After two years on top, Ritz-Carlton fell to No. 2, behind Four Seasons Hotels and Resorts, in the annual poll, which asked more than 66,000 hotel guests to rate their satisfaction with their stays. Four Seasons customers don’t even mind paying more.
“The average spent per night on room rates and fees is more than 10% greater at the Four Seasons than at the Ritz, and yet the satisfaction [with costs] is dramatically higher,” said Michael Drago, director of the global hospitality and travel practice at J.D. Power and Associates in Westlake Village, which conducted the 2009 North America Hotel Guest Satisfaction Index Study.
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