Three Hilton brands lead segments in JD Power 2026 hotel study

Hilton said on 18 September 2026 that Hampton by Hilton, Tru by Hilton and Home2 Suites by Hilton had retained the highest guest satisfaction rankings in their respective segments in the JD Power 2026 North America Hotel Guest Satisfaction Study. The results extend consecutive leading positions across its Upper Midscale, Midscale and Upper Midscale/Midscale Extended Stay brands.

Hampton led its category for the second consecutive year, while Tru and Home2 Suites each maintained their lead for the fourth consecutive year. According to Hilton, 15 of its brands were evaluated, with 11 achieving results at or above their respective segment averages.

Survey covers seven areas of hotel operations

The study, now in its 30th year, drew responses from more than 44,000 branded hotel guests across North America. It covered stays between May 2025 and May 2026, measuring overall satisfaction within individual hotel segments.

Its seven assessment areas were guest rooms, food and beverage, hotel facilities, hotel staff, connectivity, value for the price paid, and check-in/check-out. For hotel operators, the results therefore provide a segment-level guest satisfaction benchmark covering both the physical property and service delivery, rather than a ranking of a single amenity.

Hilton explained that the highest-ranked designation identifies the brand with the strongest overall customer satisfaction score in its category. The recognition is specific to each segment, rather than an overall ranking across all hotel brands.

Different formats retain their category leads

Hampton took the leading Upper Midscale position, with Hilton citing consistent service, complimentary hot breakfast and its 100% Hampton Guarantee as elements of the brand's offer. Its breakfast includes the Hampton waffle, and the company said the brand operates more than 3,000 hotels globally, serving business and leisure travellers.

Tru retained the Midscale lead with a format that combines modern amenities and social spaces at what Hilton describes as an affordable price. The company positions the brand around straightforward stays and design intended to appeal to guests across generations.

Home2 Suites led the Upper Midscale/Midscale Extended Stay category, offering suites with adaptable living areas and in-suite kitchens. Hilton also highlighted complimentary breakfast and pet-friendly accommodation, with the format designed for longer visits involving work, relocation or holidays.

Hilton highlights service consistency

Alexandra Jaritz, Hilton's senior vice president, global category head, All Suites & Focused Service, attributed the rankings to the brands, hotel teams and guests' continued trust. She said dependable experiences mattered to travellers on both business and leisure trips.

“We earn and build that trust one stay at a time,” Jaritz said. Hilton presented reliable service and amenities as common priorities across the brands, despite their different customer needs and travel occasions.