According to the American Customer Satisfaction Index (ACSI), guest satisfaction with lodging has bounced back for a second straight year.
After suffering a 15-year ACSI low in 2022, guest satisfaction has surged to an overall score of 77% across the industry.
For hotel brands, Hilton, up 3%, shows two years of solid gains, moving into first place at 81. Despite slipping 1%, Marriott sits in second with an ACSI score of 79.
IHG was up 3% to 78 and Hyatt was down 3% to 78. Wyndham slumped 3% year over year to finish in last place at 70.
Vacation rental company Airbnb debuts with an above-average ACSI score of 78, suggesting that its customer experience is competing with major hotel chains.
Meanwhile, online travel agencies inched up 1% to an ACSI score of 77. Booking.com assumed the lead after a 3% increase to a score of 80. Expedia came in second place with a score of 79, followed by smaller online travel agencies.
Reported on a scale of 0 to 100, the ACSI Travel Study 2023-2024 is based on interviews with 16,352 customers.
JD Power’s 2023 North America Hotel Guest Satisfaction Index Study finds that investments in hiring staff pay dividends for hoteliers.
