Midscale hotels experienced the strongest growth in satisfaction, double the pace of 5-star properties, signaling shifting guest expectations across categories.
BARCELONA, Spain, October 16, 2025 – Shiji, the global leader in hospitality technology, has announced the release of its Q3 2025 Guest Experience Benchmark, revealing continued growth in global guest satisfaction alongside evolving trends in how travelers’ rate and review their stays.
This quarter’s report introduces expanded data coverage, including new guest type segmentation, regional sources, and a detailed star-rating breakdown, offering one of the most comprehensive views yet of global hotel performance. The findings show that while guest satisfaction continues its upward trajectory, midscale properties are closing the gap with luxury hotels, reflecting changing guest priorities and more consistent service standards across categories.
Highlights from Q3 2025
- The Global Review Index (GRI) climbed to 86.8%, sustaining a positive trajectory that started in late 2022.
- 3-star hotels showed the strongest growth in satisfaction (+0.8pp), double the pace of 5-star properties.
- Global review volume rose +2.6% year-over-year, reversing the declines seen in the first two quarters of 2025.
- Growth was driven primarily by Google, which increased review volume by +33% over last year, expanding its market share across Latin America, Asia, Europe, and Oceania.
- Despite global gains, review volumes in Europe (-2.1%) and Asia (-0.2%) declined slightly.
- All major review sources, except CTrip, recorded improved satisfaction indices, aligning with the overall GRI upward trend.
- Average response times improved further, now averaging 3.0 days globally, compared to 4.7 days in Q3 2023, reflecting the widespread adoption of AI-assisted response tools.
“It is encouraging to see the Global Review Index maintain its positive trajectory,” said Bruno Saragat, Sales Engineer at Shiji. “The consistent growth across 3- and 4-star properties shows how guest satisfaction is improving across market segments, while Google’s expansion as a review platform continues to reshape how guests share feedback worldwide.”
The data also highlights the ongoing evolution in review management practices. The improvement in response times demonstrates how hotels are adopting technology to engage more efficiently with guests. With average response times now just 3.0 days, compared to nearly five days two years ago, hoteliers are showing greater agility in addressing feedback and maintaining higher satisfaction levels.
Shiji’s Q3 2025 Guest Experience Benchmark draws on millions of guest reviews from hotels worldwide and provides hospitality professionals with actionable insights into shifting guest expectations, satisfaction trends, and performance benchmarks across regions and property categories.
To access the full report, visit https://insights.shijigroup.com/guest-experience-benchmark/
About Shiji
Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.
With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions. For more information, visit shijigroup.com
