Hotels Ranked: The Best and Worst in the U.S.

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

Brand: Parent Type ACSI
Ranking
JW Marriott Marriott Luxury 84
Embassy Suites Hilton Upper Upscale 83
Fairfield Inn
& Suites
Marriott Upper Midscale 83
Hilton Garden Inn Hilton Upscale 82
Marriott Hilton Marriott Upper Scale 81
Crowne Plaza
Hotels & Resorts
InterContinental Upscale 81
Courtyard Marriott Upscale 81
Best Western
Premier
Best Western Upscale 81
Holiday Inn
Express
InterContinental Upper Midscale 80
Hampton Hilton Upper Midscale 79
Hilton Hotels
& Resorts
Hilton Upper Upscale 79
AC Hotels Marriott Upscale 79
Residence Inn Marriott Upscale 79
Hyatt Regency Hyatt Upper Upscale 79
Double Tree Hilton Upscale 78
Best Western Best Western Midscale 77
Best Western
Plus
Best Western Upper Midscale 77
Sheraton Marriott Upper Upscale 77
Hyatt Place Hyatt Upscale 77
Wyndham Hotels
& Resorts
Wyndham Upscale 76
Comfort Inn,
Comfort Suites
Choice Upper Midscale 76
Westin Marriott Upper Upscale 76
Holiday Inn InterContinental Upper Midscale 75
La Quinta Inns
& Suites
La Quinta
(Wyndham)
Midscale 74
Quality Choice Upper Midscale 73
Baymont Wyndham Midscale 72
Ramada Wyndham Midscale 71
Days Inn Wyndham Economy 68
Econo Lodge Choice Economy 67
Super 8 Wyndham Economy 65
Motel 6 G6 Hospitality Economy 63
Source: Clark.com