Service and cleanliness remain key drivers of guest satisfaction across all regions
Oct 20, 2025
The Q3 2025 Shiji ReviewPro Global Guest Experience Benchmark analyzes 11.5 million reviews from 11,200 hotels worldwide. The report shows a continued rise in the Global Review Index (GRI) to 86.8%, reflecting higher guest satisfaction and faster management response times across most regions.
Key takeaways
- Global satisfaction up: Worldwide GRI climbed +0.7 points versus Q3 2024, with Asia, the Middle East, and Latin America showing the strongest gains.
- Regional contrasts: North America (89.6%) and the Middle East (86.1%) recorded the highest reputation scores; Africa (85.6%) and Oceania (84.0%) trailed slightly.
- Review response improves: Hotels replied to 65.6% of respondable reviews globally—up 2.6 percentage points—with average response time down to 3 days.
- Service and staff praise: Service (+0.5) and staff (+0.4) contributed most positively to reputation, while room (−1.8) and cleanliness (−1.2) were the biggest detractors.
- Platform dynamics shifting: Google and Tripadvisor gained share of reviews, while Booking.com and Expedia saw slight declines following the Hotels.com data merge.
- Survey engagement healthy: Post-stay survey open rates averaged 56.5% and response times 3.2 days, with NPS scores improving in most regions and hotel categories.
- 5-star advantage: Luxury hotels maintained the highest GRI (87.7%) and fastest response time (2.8 days), while 3-star properties improved modestly (+0.1 pp).
