Guest reviews shine a spotlight on Venice’s exceptional service as 5-star hotels make a strong recovery, rebounding to pre-pandemic satisfaction levels.
BARCELONA, Spain, August 22, 2024 – As the Venice Biennale draws near, the city’s luxury hotel sector is experiencing a significant resurgence in guest satisfaction. According to recent data from Shiji ReviewPro, during the first seven months of 2024, Venice 5-star hotels attained a 91.2% Global Review Index (GRI) score, which is 1.2 points above the global average. This score marks a 0.7-point increase from the same period in 2023, underscoring the resilience and recovery of Venice’s luxury accommodations and bringing guest satisfaction levels back to pre-pandemic benchmarks. Some key statistics:
- Global Review Index (GRI): Venice’s luxury hotels achieved a GRI of 91.2% in 2024, up by 0.7 points from 2023.
- Location Satisfaction: Venice’s 5-star hotels boast a location satisfaction rating of 94.3%, ranking among the highest in Europe.
- Positive Mentions: 77.2% of guest reviews were positive, showing consistent satisfaction with luxury accommodations.
- Language Demographics: The number of reviews increased, with Chinese-language reviews doubling to 2.2% of the total, while Russian-language reviews remained steady at 1.5%, indicating that the conflict has not significantly impacted Russian travel since the last Biennale in 2022
Guest satisfaction has notably improved in 2024 compared to previous editions, particularly in areas such as hotel staff quality, breakfast offerings, and overall service. Issues from the 2022 Biennale, such as problems with room keycards and inconsistent room readiness, have been largely resolved. However, some challenges persist, including air conditioning malfunctions and pricing concerns, highlighting areas for continued improvement.
Venice’s appeal as a top-tier destination is further validated by its outstanding location ratings and the increasing diversity of its guest demographics. Reviews are predominantly in English (59.9%), with a significant rise in Chinese-language reviews. Booking.com remains the leading source for reviews, accounting for 51.6% of the market, followed by Google and Tripadvisor. The presence of Trip.com and Ctrip in the top ten review sources reflects the growing influence of Chinese travelers.
As Venice gears up for the 2024 Biennale, luxury hotels are focused on maintaining and further improving guest satisfaction. With key metrics indicating a robust recovery, Venice is set to solidify its status as a premier destination for luxury travelers globally. For more information about hotel and reputation performance, guest experience and satisfaction optimization visit Shiji ReviewPro’s website.
About Shiji
Shiji is a multi-national technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel property management solutions, food and beverage and retail systems, payment gateways, data management, online distribution, and more. Founded in 1998 as a network solutions provider for hotels, Shiji today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets. For more information, visit shijigroup.com.
