The latest Shiji Guest Experience Benchmark Report reveals key trends shaping the sector in early 2024
May 16, 2024
2024 kicked off with exceptional growth in the hospitality sector, particularly in Q1, with a notable surge in hotel guest satisfaction and responsiveness. This trend, especially pronounced in the 3 and 4-star hotel categories, not only mirrors but also exceeds the upward trajectory seen in the previous year’s first quarter.
Key takeaways
GRI growth across the board: The Global Review Index (GRI), a key hotel review benchmark, has climbed by 1.1 points from Q1 2023, showcasing a global uptrend in hotel guest satisfaction. This rise is more pronounced than in Q1 2022, showing a steady upward trajectory in guest experience metrics;
3-Star hotels surpassing luxury segments in guest satisfaction: The increase in the Global Review Index has been particularly pronounced for 3-star hotels, which saw a rise of 1.3 points over the past year, outpacing the 0.8-point increase observed in 5-star accommodations;
Decline in Europe’s review volume: Contrary to global trends, Europe experienced a 6.6% decrease in hotel review volumes compared to Q1 2023, underscoring unique regional challenges in the European Hospitality market;
Shifts in online booking market share: Online booking platforms like Expedia and Agoda have registered significant increases in review volumes, especially in North America and Asia-Pacific, reflecting a shift in guest booking preferences;
Improved industry responsiveness to online reviews: The hospitality sector has significantly enhanced its responsiveness to online reviews, cutting the average response time to 3 days and boosting overall guest satisfaction.
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