Hotel Chains With the Best Customer Satisfaction Ratings

When choosing a hotel, in addition to price, it is important to consider amenities, hospitality and quality. These brands and chains are the hotels with the highest customer satisfaction ratings in 2017.

People are generally more satisfied with hotels than they were a year ago, according to a new travel report from the American Customer Satisfaction Index . Services like Airbnb and the overall fragmentation of the hotel market provide travelers with a variety of accommodations, so hotels must stay at the top of their game to retain customers. According to the report, the hotel companies with the highest customer satisfaction:

  1. Hilton with a score of 81
  2. Hyatt rated 80
  3. Marriott 80
  4. Starwood (Marriott) 79
  5. InterContinental with a score of 78

It is followed by Best Western, La Quinta, Choice, Wyndham, and below is G6 Hospitality (Motel 6). But knowing the best companies doesn’t necessarily help you choose the best hotels when traveling. Narrowing it down to the top five hotel chains, the breakdown looks like this:

  1. JW Marriott 85
  2. Hilton Garden Inn with a score of 84
  3. Hyatt Place 84 rated
  4. Aloft rated 83
  5. Embassy Suite Hotels rated 83

Below are AC Hotels, Hilton Hotels & Resorts, Wyndham Hotels and Resorts and Best Western Premier Hotels. In terms of quality of service, it seems like you get what you pay for. The JW Marriott is ranked # 1 in customer satisfaction, but is considered a “luxury” hotel, with rates ranging from $ 400 to $ 500 per night for a standard room. The Hilton Garden Inn, a “high-end” hotel, offers room rates around $ 300, and Best Western Premiere rooms range from $ 150 to $ 200 per night. Both offer the same level of satisfaction for a much lower cost.

Sheraton by Starwood (Marriott) received the lowest rating among “upscale” hotels. It barely outperforms “mid-range” and “economy” hotels such as Quality, Ramada, Days Inn and Econo Lodge, although it still costs between $ 150 and $ 300 a night depending on location. At the very bottom are two economy hotels, the Motel 6 and the Super 8, but that’s probably not too surprising if you’ve ever stayed at one on a long trip. On the other hand, they are not really meant for vacation and long-term stays, so it is difficult to throw them away when they are comparatively cheap. You can read ACSI’s full 2017 travel report here .


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