Lodging
Track guest satisfaction and accurately benchmark against any company in ACSI
Improve the guest experience in ways that will impact the bottom line.
LODGING
While air travel is viewed as a means to reach a destination, oftentimes lodging itself is a destination, which places a greater burden on the industry when it comes to meeting travelers’ expectations. It is more important than ever before to capture feedback and improve the guest experience in ways that will impact your bottom line.
At a glance:
Lodging
- Inaugural year:
1994
- Updated:
annually
- Most recent data:
2026
- Companies:
8 major companies, plus aggregate of smaller hoteliers
Satisfaction Benchmarks by Company
Lodging
| 2025 | 2026 | % Change | |
|---|---|---|---|
| Lodging | 76 | 77 | 1% |
| Airbnb | 78 | 79 | 1% |
| Hilton | 80 | 79 | -1% |
| Marriott | 78 | 78 | 0% |
| Hyatt | 76 | 77 | 1% |
| IHG | 79 | 76 | -4% |
| BWH Hotels | 75 | 75 | 0% |
| All Others | 72 | 75 | 4% |
| Choice | 72 | 72 | 0% |
| Wyndham | 71 | 70 | -1% |
NA – Not Available
Customer Experience Benchmarks Year-Over-Year Industry Trends
Lodging
| Brand | Parent | Type* | ACSI |
|---|---|---|---|
| Hilton Hotels & Resorts | Hilton | Upper Upscale | 82 |
| Hilton Garden Inn | Hilton | Upscale | 81 |
| Marriott Hotels | Marriott | Upper Upscale | 80 |
| Airbnb | Airbnb | Homeshare | 79 |
| Holiday Inn Express | IHG | Upper Midscale | 78 |
| Best Western Plus | BWH Hotels | Upper Midscale | 77 |
| AC Hotels | Marriott | Upscale | 76 |
| Hampton | Hilton | Upper Midscale | 75 |
| Best Western | BWH Hotels | Midscale | 74 |
| Comfort | Choice | Upper Midscale | 74 |
| Holiday Inn | IHG | Upper Midscale | 74 |
| Days Inn | Wyndham | Economy | 68 |
| Baymont | Wyndham | Midscale | 66 |
* Lodging type per industry standards
Customer Experience Benchmarks by Category
Lodging
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Ease of making a reservation | 83 | 86 |
| Quality of mobile app | 83 | 86 |
| Ease of check-in and checkout process | 82 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 85 |
| Website satisfaction | 83 | 85 |
| Courtesy and helpfulness of staff | 82 | 84 |
| Room cleanliness and comfort | 79 | 83 |
| In-room internet service quality (speed, reliability) | 80 | 81 |
| Quality of in-room amenities (refreshments, electronics, toiletries, bedding) | 77 | 81 |
| Call center satisfaction | 79 | 80 |
| In-room entertainment quality (TV, movies) | 77 | 80 |
| Loyalty program | 77 | 79 |
| Quality of hotel amenities (pool, spa, fitness room, business center) | 76 | 78 |
| Quality of food services (restaurants, room service, mini-bar) | 75 | 76 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected April 2025- March 2026.