While satisfaction with hotels held up during the pandemic, guests are now saying they want to see the return of breakfast and other amenities, according to the J.D. Power 2021 North America Hotel Guest Satisfaction Index Study. Andrea Stokes, hospitality practice lead, said frontline staff have managed to navigate a very difficult situation while holding overall guest satisfaction steady and actually improving customer satisfaction with staff interactions. As a transition to a more normalized travel environment continues, she said, guest expectations are growing rapidly, and it is clear that guests expect breakfast service to resume, especially in limited-service hotels that usually provide a complimentary hot breakfast. The survey also showed the following brands ranking highest in guest satisfaction in their respective segments: luxury, Ritz-Carlton; upper-upscale, Hard Rock Hotels; upscale, AC Hotels; upper-midscale, Drury Hotels; midscale, Tru by Hilton; and economy, SureStay by Best Western.