According to the J.D. Power 2025 North America Third-Party Hotel Management Guest Satisfaction Benchmark, Atrium Hospitality ranks highest in overall guest satisfaction with a score of 722 (on a 1,000-point scale). Crescent Hotels & Resorts (708) ranks second and Columbia Sussex and Davidson Hospitality Group (703) tied for third.
The benchmark was redesigned for 2025; therefore, overall satisfaction index scores are not comparable to those of previous years, according to J.D. Power. Now in its sixth year, the benchmark evaluates guest satisfaction with branded hotels that are operated by the largest third-party management companies. It is based on seven dimensions (in order of importance): guestroom; hotel staff service; value for prices paid; check-in/checkout; hotel facility; food and beverage; and hotel connectivity. The benchmark includes third-party hotel operators with more than 14,000 branded hotel rooms under management. The 2025 benchmark is based on 5,022 guest responses for branded hotel stays from May 2024 through May 2025.
“In hotels where the owner is not operating the property, guest satisfaction ultimately rests with third-party management companies that operate on behalf of hotel owners,” said Andrea Stokes, hospitality practice lead, J.D. Power. “While these companies are all focused on bringing a level of standardization and consistency to the guest experience, we’re starting to see some challenges emerge where guest satisfaction is faltering, particularly for quality of food and beverage and hotel facilities upkeep, which can often indicate rising costs.”
Key findings of the 2025 benchmark include:
- Food and beverage satisfaction declines: More than three-fourths (77%) of guests in branded hotels run by the largest third-party management companies choose to dine in the hotel, up from 73% in 2024. Yet, guest satisfaction declined significantly for quality of food, cleanliness of dining area(s), food and beverage presentation and ambiance.
- Hotel facilities maintenance in focus: Guest satisfaction with appearance of hotel exterior and grounds and maintenance of pools, fitness centers and laundry areas also declined significantly.
- Staff service and guestroom appearance deliver: In other critical operational areas for third-party hotel management companies, such as staff service and overall appearance and condition of guestrooms, guest satisfaction is on par with 2024.
