If you travel often, you’ll want to know how America’s hotels ranked in the latest American Customer Satisfaction Index (ACSI) on the best and worst hotel brands for 2019.
Here are the results, courtesy of Clark.com.
Customers less satisfied than a year ago
The ACSI Travel Report is based on interviews with more than 12,000 customers who were chosen at random and contacted via email from April 2018 to March 2019. Hotels were rated on a scale of 0 to 100.
Hilton and Marriott hotel brands still lead the way, but the study found that hotel guests are overall less satisfied than they were a year ago.
The ACSI report found that hotels are slipping in multiple aspects of customer service: making reservations, check in, staff courtesy, room quality, website/call center satisfaction, and more.
Loyalty programs, hotel amenities (pool, business center), and food service are the lowest rated parts of the guest experience.
And resolving guests’ complaints is more important than ever before, according to the ACSI. Many hotels are now using social media to quickly resolve issues that customers share online.
Results and rankings
|Embassy Suites||Hilton||Upper Upscale||83|
|Hilton Garden Inn||Hilton||Upscale||82|
|Marriott Hilton||Marriott||Upper Scale||81|
Hotels & Resorts
|Hyatt Regency||Hyatt||Upper Upscale||79|
|Best Western||Best Western||Midscale||77|
|Best Western||Upper Midscale||77|
|Holiday Inn||InterContinental||Upper Midscale||75|
|La Quinta Inns
|Motel 6||G6 Hospitality||Economy||63|