Overview

• Guest satisfaction fell significantly year over year for food quality, dining area cleanliness, presentation, and ambiance at branded hotels managed by large third‑party firms.
• Hotel exterior appearance and the maintenance of pools, fitness centers, and laundry areas also registered significant declines in satisfaction.
• More guests chose to dine on property—77 percent versus 73 percent in 2024—even as dining satisfaction deteriorated.
• Staff service and the overall appearance and condition of guestrooms remained on par with 2024, meeting guest expectations.
• The 2025 study was redesigned and sets a new baseline, with 5,022 responses from stays between May 2024 and May 2025; Atrium Hospitality ranked highest overall, followed by Crescent, with Columbia Sussex and Davidson tied for third.