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.

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

BrandParentType2020
AC HotelsMarriottUpscale85
Hilton Hotels & ResortsHiltonUpper Upscale83
Hilton Garden InnHiltonUpscale82
JW MarriottMarriottLuxury82
Best Western PremierBest WesternUpscale81
Double TreeHiltonUpscale81
Embassy SuitesHiltonUpper Upscale81
HamptonHiltonUpper Midscale81
ClarionChoiceUpper Midscale80
CourtyardMarriottUpscale80
Grand HyattHyattLuxury80
Marriott HotelsMarriottUpper Upscale80
SpringHill SuitesMarriottUpscale80
Crowne Plaza Hotels & ResortsIHGUpscale79
FairfieldMarriottUpper Midscale79
Holiday Inn ExpressIHGUpper Midscale79
Home2 SuitesHiltonUpper Midscale79
AndazHyattLuxury78
BaymontWyndhamMidscale78
Homewood SuitesHiltonUpscale78
Hyatt RegencyHyattUpper Upscale78
Residence InnMarriottUpscale78
WyndhamWyndhamUpscale78
Best Western PlusBest WesternUpper Midscale77
WestinMarriottUpper Midscale77
Ascend Hotel CollectionChoiceUpscale76
Candlewood SuitesIHGMidscale76
Holiday InnIHGUpper Midscale76
Hyatt PlaceHyattUpscale76
Aloft HotelsMarriottUpscale75
Best WesternBest WesternMidscale75
ComfortChoiceUpper Midscale75
La QuintaWyndhamUpper Midscale75
SheratonMarriottUpper Upscale75
QualityChoiceUpper Midscale72
RamadaWyndhamMidscale69
Super 8WyndhamEconomy68
Days InnWyndhamEconomy66
Motel 6G6 HospitalityEconomy65
Econo LodgeWyndhamEconomy62
Source: ACSI

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!

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