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:
|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|
|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|
|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|
|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!