Lower volume, more satisfaction: Insights on Guest Experience 2nd Quarter 2024
Guest satisfaction has surpassed pre-COVID levels, but despite higher satisfaction, there was a slight 2.9% drop in review volume compared to Q2 2023
The Shiji Guest Experience Benchmark Report for Q2 2024 offers a comprehensive look into guest satisfaction trends and review dynamics. In June 2024, 5-star hotels achieved a record GRI of 90.4%, while 4-star hotels reached 86.8%, and 3-star hotels saw an increase to 83.2%.
Key takeaways
- Management response times have improved, with positive reviews being addressed in 3.3 days and negative reviews in 4.0 days on average;
- Review volumes on Expedia, Hotels.com, and Agoda surged by over 40% compared to Q2 2023. Conversely, Booking.com and Google saw declines in review volumes and market shares;
- North America experienced slight GRI increases across all star categories. However, value for money remains a concern, particularly for 4 and 5-star hotels, with indices of 81.6% and 82.8%, respectively, lower than the European market.
Get the full story at Shiji