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Hotels

Track guest satisfaction and accurately benchmark against any company in ACSI

Improve the guest experience in ways that will impact the bottom line.

HOTELS

According to ACSI research, guests feel that hotels are now offering less value than prior to the pandemic. While air travel is viewed as a means to reach a destination, hotels are themselves a destination, which places a greater burden on hotels when it comes to meeting travelers’ expectations. It is more important than ever before to capture feedback and improve the guest experience in ways that will impact your bottom line.

At a glance:

Hotels

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    7 major companies, plus aggregate of smaller hoteliers

Satisfaction Benchmarks by Company

Hotels
First Hidden Column Company 2022 2023 % Change
0 Hotels 71 75 6%
1 Wyndham 69 72 4%
1 Hilton 76 79 4%
1 Hyatt 73 80 10%
1 IHG 74 76 3%
1 Marriott 78 80 3%
1 Choice 73 74 1%
1 Best Western 75 76 1%
1 G6 Hospitality (Motel 6) 66 56 -15%
1 All Others 65 72 11%

2023 results based on data collected April 2022 – March 2023.

Satisfaction Benchmarks by Brand

Hotel Chains

Brand Parent Type 2023
AC Hotels Marriott Upscale 82
Hilton Garden Inn Hilton Upscale 81
Marriott Marriott Upper Upscale 80
Aloft Hotels Marriott Upscale 79
Hilton Hotels & Resorts Hilton Upper Upscale 79
Wyndham Wyndham Upscale 78
Comfort Choice Upper Midscale 77
Hampton Hilton Upper Midscale 77
Best Western Best Western Midscale 76
Best Western Plus Best Western Upper Midscale 76
Holiday Inn Express IHG Upper Midscale 76
Courtyard Marriott Upscale 75
Holiday Inn IHG Upper Midscale 75
Baymont Wyndham Midscale 72
Days Inn Wyndham Economy 71

2023 results based on data collected April 2022-March 2023.
Lodging type assigned per industry standards.

Hotel Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2022 2023
Quality of mobile app 84 85
Reliability of mobile app (minimal down time, crashes, lags) 82 84
Ease of making a reservation 79 84
Ease of check-in and checkout process 80 83
Website satisfaction 79 83
Courtesy and helpfulness of staff 77 81
Call center satisfaction 75 80
In-room internet service quality (speed, reliability) 74 79
Room cleanliness and comfort 76 79
In-room entertainment quality (TV, movies) 73 78
Loyalty program 70 77
Quality of in-room amenities (refreshments, electronics, toiletries, bedding) 73 77
Quality of hotel amenities (pool, spa, fitness room, business center) 69 76
Quality of food services (restaurants, room service, mini-bar) 68 74

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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