Hotels leave room for improvement
Due to a fall among smaller hotel chains, guest satisfaction for hotels overall drops 1.3 percent to 74, according to the American Customer Satisfaction Index Travel Report 2016.
Of the top three hotel chains in the ACSI, Hilton is first after moving up 1 percent to 81. Marriott is steady at 80 and Hyatt falls 1 percent to 79. Starwood, which will merge with Marriott, climbs 3 percent to 78.
“Historically, Starwood’s customer satisfaction performance has been uneven, and the chain typically doesn’t do as well as its upscale counterparts,” says VanAmburg. “While the impending merger could give the combined entity more leverage against competitors, the path to consolidating operations may not be smooth and Starwood could pose a drag on Marriott’s strong guest satisfaction.”
Among midscale and economy hotels, Best Western is up 1 percent to 75, tied with La Quinta, which is down 1 percent. G6 Hospitality, with its flagship Motel 6 brand, gains 3 percent to 65, but remains the lowest-scoring chain.
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