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Hilton Brands Rank Highest in Guest Satisfaction Across 3 Respective Segments According to J.D. Power 2023 Study

Waldorf Astoria Monarch Beach Resort & Club - Beach
Waldorf Astoria Monarch Beach Resort & Club

MCLEAN, Va. – Leading global hospitality company, Hilton (NYSE: HLT) topped the rankings across three segments in the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study with No. 1 rankings in Luxury, Upper Midscale/Midscale Extended Stay, and Midscale segments.

Hilton’s iconic luxury brand, Waldorf Astoria took the No. 1 award in the Luxury segment with a highest score of 788 across the nine survey segments for overall customer satisfaction. This is a first-time win for the brand and a true testament to its longstanding commitment to providing sincerely elegant service to each and every Waldorf guest. Home2 Suites by Hilton took the top seed in the Upper Midscale/Midscale Extended Stay segment with a score of 681, along with the Tru by Hilton brand for the Midscale segment with a score of 708. This is the third J.D. Power win for Tru by Hilton, including in years 2020 and 2021, in just four years of eligibility. Falling under the Luxury segment as well was Conrad Hotels & Resorts, which came in at No. 8.

“We are thrilled to have three brands rank highest in the J.D. Power 2023 North America Hotel Guest Satisfaction Index,” said Matt Schuyler, chief brand officer, Hilton. “This recognition is a testament to our ongoing commitment to guest satisfaction across all our brands and to our teams around the world that are delivering the most reliable and friendly stay experiences each day." 

The North America Hotel Guest Satisfaction Index (NAGSI) Study was redesigned for 2023. Now in its 27th year, the study measures overall customer satisfaction based on performance in six factors (in alphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; staff service; and value for price. The study benchmarks the performance of 102 brands across nine market segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May 2023. 

Waldorf Astoria Washington DC - Franklin Suite Living
Waldorf Astoria Washington DC - Franklin Suite

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.  

For more information about the North America Hotel Guest Satisfaction Index (NAGSI) Study, visit jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study

For more information about Hilton, please visit hilton.com


About Hilton

Hilton is a leading global hospitality company with a portfolio of 22 world-class brands comprising more than 7,500 properties and nearly 1.2 million rooms, in 126 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 3 billion guests in its more than 100-year history, was named the No. 1 World’s Best Workplace by Great Place to Work and Fortune and has been recognized as a global leader on the Dow Jones Sustainability Indices for seven consecutive years. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 180 million members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube


About Waldorf Astoria Hotels & Resorts

Waldorf Astoria Hotels & Resorts is an award-winning portfolio of more than 30 iconic properties that creates a unique sense of place with a relentless commitment to sincerely elegant service, one-of-a-kind experiences and culinary mastery in landmark destinations around the world. Inspired by their timeless environments, Waldorf Astoria hotels deliver an effortless experience seamlessly, creating a true sense of place for guests through stunning architecture, Peacock Alley, refined art collections, Michelin-starred dining and elevated in-room amenities. In addition to the brand’s world-class hotel offerings, Waldorf Astoria boasts a global residential portfolio that provides the comfort of a private home combined with unsurpassed amenities and high-touch service. Waldorf Astoria is part of Hilton, a leading global hospitality company. Experience an unforgettable stay at Waldorf Astoria Hotels & Resorts by booking at waldorfastoria.com or through the industry-leading Hilton Honors appHilton Honors members who book directly through preferred Hilton channels have access to instant benefits. Learn more about Waldorf Astoria Hotels & Resorts at stories.hilton.com/waldorfastoria, and follow the brand on TwitterInstagram and Facebook.  


About Tru by Hilton

Tru by Hilton is a game-changing hotel brand with more than 250 open locations across the Americas, providing guests with a consistent, fun experience at an affordable price. Spirited, simplified and grounded in value, Tru by Hilton is designed for cross-generational appeal. Efficiently designed modern guestrooms feature rolling desks, oversized windows for natural light and bright, spacious bathrooms. Guests can enjoy complimentary hot breakfast and free Wi-Fi. Premium snacks, light meal options and single-serve wine and beer are available for purchase at the 24/7 Eat. & Sip. market. Experience a positive stay at Tru by Hilton by booking at trubyhilton.com or through the industry-leading Hilton Honors app. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits. Learn more about Tru by Hilton at stories.hilton.com/trubyhilton, and follow the brand on Facebook, Instagram and Twitter.


About Home2 Suites by Hilton

Home2 Suites by Hilton, one of the fastest growing brands in Hilton’s history, is a mid-tier, all-suite, award-winning extended-stay hotel concept designed to offer stylish accommodations with flexible guest room configurations and home-like amenities for cost-conscious guests and their pets. With a commitment to environmentally friendly products and hotel operations, Home2 Suites by Hilton offers complimentary hot breakfast, innovative and customizable guestroom designs, laundry and fitness areas, free Wi-Fi, multiple outdoor spaces, 24-hour business centers, expansive community spaces and pet-friendly environments. Home2 Suites by Hilton has more than 650 open hotels with more than 700 in development. Experience a positive stay at Home2 Suites by Hilton by booking at home2suites.com or through the industry-leading Hilton Honors app. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits. Learn more about Home2 Suites by Hilton at stories.hilton.com/home2suites, and follow the brand on Facebook, Twitter and Instagram