In this edition, we compared key hotel industry metrics across Q2 2024, Q2 2025, and Q2 2026, analyzing 10.5 million reviews and 38.8 million guest mentions from more than 10,000 hotels worldwide.
In this edition, we compared key hotel industry metrics across Q2 2024, Q2 2025, and Q2 2026, analyzing 10.5 million reviews and 38.8 million guest mentions from more than 10,000 hotels worldwide.
What you’ll discover in the extended report
Departments that shape guest satisfaction
Discover how key experience drivers (including Cleanliness, Service, Food & Beverage, Value, and Location) have evolved over the past three years, and identify where improvements are boosting guest satisfaction and where performance gaps may be impacting perception.
Global & regional guest experience trends
Based on 10.5 million reviews and 38.8 million guest mentions from more than 10,000 hotels worldwide, this report reveals how guest satisfaction evolved across regions, hotel categories, and review sources, and highlights the trends shaping guest perception in Q2 2026.
Response times, review volume & reputation trends
Explore how hotels responded to 67.2% of guest reviews globally, how review volume shifted across regions and channels, and how platforms like Google, Booking.com, and Ctrip continue to reshape the online reputation landscape.
Key drivers of Guest Satisfaction
Discover the factors that have the greatest impact on GRI. Explore which aspects of the hotel experience drive satisfaction, where performance gaps exist, and how top-performing hotels are improving guest perception.
Survey Behavior and Survey Conversion Funnel
Discover how guests interact with in-stay and post-stay surveys, from delivery and open rates to completion and response behavior. Compare survey engagement with public review activity and uncover which regions, hotel categories, and brands lead in NPS and guest participation.
What you’ll discover in the extended report
Departments that shape guest satisfaction
Discover how key experience drivers (including Cleanliness, Service, Food & Beverage, Value, and Location) have evolved over the past three years, and identify where improvements are boosting guest satisfaction and where performance gaps may be impacting perception.
Global & regional guest experience trends
Based on 10.5 million reviews and 38.8 million guest mentions from more than 10,000 hotels worldwide, this report reveals how guest satisfaction evolved across regions, hotel categories, and review sources, and highlights the trends shaping guest perception in Q2 2026.
Response times, review volume & reputation trends
Explore how hotels responded to 67.2% of guest reviews globally, how review volume shifted across regions and channels, and how platforms like Google, Booking.com, and Ctrip continue to reshape the online reputation landscape.
Key drivers of Guest Satisfaction
Discover the factors that have the greatest impact on GRI, and which aspects of the hotel experience drive satisfaction, where performance gaps exist, and how top-performing hotels are improving guest perception.
Survey Behavior and Survey Conversion Funnel
Discover how guests interact with in-stay and post-stay surveys, from delivery and open rates to completion and response behavior. Compare survey engagement with public review activity and uncover which regions, hotel categories, and brands lead in NPS and guest participation.
Unlock the full Q2 2026 Guest Experience Benchmark Report and discover the latest global hospitality trends
Access the industry’s most comprehensive view of guest experience, analyzing 10.5 million reviews, 38.8 million guest mentions, and guest survey and NPS data across 10,000+ hotels, benchmarked against Q2 2024 and Q2 2025.
Unlock the full Q2 2026 Guest Experience Benchmark Report and discover the latest global hospitality trends
Access the industry’s most comprehensive view of guest experience, analyzing 10.5 million reviews, 38.8 million guest mentions, and guest survey and NPS data across 10,000+ hotels, benchmarked against Q2 2024 and Q2 2025.
Key insights at a glance
Download the infographic for a visual summary of the most important findings from the Q2 2026 Guest Experience Benchmark. Ready for the full story? Access the complete report by filling out the form below.
Key insights at a glance
Download the infographic for a visual summary of the most important findings from the Q2 2026 Guest Experience Benchmark. Ready for the full story? Access the complete report by filling out the form below.
The Guest Experience Benchmark reports global view, and region-specific data allows us to benchmark and overlay our brand results against numerous, critical metrics. The report forms a significant part of our annual reporting ecosystem, allowing us to remain relevant, grounded, and stretch ourselves to continue to be the brand of choice. The continued evolution of enhanced detail within the report ensures we can continue to deliver valuable insights to all of our team and properties. The report ensures we remain focused to challenge ourselves and the brand when analysing the year past and the year ahead.
– Brad Sammut, Senior Franchise Relationship Manager, Quest Apartment Hotels
Download the report for FREE
Fill out the form to access the extended report.
Download the report for FREE
Fill out the form to access the extended report.