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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:

    2022

  • Companies:

    8 major companies, plus aggregate of smaller hoteliers

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.

Hotel Benchmarks

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.

Connect With ACSI

Connect With ACSI

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