February 23, 2023
The global hospitality technology innovator Shiji just released the Global Hotel Review Benchmark Report for 2022 6.1 million guest reviews across five global regions.
Barcelona, Spain. February, 23 2023: The global hospitality technology innovator Shiji just released the Global Hotel Review Benchmark Report for 2022. 6.1 million guest reviews across five global regions were analysed to create a unique glimpse into the state of guest satisfaction in 2022.
The report highlights that throughout 2022 guest satisfaction has been in continuous decline. This poses both an opportunity for hoteliers that address this critical issue and a threat to those who do not take action. The report also highlights that increased ADR and occupancy ratesin 2022 alongside labour shortages is impacting guest satisfaction. The hotels that do not address this, risk needing to lower rates to remain competitive in the eyes of consumers.
“We are excited to announce that we are making this data available at nocost to hoteliers worldwide who want to gain insights and compare their guest review and guest experience metrics. We believe that guest experience is the foundation of hospitality, and this report emphasizes that it is an area where hoteliers must strive for improvement, regardless of their star rating or geographic location.” says Michael Kessler, the CEO of Shiji Guest Solutions,“This report not only sheds light on the challenge but also provides hoteliers with valuable takeaways for success. By leveraging data-driven insights to guide their operations, we are confident that hoteliers will see a positive trend in their guest experience metrics in the future.”
The data is compared against 2021 and 2019 in order to understand global hotel review recovery patterns. Hoteliers are able to set benchmarks on a global and regional level against metrics such as the Global Review Index™ (a guest experience benchmark), review volume, review distribution, department indexes, management response rates, and semantic analysis.
Main global findings include:
The report was drawn on over 6.1 million guest reviews, including more than 20 million mentions in review comments, along with almost four million management responses.
To read the entire report, please download it here.
The Q1, Q2, and Q3 2022 reports can be found here.
Forany enquiries or for support with guest reviews, online reputation, or in order to better understand the report, the Shiji ReviewPro staff will be happy to assist. Contact us here.
Shiji Group provides software solutionsand services for the hospitality, food service, retail and entertainmentindustries, ranging from hotel management solutions, to food and beverage andretail systems, payment gateways, data management, online distribution andmore. Founded in 1998 as a network solutions provider for hotels, Shiji Grouptoday comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000hotels, 200,000 restaurants and 600,000 retail outlets. For more info visit www.shijigroup.com.
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