Hotel guest satisfaction rises again

Satisfaction across lodging, airlines, car rentals and online travel agencies climbs again, returning to pre-pandemic levels

After hitting a 15-year low in 2022, guest satisfaction with accommodations rebounded for the second consecutive year, increasing 3 percent to a score of 77, according to the American Customer Satisfaction Index Travel Study 2023-2024.

Key takeaways

• Hilton has seen two years of steady improvement, with a 3 percent increase to take the top spot at 81. Despite a slight 1 percent decline, Marriott remains in second place with an ACSI score of 79;
• Airbnb made a strong debut with an ACSI score of 78, above the industry average, demonstrating its ability to compete with major hotel chains offering a variety of business and luxury accommodations;
• The overall increase in guest satisfaction across the lodging industry is indicative of a return to normal operations, improved staffing levels, and the adoption of technological advancements such as contactless check-ins, which were introduced during the pandemic.

Get the full story at The American Customer Satisfaction Index