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 2019.
Hilton and Marriott brands still lead the way, but this study found that hotel guests are less satisfied than they were a year ago:
“Guest satisfaction with hotels is down 1.3% to an ACSI score of 75, weakened by losses for most of the largest chains, along with smaller hotels. In fact, only two hotels register improvement: InterContinental and Choice. With the rise of online hospitality brokers like Airbnb, travelers have more choices than ever before, and traditional hotels are showing signs of strain.”
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 2018 to March 2019. Hotels were rated on a scale of 0 to 100.
ACSI: Best and worst hotel brands for customer satisfaction
|Embassy Suites||Hilton||Upper Upscale||83|
|Fairfield Inn & Suites||Marriott||Upper Midscale||83|
|Hilton Garden Inn||Hilton||Upscale||82|
|Marriott Hotels||Marriott||Upper Upscale||81|
|Crowne Plaza Hotels & Resorts||InterContinental||Upscale||81|
|Best Western Premier||Best Western||Upscale||81|
|Holiday Inn Express||InterContinental||Upper Midscale||80|
|Hilton Hotels & Resorts||Hilton||Upper Upscale||79|
|Hyatt Regency||Hyatt||Upper Upscale||79|
|Best Western||Best Western||Midscale||77|
|Best Western Plus||Best Western||Upper Midscale||77|
|Wyndham Hotels & Resorts||Wyndham||Upscale||76|
|Comfort Inn, Comfort Suites||Choice||Upper Midscale||76|
|Holiday Inn||InterContinental||Upper Midscale||75|
|La Quinta Inns & Suites||La Quinta (Wyndham)||Midscale||74|
|Motel 6||G6 Hospitality||Economy||63|
The ACSI report found that hotels are slipping in multiple aspects of customer service: making reservations, check in, staff courtesy, room quality, website/call center satisfaction and more.
Loyalty programs, hotel amenities (pool, business center) and food service are the lowest rated parts of the guest experience.
Resolving guests complaints is more important than ever before, according to the ACSI. Many hotels are now using social media to quickly resolve issues that customers share online.
Do you agree with the results of the ACSI report? Tell us which hotel brand is your favorite and why in the comments below!
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- Clark’s travel booking and planning guide