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Drury Hotels Makes Forbes’ First Best Customer Service List

The family-owned organization placed highest in the brand category for hotels

By Madeline Fuerstenberg

Drury Hotels
Of 300 brands recognized for top customer service, Drury Hotels was ranked No. 56 by Forbes. || Photo by wolterke, courtesy of Adobe

Missouri-based Drury Hotels Company LLC, a family-owned and operated company, has topped Forbes’ first-ever list for Best Customer Service 2024 in the hotels category. Of all 300 U.S. brands listed—the categories of which include airlines, electronic companies, hospital systems, theme parks, and more—Drury Hotels ranked No. 56.

Within the hotels category, Drury Hotels is followed by Omni Hotels & Resorts (ranked No. 85 across all categories), Westin (No. 147), Marriott (No. 164), Hilton Worldwide Holdings (No. 188), and 10 other companies.

“This recognition from Forbes acknowledges our promise to provide outstanding customer service and best-in-class amenities to make our guests’ stay easier and happier,” says Chuck Drury, president and CEO of Drury Hotels, in a prepared statement. “Since our founding over 50 years ago, our team remains as focused as ever on providing that friendly, attentive service creating personal connections with guests at every location, every day.”

Forbes’ Best Customer Service 2024 list was created in partnership with HundredX, a data analytics company whose year-long survey had 201,000 people in the U.S. provide 4.2 million evaluations across more than 3,000 brands. The list focuses on four categories of customer service: people, speed, services, and resolution. Subcategories were evaluated through methods relating to the brand’s specific industry, and final rankings were determined by a brand’s raw score and compared to others in its industry.

Drury Hotels has more than 150 hotels across 26 states and employs more than 6,000 team members. In 2003, the company was among the first in the hotel industry to offer free hot breakfast to guests and followed up in 2010 by introducing the free 5:30 Kickback, with dinnertime snacks and cold beverages. As a recent enhancement for guests, Drury Hotels introduced The Kitchen + Bar for late-night dining options at 19 locations, with plans to add 11 more by the end of 2024.