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 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

Brand Parent Type ACSI Ranking
JW Marriott Marriott Luxury 84
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
Courtyard Marriott Upscale 81
Best Western Premier Best Western Upscale 81
Holiday Inn Express InterContinental Upper Midscale 80
Hampton Hilton Upper Midscale 79
Hilton Hotels & Resorts Hilton Upper Upscale 79
AC Hotels Marriott Upscale 79
Residence Inn Marriott Upscale 79
Hyatt Regency Hyatt Upper Upscale 79
DoubleTree Hilton Upscale 78
Best Western Best Western Midscale 77
Best Western Plus Best Western Upper Midscale 77
Sheraton Marriott Upper Upscale 77
Hyatt Place Hyatt Upscale 77
Wyndham Hotels & Resorts Wyndham Upscale 76
Comfort Inn, Comfort Suites Choice Upper Midscale 76
Westin Marriott Upper Upscale 76
Holiday Inn InterContinental Upper Midscale 75
La Quinta Inns & Suites La Quinta (Wyndham) Midscale 74
Quality Choice Upper Midscale 73
Baymont Wyndham Midscale 72
Ramada Wyndham Midscale 71
Days Inn Wyndham Economy 68
Econo Lodge Choice Economy 67
Super 8 Wyndham Economy 65
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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