Guest satisfaction with hotels managed by third-party management companies declined four points from a year ago, according to the J.D. Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark. The decline, according to the report, was driven by lower satisfaction with room cost and fees; decor/furnishings of guest room; and variety of food and beverage. Andrea Stokes, hospitality practice lead at J.D. Power, said that it is no secret that many major hospitality companies have put off upgrades and deferred maintenance while they were in survival mode during the pandemic. As demand has climbed above pre-pandemic levels and consumers are paying record rates for hotel rooms, she said, expectations are rising rapidly. Now is the time, she said, “for hotel operators to invest in the maintenance and renovations that improve quality in the eyes of guests.” The report showed that Davidson Hospitality Group ranks highest in overall customer satisfaction, with a score of 875. Atrium Hospitality (870) ranks second, and Crestline Hotels & Resorts (856) ranks third. The J.D. Power report, now in its third year, evaluates guest satisfaction with branded hotels that are operated by the largest third-party management companies. It is based on six factors (in alphabetical order): arrival/departure; cost and fees; food and beverage; guest room; hotel facilities; and services and amenities.