Smiles Or Sighs
Some hotel stays leave you smiling, while others make you vow never again. Behind every check-in desk is a brand reputation shaped by how they treat guests. Stories of warm welcomes and effortless service stand in sharp contrast to nights spoiled by frustration. Travelers tend to remember both. So, let's begin by looking at 10 hotel chains that get customer service right.
1. Marriott
Marriott's Bonvoy program creates magic through exclusive experiences that turn ordinary stays into memorable adventures. According to Renascence, personalized offers drove a 15% increase in direct bookings in 2024. Their "guestVoice" platform empowers individual hotel teams worldwide to address feedback directly.
2. Hilton
Trust isn't just earned overnight, yet Hilton achieved the remarkable feat of becoming America's most trusted hotel brand this year with an impressive Net Trust Quotient of 115.7. Their "Tru by Hilton" brand dominated the Midscale category for three consecutive years.
Kenneth C. Zirkel on Wikimedia
3. Four Seasons
Few hotels can claim a 98% guest satisfaction score, but Four Seasons achieves this through a simple yet powerful philosophy: encourage staff to spend whatever it takes to resolve guest issues. Staff turnover rates remain markedly lower than industry averages.
UggBoy♥UggGirl [ PHOTO // WORLD // TRAVEL ] on Wikimedia
4. IHG Hotels & Resorts
Managing 6,000 hotels across more than 100 countries requires exceptional systems, and IHG delivers through its flagship Holiday Inn brand. This one ranks among the most searched hotel names worldwide. Customer service surveys praise their prompt resolution of issues.
5. Hyatt
Hyatt secured the #3 position in the 2025 America's Most Trusted Hotel study with a solid Net Trust Quotient of approximately 110.6. This reflects their unwavering commitment to guest satisfaction. Their "World of Hyatt" loyalty initiative experiences rapid growth.
Kenneth C. Zirkel on Wikimedia
6. Best Western
Independence breeds excellence at Best Western, where locally owned properties give service tailored to their unique surroundings. Each hotel mirrors its environment perfectly. From desert chic retreats to cozy mountain lodges. J.D. Power surveys award them higher marks for customer experience.
7. Shangri-La Hotels & Resorts
Singapore's hospitality crowned Shangri-La as the best customer service provider for multiple consecutive years. The Island Shangri-La in Hong Kong showcases attention to detail through daily-rotated lift rugs labeled by day of the week—a charming touch that guests adore.
8. Radisson Hotels
Europe, Asia, and the Middle East witness Radisson's strong performance year after year, earning it recognition in global hotel satisfaction rankings. Modern convenience meets efficiency through their mobile app's one-tap room service ordering. This streamlines the dining experience for busy travelers.
Immanuvel Arokiyadass on Wikimedia
9. Taj Hotels
Anticipatory service and cultural refinement define every Taj property. They have won global hospitality awards from prestigious organizations like Condé Nast Traveler. Staff members meet and exceed expectations through personalized, respectful attention that honors both guest preferences and local traditions.
10. Drury Hotels
Eighteen consecutive J.D. Power awards for guest satisfaction in the upper midscale category showcase Drury Hotels' dedication to service excellence. Approximately 150 properties maintain uniformly strong service standards. Complimentary hot breakfast and evening happy hour snacks add value.
Let’s move to the chains that guests often wish they’d skipped.
1. Econo Lodge
A staggering 2.3 out of 5 average guest rating tells the brutal truth about Econo Lodge's service failures across its global network. Hidden fees ambush unsuspecting travelers, while cleanliness standards plummet and amenities disappear into the realm of wishful thinking.
Gary J. Wood from Toronto, ON, Canada on Wikimedia
2. Red Roof Inn
Columbus, Ohio, witnessed the birth of Red Roof Inn in 1973, quickly establishing itself as a recognizable budget brand in the USA. Safety concerns plague multiple properties alongside outdated facilities that haven't seen meaningful updates. Guest complaints frequently highlight cleanliness problems.
3. Wyndham Hotels
Nine thousand properties worldwide make Wyndham the largest hotel franchisor by sheer numbers. Still, this massive scale amplifies rather than solves their service problems. Below-average guest ratings plague the entire network, with maintenance issues and inadequate staff training leading to disappointment.
4. America's Best Value Inn
Bedbugs, excessive noise, and hopelessly outdated interiors create a perfect storm of guest dissatisfaction that averages around 2.0 out of 5 in reviews. Some guests report rude or unhelpful staff, bait-and-switch tactics, and a generally unsafe feeling at some locations.
5. Britannia Hotels
Eleven consecutive years as the UK's worst hotel chain according to Which? Travel represents an almost impressive commitment to service failure. Guest satisfaction scores plummet to 48% for basic expectations, such as cleanliness and customer service, painting a picture of a hospitality disaster.
6. Travelodge (UK)
Prepaid guests arrive to find their confirmed reservations mysteriously vanished, as Travelodge's overbooking scandals repeatedly surface in British media exposés. Poor upkeep and unreliable staff compound the frustration for people who manage to secure actual rooms at their properties.
7. Mercure Hotels (UK)
Founded in France in 1967, before Accor's acquisition, Mercure now manages more than 800 hotels worldwide with individually styled areas. Guest complaints flood review sites, highlighting inconsistent service quality across UK locations. Some properties score a dismal 2.5 out of 5 stars.
8. Extended Stay America
Safety concerns and outdated furnishings welcome guests to Extended Stay America properties. Here, subpar cleanliness and poor housekeeping earn ratings below 3 out of 5 stars. Hidden fees for basic services like Wi-Fi upgrades catch travelers off guard, adding insult to injury.
9. Village Hotels (UK)
Large leisure and fitness centers attached to Village Hotels draw an impressive first impression that quickly fades once guests experience the actual service quality. Food quality, cleanliness standards, and staff-related problems dominate guest feedback. Customer service surveys place them at the bottom of UK hospitality rankings.
10. Motel 6
"We'll leave the light on for you" became an iconic American advertising slogan in 1986, but perhaps those lights should illuminate the cleanliness and safety problems instead. Guest satisfaction scores are terrible, with poor maintenance. Safety issues also plague multiple locations.
