The best and worst hotel chains in America

The best and worst hotel chains in America
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When money expert Clark Howard books a vacation, he almost always uses the travel websites Priceline and Hotwire to get mystery hotel rooms at rock-bottom prices.

But mystery hotels aren’t for everyone and some people like to stick with brands that they know and trust.

New report: America’s best and worst hotels

Those travelers may be interested in the findings of the latest report from the American Customer Satisfaction Index (ACSI) on the best and worst hotel brands for 2018.

Guest satisfaction with hotels remains stable this year with an ACSI score of 76 on a 100-point scale, the report stated.

“With increased competition from alternatives like Airbnb and boutique hotel brands, larger hotel chains are under pressure to provide a more customized experience and even better customer service. Hilton and Marriott are among the chains that are succeeding.”

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 2017 to March 2018.

Take a look at the breakdown by individual hotel brands: 

Brand Type Parent ACSI Ranking
AC Hotels by Marriott Upscale Marriott 84
Hilton Garden Inn Upscale Hilton 83
Embassy Suites by Hilton Upper Upscale Hilton 82
Hampton by Hilton Upper Midscale Hilton 82
Hilton Hotels & Resorts Upper Upscale Hilton 82
JW Marriott Luxury Marriott 82
Courtyard by Marriott Upscale Marriott 81
Fairfield Inn & Suites by Marriott Upper Midscale Marriott 81
Marriott Hotels Upper Upscale Marriott 81
Crowne Plaza Hotels & Resorts Upscale InterContinental 80
Westin Upper Upscale Starwood (Marriott) 80
Best Western Premier Upscale Best Western 79
Candlewood Suites Midscale InterContinental 79
Hyatt Place Upscale Hyatt 79
Sheraton Upper Upscale Starwood (Marriott) 79
Baymont Inn & Suites Midscale Wyndham 78
Best Western Plus Upper Midscale Best Western 78
Hyatt Regency Upper Upscale Hyatt 78
DoubleTree by Hilton Upscale Hilton 77
Holiday Inn Express Upper Midscale InterContinental 77
Best Western Midscale Best Western 76
Holiday Inn Upper Midscale InterContinental 76
La Quinta Inns & Suites Midscale La Quinta 76
Wyndham Hotels and Resorts Upscale Wyndham 76
Comfort Inn, Comfort Suites Upper Midscale Choice 75
Residence Inn by Marriott Upscale Marriott 75
Econo Lodge Economy Choice 73
Ramada Midscale Wyndham 67
Super 8 Economy Wyndham 67
Quality Midscale Choice 66
Days Inn Economy Wyndham 65
Motel 6 Economy G6 Hospitality 65

What’s interesting is that the report found high-end brands aren’t necessarily better than others in the same hotel portfolio.

For example, InterContinental’s midscale Candlewood Suites (79) outranked Holiday Inn Express (77) and Holiday Inn (76), which are both classified as upper midscale.

Learn more about the rankings from the ACSI and read Clark’s hotel booking guide to score the best deals!

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