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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2022
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Companies:
8 major companies, plus aggregate of smaller hoteliers
Benchmarks by Industry
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 81 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 82 |
| Ease of check-in process | 79 | 80 |
| Ease of making a reservation | 80 | 79 |
| Website satisfaction | 79 | 79 |
| Courtesy and helpfulness of staff | 78 | 77 |
| Room quality (cleanliness, comfort) | 77 | 76 |
| Call center satisfaction | 76 | 75 |
| In-room internet service quality (speed, reliability) | 75 | 74 |
| In-room entertainment quality (TV, movies) | 75 | 73 |
| Quality of in-room amenities (refreshments, electronics, toiletries, bedding) | 75 | 73 |
| Loyalty program | 74 | 70 |
| Quality of hotel amenities (pool, spa, fitness room, business center) | 72 | 69 |
| Quality of food services (restaurants, room service, mini-bar) | 71 | 68 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Hotels
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Hotels | 73 | 71 | -2.7% |
| Marriott | 76 | 78 | 3% |
| Hilton | 79 | 76 | -4% |
| Best Western | 75 | 75 | 0% |
| IHG | 78 | 74 | -5% |
| Choice | 71 | 73 | 3% |
| Hyatt | 76 | 73 | -4% |
| Wyndham | 69 | 69 | 0% |
| All Others | 70 | 65 | -7% |
| G6 Hospitality (Motel 6) | 66 | 56 | -15% |
Satisfaction Benchmarks by Brand
Hotel Chains*
| Brand | Parent | Type** | 2020 |
|---|---|---|---|
| AC Hotels | Marriott | Upscale | 85 |
| Hilton Hotels & Resorts | Hilton | Upper Upscale | 83 |
| Hilton Garden Inn | Hilton | Upscale | 82 |
| JW Marriott | Marriott | Luxury | 82 |
| Best Western Premier | Best Western | Upscale | 81 |
| DoubleTree | Hilton | Upscale | 81 |
| Embassy Suites | Hilton | Upper Upscale | 81 |
| Hampton | Hilton | Upper Midscale | 81 |
| Clarion | Choice | Upper Midscale | 80 |
| Courtyard | Marriott | Upscale | 80 |
| Grand Hyatt | Hyatt | Luxury | 80 |
| Marriott Hotels | Marriott | Upper Upscale | 80 |
| SpringHill Suites | Marriott | Upscale | 80 |
| Crowne Plaza Hotels & Resorts | IHG | Upscale | 79 |
| Fairfield | Marriott | Upper Midscale | 79 |
| Holiday Inn Express | IHG | Upper Midscale | 79 |
| Home2 Suites | Hilton | Upper Midscale | 79 |
| Andaz | Hyatt | Luxury | 78 |
| Baymont | Wyndham | Midscale | 78 |
| Homewood Suites | Hilton | Upscale | 78 |
| Hyatt Regency | Hyatt | Upper Upscale | 78 |
| Residence Inn | Marriott | Upscale | 78 |
| Wyndham | Wyndham | Upscale | 78 |
| Best Western Plus | Best Western | Upper Midscale | 77 |
| Westin | Marriott | Upper Upscale | 77 |
| Ascend Hotel Collection | Choice | Upscale | 76 |
| Candlewood Suites | IHG | Midscale | 76 |
| Holiday Inn | IHG | Upper Midscale | 76 |
| Hyatt Place | Hyatt | Upscale | 76 |
| Aloft Hotels | Marriott | Upscale | 75 |
| Best Western | Best Western | Midscale | 75 |
| Comfort | Choice | Upper Midscale | 75 |
| La Quinta | Wyndham | Upper Midscale | 75 |
| Sheraton | Marriott | Upper Upscale | 75 |
| Quality | Choice | Upper Midscale | 72 |
| Ramada | Wyndham | Midscale | 69 |
| Super 8 | Wyndham | Economy | 68 |
| Days Inn | Wyndham | Economy | 66 |
| Motel 6 | G6 Hospitality | Economy | 65 |
| Econo Lodge | Choice | Economy | 62 |
*Results based on data collected April 2019-March 2020.
**Lodging type assigned per industry standards.