The Q2 2024 Guest Experience Update Report is a comprehensive analysis providing invaluable insights into guest satisfaction trends.
The Guest Experience Benchmark gives detailed insights into guest satisfaction trends. In this edition we have analyzed 8 million reviews of 9,500 hotels around the world and will arm hospitality professionals with a better understanding of guest trends and potential ways to better operational planning and boost guest experience and satisfaction.
Some points of interest/takeaways:
Guest satisfaction levels have surpassed pre-COVID benchmarks, in June 2024. (86.5% over 86.4% in 2019)
Review volumes are declining in Europe, Asia and Latin America, emphasizing the need for diversified review strategies.
Review volumes on Expedia, Hotels.com, and Agoda surged by over 40% compared to Q2 2023. Conversely, Booking.com and Google saw declines in review volumes and market shares. Agoda now holds a 4.8% market share, almost 2 points more than in 2023. Expedia’s market share grew by 2.7 points
Hoteliers are responding to more reviews, faster. Overall, hotels responded to 66.3% of respondable reviews, in just 3.4 days on average.
For the full report, please click here.
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