What changed in guest satisfaction, review behavior, and hotel performance across regions, segments, and platforms in 2025?
It was a year of record-breaking tourism, and rising guest expectations. Shiji’s Guest Experience Benchmark Report 2026 reveals how hotels performed, analyzing over 40 million reviews from over 12,000 properties worldwide.
How does your guest experience compare?
2025 was a year of record-breaking tourism, and rising guest expectations. Shiji’s Guest Experience Benchmark Report 2026 reveals how hotels performed under pressure, analyzing over 40 million reviews from over 12,000 properties worldwide. With average hotel response times improving to just 3.5 days globally, the data shows the industry is responding faster, and smarter, than ever.
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
What you’ll discover in this edition
Global & regional guest experience trends
Based on 42 million reviews from 12,000 hotels worldwide, this year’s report reveals how guest satisfaction continued to rise in 2025, even during record-breaking peak travel periods.
Departments’ performance that matter most
See how key departments such as Value, Food & Beverage, and Cleanliness evolved over the past year, and where performance gains, or slowdowns, are shaping guest perception.
Response times, review volume & reputation signals
Discover how hotel response times dropped to an average of 3.5 days globally, how review volumes grew 2.1% year over year, and how platforms like Google continue to reshape online reputation.
Key drivers of GRI
We analyze the key factors behind guest satisfaction using 127 million mentions, giving you clear benchmarks to improve your own GRI results.
City Benchmark and City Rankings
We share Global Review Index scores by star segment for selected tourism cities globally.
Survey Behavior and Survey Conversion Funnel
Explore how guests engage with post and in-stay surveys, from open rates to completion and response speed. See where drop-offs occur, how survey behavior compares to public reviews, and which regions and categories lead in Net Promoter Score (NPS).
What you will discover in this edition
Global & regional guest experience trends
Based on 42 million reviews from 12,000 hotels worldwide, this year’s report reveals how guest satisfaction continued to rise in 2025, even during record-breaking peak travel periods. You’ll be able to download the full report or just focus on the regional performance that matters more to you: EMEA, Americas, or APAC.
Departments’ performance that matter most
See how key departments such as Value, Food & Beverage, and Cleanliness evolved over the past year, and where performance gains, or slowdowns, are shaping guest perception.
Response times, review volume & reputation signals
Discover how hotel response times dropped to an average of 3.5 days globally, how review volumes grew 2.1% year over year, and how platforms like Google continue to reshape online reputation.
Key drivers of GRI
We analyze the key factors behind guest satisfaction using 127 million mentions, giving you clear benchmarks to improve your own GRI results.
City Benchmark and City Rankings
We share Global Review Index scores by star segment for selected tourism cities globally.
Get the Report for FREE
Download now to get the yearly Guest Experience Benchmark Report and stay updated on the latest trends in guest experience.
Get the Report for FREE
Download now to get the yearly Guest Experience Benchmark Report and stay updated on the latest trends in guest experience.