With hotels contributing a record $11.1 trillion to global GDP in 2024, the industry is experiencing a major transformation. But beyond the numbers, AI, a focus on online reputation, and evolving guest demands are transforming the industry. Our latest Guest Experience Benchmark Report unpacks trends from 39 million reviews and 11,200 properties, revealing key insights that will shape hotel reputation in 2025.
Key takeaways:
🔹 Guest satisfaction is rising, but expectations are shifting, challenging hotels to redefine “good service.”
🔹 Mid-tier hotels are gaining ground, outperforming luxury properties in reputation growth.
🔹 Review volume is declining, driven by platforms cracking down on fake and incentivized reviews.
🔹 AI-powered review responses are speeding up engagement, with hotels now replying to reviews in only four days on average.
🔹 Reputation is directly impacting revenue, with hotels that maintain high Net Promoter Scores seeing stronger occupancy and financial performance.
How will these trends impact your hotel’s strategy in 2025? Read the full article in the comments!
