The 3 Most Satisfying Hotel Chains in America, Ranked by Guests

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Two women drinking coffee in a hotel room.
NDAB Creativity /

We all hope to walk away from our vacations feeling happy with our choices. An uncomfy bed certainly won’t leave you feeling refreshed before you walk in for that first day back at work.

The American Customer Satisfaction Index (ACSI) can help point you in the right direction. Its latest annual Travel Study utilized information from guest surveys about customer expectations, perceptions of quality and perceptions of value to determine which lodging options were most satisfying to guests.

Airbnb has risen to the occasion. According to the ACSI, it’s proved “that its customer experience can compete with major hotel chains.”

Satisfaction scores among the top performers were a three-way tie. Here are the options guests were most happy with. Then we’ll get into the ones that weren’t too far behind.


A Hampton Inn and Suites sign.
Ken Wolter /

American Customer Satisfaction Index score: 82

Type of lodging: Upper midscale

Hampton, whose parent company is Hilton, was the first midpriced national hotel brand to offer guests complimentary continental breakfasts. It was also the first hotel chain to be recognized by the National Trust for Historic Preservation.

Hilton Garden Inn

Hilton Garden Inn sign.
Karolis Kavolelis /

American Customer Satisfaction Index score: 82

Type of lodging: Upscale

The Hilton Garden Inn brand was originally called CrestHill by Hilton, which began in the late ’80s. But due to a slow real estate period, only four of the initially planned 25 hotels were built. The brand has expanded much further than that in the decades since, with locations on every continent except for Antarctica.

Hilton Hotels & Resorts

Hilton Hotels sign.
josefkubes /

American Customer Satisfaction Index score: 82

Type of lodging: Upper upscale

Hilton Hotels & Resorts wasn’t founder Conrad Hilton’s first successful venture. In 1919, he opened his first, called the Mobley Hotel, in Cisco, Texas. After its success, he went on to open several more hotels in that state. The first location to bear his name was the Dallas Hilton, which opened in 1925.

How other lodging brands ranked

Man checking into hotel with credit card rewards
DGLimages /

Here’s how the other lodging options included in the ACSI survey scored for customer satisfaction:

  • AC Hotels (upscale): 81
  • Marriott Hotels (upper upscale): 80
  • Airbnb (homeshare): 78
  • Best Western Plus (upper midscale): 78
  • Comfort (upper midscale): 78
  • Holiday Inn (upper midscale): 78
  • Holiday Inn Express (upper midscale): 77
  • Best Western (midscale): 76
  • Andaz (luxury): 75
  • Aloft Hotels (upscale): 74
  • Baymont (midscale): 74
  • Wyndham Hotels & Resorts (upscale): 74

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