Best Western® Hotels & Resorts’ SureStay Hotel Group Leads Economy Segment in J.D. Power 2021 North America Hotel Guest Satisfaction Study 

Phoenix, Arizona (July 14, 2021) – Best Western Hotels & Resorts (BWHR) celebrates its continued dedication to guest satisfaction, announcing today that SureStay Hotel Group* has been named #1 in the economy segment in the J.D. Power 2021 North America Hotel Guest Satisfaction Index Study. This is the second consecutive year that SureStay Hotel Group has been awarded the impressive accolade. The brand achieved the highest scores in the segment across five critical factors including Arrival/Departure, Guest Room, Services & Amenities, Hotel Facilities, and Cost & Fees.

“Being recognized by J.D. Power for our commitment to guest satisfaction is a tremendous honor,” said David Kong, President and Chief Executive Officer for BWHR. “I am particularly proud that SureStay Hotel Group has achieved the highest ranking in the economy segment for two years in a row. At BWHR we pride ourselves on our dedication to delivering superior customer service. Despite the incredible hardships our hoteliers have faced over the last 16 months, they have continued to embody Best Western’s spirit of caring and have gone above and beyond in welcoming guests to their hotels.”

Launched in October 2016, SureStay Hotel Group boasts over 220 properties in North America and almost 400 properties globally, making it one of the fastest growing brands in the hotel industry today. The group is comprised of four unique brands: SureStay®, SureStay Plus®, SureStay Collection® and SureStay StudioSM, offering guests a variety of options across the economy segment. The brand is known as a trusted and respected lodging option among travelers, offering consistent and quality levels of comfort, cleanliness, and a service guarantee, all at an affordable price.

“I am thrilled to see the continued success of SureStay Hotel Group, which has solidified BWHR’s position as a global leader in the economy segment,” said Ron Pohl, Senior Vice President and Chief Operations Officer of BWHR. “We have experienced incredible growth and I believe SureStay Hotel Group’s success can be attributed to the best-in-class service and value that are at the heart of the brand. Congratulations to our hoteliers for this remarkable achievement.”

The SureStay Hotel Group brand has garnered significant interest among developers in the economy market because of its competitive fee structure and access to BWHR’s powerhouse brand. Every SureStay hotel is provided unparalleled systems and support and is on-boarded with access to BWHR’s award-winning website, global partnerships and sales team, and state-of-the-art revenue management system. Hotels have access to a revenue manager to maximize revenue and reduce operating costs, as well as a brand manager that work closely with each property to ensure success. SureStay Studio will benefit from BWHR’s reputation for providing superior guest service and will have access to the award-winning Best Western Rewards® program, which contributes over 30% of gross room revenue to hotels.

With a strong global and North American pipeline, SureStay Hotel Group shows no signs of slowing down and continues to deliver exceptional guest service. The brand is an example of BWHR’s commitment to listening to guest feedback and using it to steer and implement change across each of its brands. In doing so, BWHR has driven improvements across all properties in areas like cleanliness of rooms, a caring staff attitude and working order of room amenities. BWHR continues to celebrate the valued guests who have been with the brand throughout its evolution.

For more information on SureStay Hotel Group, please visit

For more information on Best Western Hotels & Resorts, please visit 

For more information about the J.D. Power 2021 North America Hotel Guest Satisfaction Index Study, please visit

*SureStay Studio was not included in the J.D. Power 2021 North America Hotel Guest Satisfaction Study; therefore, for the purpose of this announcement, SureStay Hotel Group refers to SureStay, SureStay Plus and SureStay Collection.


About Best Western® Hotels & Resorts:

Best Western Hotels & Resorts headquartered in Phoenix, Arizona, is a privately held hotel brand within the BWH Hotel GroupSM global network. With 18 brands and approximately 4,700 hotels in over 100 countries and territories worldwide*, BWH Hotel Group suits the needs of developers and guests in every market. Brands include Best Western®, Best Western Plus®, Best Western Premier®, Executive Residency by Best Western®, Vīb®, GLō®, Aiden®, Sadie®, BW Premier Collection® and BW Signature Collection®. Through acquisition, WorldHotelsTM Luxury, WorldHotels Elite, WorldHotels Distinctive and WorldHotels Crafted collections are also offered. Completing the portfolio is SureStay®, SureStay Plus®, SureStay Collection® and SureStay StudioSM franchises**. For more information visit,, and

* Numbers are approximate, may fluctuate, and include hotels currently in the development pipeline.

**All Best Western, WorldHotels and SureStay branded hotels are independently owned and operated.


About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

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