Dorothy Dowling, SVP and Chief Marketing Officer, Best Western

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Best Western® Hotels and Resorts launched its SureStay Hotel Group® just four years ago, but the brand was named No. 1 in the economy segment in the J.D. Power 2020 North America Hotel Guest Satisfaction Study. 

SureStay achieved the highest score in the segment across six critical factors including reservations, arrival/departure, guest room, service and amenities, hotel facilities, and cost and fees.

Best Western has 18 different brands and approximately 4,700 hotels in over 100 countries and territories around the world. Loyalty360’s Mark Johnson spoke with Dorothy Dowling, senior vice president and chief marketing officer at Best Western about the brand’s loyalty programs and how SureStay achieved success so quickly.