 properties in 25 states. Their ongoing efforts ensure our guests travel happy and receive the exceptional service they have grown to expect from Drury. This recent J.D. Power award is a reflection of who we are, what we value and how we do business. I couldn’t be prouder of our Drury team.”
Drury placed first in all seven categories of its J.D. Power hotel segment including reservation, arrival/departure, guest room, food & beverage, services & amenities, hotel facilities and cost & fees.
“To rank highest in guest satisfaction for 14 straight years is a remarkable achievement – especially in the highly competitive hotel market,” said Michael Vermillion, Vice President and General Manager for Travel and Hospitality at J.D. Power. “This accomplishment speaks to how well the Drury team knows their customers and constantly works hard to exceed their expectations.”
The J.D. Power 2019 North America Hotel Guest Satisfaction Index Study is based on responses gathered between June 2018 and May 2019 from 44,890 guests in Canada and the United States who stayed at a hotel in North America between May 2018 and May 2019. Click here for the J.D. Power press release, which includes rankings for all hotels.