What’s the best hotel chain? Which hotel brand is the best? We looked at the American Customer Satisfaction Index (ACSI), which ranks hotels based on various customer service benchmarks, from the ease of making reservations to room cleanliness and the quality of hotel amenities and food services. Interestingly, upscale and upper midscale hotels rank high.
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Best Hotel Chain
The hotel chain with the highest rating is AC Hotels (Marriott), scoring an impressive 82. AC Hotels, part of the Marriott brand, offers upscale accommodations with a focus on modern design and simplicity.
Best Hotel Brand
The hotel brand with the highest customer satisfaction rating is Hyatt, achieving an impressive score of 80. Hyatt’s commitment to excellence and guest comfort has contributed to this remarkable achievement
Most Improved Hotel Brand
The hotel brand that has experienced the most significant improvement in guest satisfaction is Hyatt. Their rating increased by 10%, rising from 73 in 2022 to 80 in 2023.
Best Hotel Chains Ranked by Customer Satisfaction
1. AC Hotels (Marriott):
Type: Upscale
Rating: 82
AC Hotels, part of the Marriott portfolio, offers modern and stylish accommodations with a focus on design and simplicity.
2. Hilton Garden Inn (Hilton):
Type: Upscale
Rating: 81
Hilton Garden Inn provides comfortable stays with amenities like well-equipped rooms, on-site dining, and business centers.
3. Marriott:
Type: Upper Upscale
Rating: 80
Marriott, a well-established brand, caters to travelers seeking refined experiences and upscale amenities.
4. Aloft Hotels (Marriott):
Type: Upscale
Rating: 79
Aloft Hotels, also part of Marriott, offers a trendy and vibrant atmosphere, appealing to a younger crowd.
5. Hilton Hotels & Resorts (Hilton):
Type: Upper Upscale
Rating: 79
Hilton Hotels & Resorts provides upscale accommodations, often located in prime city or resort destinations.
6. Wyndham:
Type: Upscale
Rating: 78
Wyndham hotels offer a diverse range of properties, from full-service hotels to vacation rentals.
7. Comfort (Choice):
Type: Upper Midscale
Rating: 77
Comfort by Choice Hotels focuses on providing reliable and comfortable stays for budget-conscious travelers.
8. Hampton (Hilton):
Type: Upper Midscale
Rating: 77
Hampton by Hilton emphasizes consistency, friendly service, and complimentary amenities like breakfast.
9. Best Western:
Type: Midscale
Rating: 76
Best Western offers a mix of independently owned and operated hotels, often with a focus on value.
10. Best Western Plus (Best Western):
Type: Upper Midscale
Rating: 76
Best Western Plus properties provide upgraded amenities and services compared to standard Best Western hotels.
11. Holiday Inn Express (IHG):
Type: Upper Midscale
Rating: 76
Holiday Inn Express, part of the InterContinental Hotels Group (IHG), offers convenient stays with complimentary breakfast.
12. Courtyard (Marriott):
Type: Upscale
Rating: 75
Courtyard by Marriott caters to business travelers, combining comfort, functionality, and modern design.
13. Holiday Inn (IHG):
Type: Upper Midscale
Rating: 75
Holiday Inn, another IHG brand, provides reliable accommodations for both leisure and business travelers.
14. Baymont (Wyndham):
Type: Midscale
Rating: 72
Baymont by Wyndham focuses on affordable stays with basic amenities.
15. Days Inn (Wyndham):
Type: Economy
Rating: 71
Days Inn offers budget-friendly lodging options, suitable for travelers seeking no-frills accommodations.
Best Hotel Brands Ranked By Customer Satisfaction
1. Hyatt:
Rating (2022): 73
Rating (2023): 80
Percentage Change: +10%
Hyatt, known for its luxury properties, has seen a significant improvement in guest satisfaction.
2. Marriott:
Rating (2022): 78
Rating (2023): 80
Percentage Change: +3%
Marriott, a well-established brand with diverse offerings, continues to maintain a high level of guest satisfaction.
3. Hilton:
Rating (2022): 76
Rating (2023): 79
Percentage Change: +4%
Hilton, another major player in the hospitality industry, has also seen positive growth in guest satisfaction.
4. Best Western:
Rating (2022): 75
Rating (2023): 76
Percentage Change: +1%
Best Western, with its varied properties, remains consistent in providing satisfactory stays.
5. IHG (InterContinental Hotels Group):
Rating (2022): 74
Rating (2023): 76
Percentage Change: +3%
IHG, which includes brands like Holiday Inn and Crowne Plaza, maintains a solid guest experience.
6. Choice:
Rating (2022): 73
Rating (2023): 74
Percentage Change: +1%
Choice Hotels, offering a range of options, has seen a slight improvement.
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