According to the American Customer Satisfaction Index (ACSI®) Travel Report 2018-2019, hotels have deteriorated in almost every aspect according to guests. It’s still easy to make a reservation and check in (each at 84), yet both scores are down from the previous year. Staff is less courteous and helpful (82), room quality worsens (81), and call center satisfaction, which experiences the biggest drop, plummets 6% to 78 – the same mark as quality of in-room amenities, a new ACSI benchmark.

Resolving complaints is increasingly important. Social media allows guests to relay glitches to the hotel and to the online community, so hotels need to adapt accordingly.