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Hotel chains with the highest and lowest customer satisfaction

  • Hotel chains with the highest and lowest customer satisfaction

    The world's oldest hotel, the Nishiyama Onsen Keiunkan located in Yamanashi, Japan, has offered travelers a place to stay since 705 A.D. The hotel has been run by 52 generations of the same family, earning it its record title in the the Guinness Book of World Records.

    Of course, not every hotel option (especially in the United States) is going to have that family feel to it. For U.S. travelers, it's far more common to stay in a hotel that is part of a major chain and owned by a parent company rather than a local family. Many of these chains offer nearly identical rooms and nearly identical experiences, but a few offer unique stays and ultimate luxury.

    For travelers planning their next vacation or just dreaming about their next getaway, it's always good to know what the lodging options are in any given location. To that end, Stacker has rounded up the hotel chains with the highest and lowest customer satisfaction in the country.

    Using data provided by the American Customer Satisfaction Index (last updated April 24, 2018), Stacker ranked the hotels from worst to best by their ACSI score. All ties remain unbroken. For more than two decades the ACSI has analyzed customer satisfaction for household products and services available to U.S. consumers. For this particular study, the ACSI collected their data by conducting random sample interviews with recent hotel guests, claiming to provide the only national cross-industry measure of customer satisfaction in the U.S.

    The ACSI score is designed to be a national cross-industry measure of customer satisfaction in the country. The index aims to help travelers identify the best possible hotel for their next much needed vacation, long weekend, or just a business trip.

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  • #31. Days Inn (tie)

    - ACSI score: 65
    - Parent company: Wyndham
    - Class: Economy

    Opened in 1970 with a single location in Tybee Island, Ga., Days Inn hotels can now be found worldwide. A budget hotel, most locations offer rooms only (no suites) and aren't full-service, both factors which could contribute to the chain's low customer satisfaction rating.

  • #31. Motel 6 (tie)

    - ACSI score: 65
    - Parent company: G6 Hospitality
    - Class: Economy

    Motel 6 predates Days Inn by about 8 years—the first one opened in Santa Barbara, Calif., in 1962 and offered rooms at $6 a night. In March 2019 alone there were dozens of reports of stabbings, shootings, and found bodies at various Motel 6 locations, all of which have done nothing to bolster the chain's reputation.

  • #30. Quality

    - ACSI score: 66
    - Parent company: Choice
    - Class: Midscale

    Quality Inn had a unique start, even for the hotel industry. In 1939 seven Florida motor court owners joined together to form a cooperative, referring customers to each other's hotels and effectively creating the first hotel chain. Today, Choice hotels are in 40 countries around the world, and Quality Inns are one of the brand's cheaper options. Rates vary from $50 a night in rural areas to $130 or more in urban centers.

  • #28. Ramada (tie)

    - ACSI score: 67
    - Parent company: Wyndham
    - Class: Midscale

    Located in 63 countries, Ramada hotels have the most airport locations internationally compared to all other hotel brands. Rates at lower-tier Ramada locations vary between $60 a night to $150 a night at most locations. Recently a Ramada in upstate New York was dinged for a rodent infestation and faulty pool equipment and made national headlines when the local health department shut it down.

  • #28. Super 8 (tie)

    - ACSI score: 67
    - Parent company: Wyndham
    - Class: Economy

    Super 8 hotels are owned by the same parent company as Ramada and Wyndham, and both chains have been given the exact same score by the ACSI. Opened in 1974 in Aberdeen, South Dakota, rooms originally cost $8.88 a night.

  • #27. Econo Lodge

    - ACSI score: 73
    - Parent company: Choice
    - Class: Economy

    There are about 800 Econo Lodge locations around the country—about half the number of Choice's other inexpensive option, Quality Inn. While they may be smaller in number, Econo Lodge scored better with customers than Quality Inn. Econo Lodge does have more prime locations, including near Times Square in New York City and in downtown Los Angeles.

  • #25. Comfort Inn, Comfort Suites (tie)

    - ACSI score: 75
    - Parent company: Choice
    - Class: Upper Midscale

    With more than 1,800 locations across the United States, Comfort Inn and Comfort Suites hotels are one of the most prolific midscale brands in the country. In 2017, a Comfort brand hotel opened every single week. Known for their extensive breakfast buffet and clean (albeit quaint) rooms, Comfort brand hotels remain one of traveler's favorite and most budget-friendly (rooms run the gamut from $60 a night to $150+) options.

  • #25. Residence Inn (tie)

    - ACSI score: 75
    - Parent company: Marriott
    - Class: Upscale

    The first extended stay hotel on the list, Residence Inn hotels number in the mid-700s. The first Residence Inn was opened in Wichita, Kansas in 1975 and was acquired by Marriott in 1987. Today the hotels are mostly in the U.S., but expansion into other areas of the world, such as the Middle East, began recently. The extended-stay model means that rooms aren't cleaned daily, and the entire location has more of an apartment feel.

  • #21. Best Western (tie)

    - ACSI score: 76
    - Parent company: Best Western
    - Class: Midscale

    Best Western is the largest hotel chain in the world with respect to the number of properties under a single flag, with 4,000 hotels in nearly 80 countries around the world. Began in 1946 by M.K. Guertin as an informal referral system among member hotels, Best Western had become the country's largest hotel chain in the U.S. by 1963. Savvy travelers today can nab a room at a Best Western for between $100 and $200 a night, depending on the size of the city they're looking to stay in.

  • #21. Holiday Inn (tie)

    - ACSI score: 76
    - Parent company: InterContinental
    - Class: Upper Midscale

    Kemmon Wilson saw a need in the hotel industry for a family-friendly hotel, so he opened his own chain, Holiday Inn hotels. International almost from the start, the hotels still don't charge extra for children, and almost all include amenities like a pool, ice machines, and on-site restaurants. Prices vary greatly depending on location, but those who join the Holiday Inn rewards club can save on their reservations.

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