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.
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.
Hilton and Marriott brands still lead the way, but this study found that hotel guests are less satisfied:
“While Hilton remains an industry leader in most customer experience areas, its advantage has lessened. Guest assessments of room quality, based on cleanliness and comfort, have weakened for Hilton during the pandemic. Hilton is not alone, however, in facing challenges in this area. Among eight major chains, five experience downturns in evaluations of room quality.”
The ACSI Travel Report is based on interviews with more than 17,000 customers who were chosen at random and contacted via email from April 2019 to March 2020. Hotels were rated on a scale of 0 to 100.
ACSI: Best and Worst Hotel Brands
|Hilton Hotels & Resorts||Hilton||Upper Upscale||83|
|Hilton Garden Inn||Hilton||Upscale||82|
|Best Western Premier||Best Western||Upscale||81|
|Embassy Suites||Hilton||Upper Upscale||81|
|Marriott Hotels||Marriott||Upper Upscale||80|
|Crowne Plaza Hotels & Resorts||IHG||Upscale||79|
|Holiday Inn Express||IHG||Upper Midscale||79|
|Home2 Suites||Hilton||Upper Midscale||79|
|Hyatt Regency||Hyatt||Upper Upscale||78|
|Best Western Plus||Best Western||Upper Midscale||77|
|Ascend Hotel Collection||Choice||Upscale||76|
|Holiday Inn||IHG||Upper Midscale||76|
|Best Western||Best Western||Midscale||75|
|La Quinta||Wyndham||Upper Midscale||75|
|Motel 6||G6 Hospitality||Economy||65|
The ACSI report found that hotels are slipping in multiple aspects of customer service: check-in process, room quality and helpfulness of staff.
Do you agree with the results of the ACSI report? Tell us which hotel brand is your favorite and why in the comments below!