Americans are tightening their budgets, and luxuries like travel are getting cut.
Many are spending less on travel this year as high gas prices, expensive airfare and a worrying economy are putting a damper on Americans’ travel plans.
Consumers being more cost-conscious also means they want more bang for their buck.
The results of the latest annual American Customer Satisfaction Index (ACSI) Travel Study demonstrate this. Customer satisfaction with travel experiences saw modest rises in 2026, according to the study.
The ACSI surveyed over 14,900 consumers and used the results to rank travel industries on a 100-point scale.
As with the other travel sectors surveyed, Americans’ satisfaction with lodging saw a slight improvement from 2025.
The lodging sector received a satisfaction score of 77 out of 100 in 2026, up from 76 last year.
The ACSI says this increase is primarily pushed by an improved customer experience — room comfort and cleanliness, in-room amenities, ease of check-in/checkout and a brand’s mobile apps. The biggest score boosts were due to business travelers.
Here are the brands that earned the top three scores in the ACSI survey:
- Hilton Hotels & Resorts: 82 out of 100
- Hilton Garden Inn: 81
- Marriott Hotels: 80
The ACSI also surveyed consumers about these lodging groups:
- Airbnb: 79 out of 100
- Holiday Inn Express: 78
- Best Western Plus: 77
- AC Hotels: 76
- Hampton: 75
- Best Western: 74
- Comfort: 74
- Holiday Inn: 74
- Days Inn: 68
- Baymont: 66
While some brands are making progress in pleasing customers, the lodging industry is still recalibrating as it incorporates artificial intellingence solutions into customer service. The ACSI notes in its press release:
“Lodging results vary by brand and type, with indications that customer perceptions of the value propositions of various lodging types may be in flux as operating models continue to evolve.”
Find out how you can get more out of your hotel stays in “This Hotel Rewards Program Is the Most Valuable in 2026.”
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