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:
2023
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Companies:
8 major companies, plus aggregate of smaller hoteliers
Satisfaction Benchmarks by Company
| 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 | 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.