J.D. Power Japan revealed the results of the survey on hotel customer satisfaction in Japan in 2025. According to the results, hotel room prices continued rising due to a combination of rising demand for hotel and rising operating costs, especially in urban areas. In four hotel categories except Upper Upscale Hotel, rises in prices of around 1,000 yen were seen,
Even under the circumstances, the satisfaction rate rose as a whole, and 12 points rose in Economy Hotel segment especially. Overall, the satisfaction rate of check-in/check-out improved. The ratio of guests who used automatic check-in system was up 10 points to 30% in mid-scale and economy hotels.
報道資料より
For full-service hotels, the satisfaction rate of face-to-face check-in/check-out was higher, while for economy hotel, higher rate was seen in automatic check-in/check-out system.
Hotel customer satisfaction ranking 2025 in five categories (full score is 1000 points)
Upper Up-Scale Hotel (majority is 35 square meters or wider rooms)
1 Okura (775 points) No.1 for two years in a row
2 Hilton (774 points)
3 Sheraton (758 points)
Up-Scale Hotel (majority is 25 to 35 square meters rooms)
1 Hyatt Regency (795 points) tops in ‘room,’ ‘facility,’ ‘price,’ ‘service’ and ‘check-in/check-out’
2 Intercontinental Hotel/ ANA Intercontinental Hotel (780 points)
3 Tokyo Hotel (773 points)
Upper Mid-Scale Hotel (majority is 20 to 25 square meters rooms)
1 Keio Plaza Hotel (773 points) tops in ‘room,’ ‘F&B,’ ‘facility,’ ‘price’ and ‘check-in/check-out’
2 La Vista (762 points)
3 Hotel Monterey (757 points)
Mid-Scale Hotel (majority is 15 to 20 square meters rooms)
1 Vessel Hotel (743 points) No.1 for two years in a row
2 JR-East Hotel Mets (736 points)
3 Dormy Inn (733 points)
Economy Hotel (majority is 15 square meters or smaller rooms)
1 Super Hotel (717 points) No.1 for 11 years in a row
2 APA Hotel (706 points)
3 Comfort (704 points)
