Consumer Reports surveyed more than 27,000 travelers to rate 48 popular chains in five categories: Fanciest, Luxury, Upscale, Moderate, and Budget. Readers found the Ritz-Carlton, Homewood Suites, Renaissance, Drury Inn & Suites, and Microtel Inn & Suites among the most satisfying of 48 chains in their respective categories. Key findings include:
- Booking method doesn’t affect satisfaction. There was no correlation between respondents’ happiness with their hotel stay and how they booked it. Satisfaction was similar whether they called the hotel directly, used the hotel’s website, phoned the chain’s toll-free number, used an independent travel site, or walked in off the street without a reservation.
- Suites have advantages. For approximately the same price as a regular room, the lodgings in an all-suite hotel give a more spacious, homey feeling. Respondents singled out Homewood Suites and Drury Inn & Suites as well-maintained and exceptional values
- Some beds are better than others. Many high-end chains boast about their plush mattresses and lush linens. Survey respondents cited the Ritz-Carlton, Renaissance, and Westin as having the best beds and bedding. Conversely, at least 11 percent of guests (three times the average) at Howard Johnson, Travelodge, and Americas Best Value Inn complained that their beds were so uncomfortable that they couldn’t get a good night’s sleep.
- Most "bargain" hotels aren’t. Respondents who stayed at a budget hotel said they were drawn by cheap rates. But except for Microtel, budget hotels continue to earn the lowest scores for value, upkeep, and ease of checking in and out. They also generate a disproportionate percentage of complaints about bedding, lighting, decor, and heating and air conditioning.
