Power 2026 North America Third-Party Hotel Management Guest Satisfaction Benchmark. The operator achieved a score of 739, leading the sector as third-party management companies continue to drive improvements in guest experiences across branded hotel properties.
J.D. Power 2026 Third-Party Hotel Management Rankings
Power benchmark. The study is based on 5,642 survey responses evaluating branded hotel stays over a 30-day period between May 2025 and May 2026. The benchmark tracks operators managing 14,000 or more branded hotel rooms across seven core operational dimensions.
Following industry leader Columbia Sussex at 739, Crestline Hotels & Resorts secured second place with a score of 718, while Driftwood Hospitality Management ranked third with 717, according to the benchmark findings.
| Rank | Hotel Management Company | Score (1,000-Point Scale) |
|---|---|---|
| 1 | Columbia Sussex | 739 |
| 2 | Crestline Hotels & Resorts | 718 |
| 3 | Driftwood Hospitality Management | 717 |
Drivers of Guest Satisfaction Growth
Operators are successfully directing capital into both physical property upgrades and staff training programs. Staff service satisfaction among first-time hotel guests registered a notable 26-point year-over-year improvement.
The benchmark evaluates performance across seven distinct areas, ordered by importance: guest rooms, hotel staff service, value for prices paid, check-in and check-out, hotel facilities, food and beverage, and hotel connectivity.
Opportunities in Hotel Common Areas
Despite gains across guest rooms and staff interactions, the benchmark highlights hotel lobbies and common areas as a primary space for improvement. Survey data shows that only 43% of guests perceive hotel common areas as inviting, while just 48% view them as modern. These figures point to specific areas where property owners and management companies can direct future investments to elevate the overall guest experience.
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