14 Hotels with the Best Customer Service
Plush beds and killer views will only go so far if the service isn't there to match it. Here, the hotel brands you can rely on to go above and beyond.
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If you need to book a hotel soon, you can trust the rankings of Newsweek‘s America’s Best Customer Service 2020 and The American Customer Satisfaction Index (ACSI) 2019 Travel Report. Newsweek’s survey rankings include 480 companies in 160 retail categories. One of the categories is Transportation and Travel, and these hotels topped the list in the hotel section. The rankings are based on an independent survey of more than 20,000 U.S. customers evaluating brands they’ve interacted with in the last three years. The ACSI ranks these hotels out of 100 with data from interviews with roughly 180,000 customers. Hotels don’t have a lock on good customer service; here are 20 companies with the nicest customer service.
The Ritz Carlton
The luxury hotel chain has 91 luxury hotels and resorts spanning 30 countries and territories. “What is [Ritz Carlton’s] secret? The reality is, it doesn’t have a secret. The hotel’s customer service standards are posted on its website,” says Shawn Doyle for Inc.com. He is referring to the Gold Standards, including the “Three Steps Of Service,” which includes: A warm and sincere greeting, calling the guest by name, and anticipation and fulfillment of each guest’s needs. In Newsweek‘s America’s Best Customer Service 2020 ranking, The Ritz Carlton came in at 8.98 out of 10.
The luxury hotel chain of Marriott Bonvoy is named after J.W. Marriott, the company’s founder. On its website’s page about core values, the company shares the secret behind its success: “Our people first culture has consistently earned us awards and recognition around the globe. Giving associates opportunities to grow and succeed is part of the company’s DNA.” To wit, a TripAdvisor reviewer recently shared her experience, “My husband and I just returned from an amazing getaway at the JW Marriott Palm Desert Resort in California. From the time we pulled up until the moment we left the service and atmosphere was exceptional. We had a wonderful experience at check-in with Bryan W. We had booked through a third party and they had messed up our reservation. Bryan was so patient while we contacted the company and he ended up making it right when the third party company wouldn’t. He’s exactly the person JW Marriott wants representing them.” Newsweek‘s ranking for the JW Marriott came in at 8.84; on the American Customer Satisfaction Index, the hotel was ranked at 84.
The Hyatt brand takes a modern approach to customer service, most notably through its Hyatt Concierge social media platform. The brand shares this example of exemplary service: “We delivered a ‘man care’ basket to a guest’s room because he uploaded a picture of an ultrasound of his unborn child to Instagram. The caption read ‘Having a great time at the hotel, but really missing not being with my wife today after she sent me this…’ Our team contacted the hotel and the hotel sent him four different types of bacon, four different craft beers, a voucher to watch a movie, and a handwritten congratulations card from the team at the hotel. The guest was over-the-moon and immediately shared on social and review sites!” Newsweek ranked Hyatt at 8.84, while ACSI gave Hyatt Place and Hyatt Regency a 77 and 79, respectively.
Courtyard by Marriott
Marriott Bonvoy doesn’t only exceed at customer service with its luxury brands, its mid-priced Courtyard by Marriott receives props as well. Newsweek gave it a score of 8.71, while ACSI gave it 81 points. One TripAdvisor reviewer raved about the exceptional customer service during their stay at the Courtyard by Marriott Waikiki Beach in Hawaii: “I had a minor concern while there that I asked for assistance. I was blown away by the level of professionalism and accommodation provided by the front desk staff and Manager Larissa Candida. Anna and several of the other fine women working at the front desk always were welcoming and caring. They quickly responded to my questions and did so with a smile. Manager Larissa took it to another level with personal attention, a surprise care gift, and personally introduced herself. She quickly dissolved my concerns and has been a true ambassador of service ever since with ongoing communication and stellar care.” Find out the top hotel in every state as rated by customers.
Hampton by Hilton
The Hampton by Hilton is Hilton’s global mid-priced hotel that’s known for its thoughtful service; Newsweek scored the hotel at 8.8, and ACSI at 79. The very first value listed on Hilton’s corporate website is a passion for “delivering exceptional guest experiences.” This TripAdvisor reviewer says the did that and more during their stay at the Hampton by Hilton Bar Harbor in Maine. “The staff of this pristinely kept hotel is welcoming, and each one went above and beyond to make our stay fabulous!” Find out the grocery store with the best customer service in America.
Given that the Holiday Inn was the first motel chain, and its founder’s mission in the 1950s was to provide “comfortable and affordable accommodation [families] could trust,” it might surprise you to hear that it also delivers on the customer service front. “At Holiday Inn Hotels & Resorts our job is to bring the joy of travel to everyone. We look for people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one,” the brand says. ACSI ranked Holiday Inn Express it 75. Find out the difference between a motel and a hotel.
Homewood Suites by Hilton
The American chain of all-suite residential-style hotels consists of nearly 450 hotels in North America. Newsweek gave Homewood Suites by Hilton a solid score of 8.32. The high ranking comes as no surprise when you read the overwhelming amount of positive reviews people have left on the hotel’s website. One example said about the Homewood Suites by Hilton John Wayne Airport, California, “Nice clean, bright, modern. Game room was a nice touch. However the best asset of this hotel is its staff, every single team member we met and/or had dealings with were incredibly helpful and pleasant. A delight to stay here,” says one reviewer.
Residence Inn by Marriott
The chain of extended stay hotels has more than 735 properties in the United States, Canada, and Mexico. Newsweek gave the Residence Inn by Marriott a score of 8.27, while ACSI ranked it at 79. “This hotel did not disappoint my expectation of what a Marriott hotel should be. My request for early check-in was accommodated, and had excellent service from the staff,” says one reviewer of the Residence Inn by Marriott at Anaheim Resort and Convention Center.
“This hotel is priced very well for the suite that you get,” says a TripAdvisor reviewer of the Staybridge Suites Orlando at SeaWorld. “The customer service is some of the best I have experienced! Carlos was particularly helpful and I would like to give a shout out to him! Beds were comfortable. The kitchen was fully furnished. Overall it was a GREAT stay!” Newsweek gave Staybridge Suites, an all-suite, residential-style brand of hotels within the InterContinental Hotels Group (IHG), a ranking of 8.61.
Hilton Garden Inn
With a goal to “make your stay better and brighter,” it’s no surprise that the Hilton Garden Inn has garnered a reputation for top customer service. “If something isn’t just the way you like it, simply let any hotel team member know, and we will make it right. Guaranteed,” the brand’s website promises. A TripAdvisor review of the New York City property paints a vivid picture: “Ended up staying in this hotel for seven weeks after being hospitalized and unable to fly out of the country. I can honestly say every single one of the staff deserves a world trip. They were just wonderful The hotel is fine but the people that manage the property to me are heroes. When we left after seven weeks they gave us a lovely card all signed with get well notes. Just wonderful and brought tears to my eyes. My wife worked on her laptop and reception staff were always there to help. Then you have the restaurant and bar staff. Rowy, you are terrific. Thanks for making our life there fun.” ACSI scored the Hilton Garden Inn at 82.
“At Embassy Suites, we are dedicated to ensuring your satisfaction. Meeting and exceeding expectations has long been a cornerstone of the Embassy Suites experience and we want to ensure you are aware of our commitment. If you’re not satisfied with your stay, let us know and we’ll Make It Right,” shares the brand, trademarked by Hilton Worldwide on its website. Customers are impressed by the chain of upscale all-suite hotels. “Great customer service here, as well as the usual Hilton perks. We loved our room, spacious for two to four people. Great indoor hot tub and pool. Fantastic Customer service by front desk staff as well as restaurant staff,” writes a TripAdvisor reviewer of the Embassy Suites by Hilton Napa Valley. ACSI ranked the Embassy Suites by Hilton Upper Upscale Hilton at 83.
“I go to Savannah at least once a year and always stay at the Westin. The hotel is immaculate, and the staff are always friendly and responsive and gracious,” writes a TripAdvisor reviewer of the Westin Savannah Harbor Golf Resort & Spa. “I always book a room on the riverside and love to watch the ocean-going boats go by.” The American upscale hotel chain is owned by Marriott International and has more than 269 hotels worldwide. ACSI gave it 76 points.
The brand, which was founded in 1946 and today operates over 4,100 hotels and motels worldwide, was named Best Western because most of their original properties were west of the Mississippi River. “Best Western is dedicated to providing you with the best possible travel experience. We operate in an industry built on trust and guest satisfaction. This can only be achieved through communication and experienced support,” the brand says. ACSI gave the Best Western 77 points. “The front desk staff was very welcoming, they were personable, made you feel right at home as well as giving you helpful recommendations for the area, rooms were very clean, nice breakfast. I would stay here again,” says a TripAdvisor reviewer of the Best Western Plus Austin City property. Budget-minded travelers will want to check out 12 more of the best value-minded hotels in America.
La Quinta Inns & Suites
“Wherever your travels take you, La Quinta by Wyndham will be there to welcome you with contemporary rooms, modern amenities, and our signature Here For You service,” writes the brand on its website. “Whether you’re traveling for business or leisure, our friendly atmosphere and thoughtful extras—from free daily breakfast to pet-friendly rooms—provide a bright stay for each and every guest.” The chain of limited-service hotels in the United States, Canada, Mexico, and Honduras received 74 points from ACSI. A TripAdvisor reviewer writes of the La Quinta by Wyndham San Francisco Airport North, “Hotel was close to everything in downtown San Francisco and the service was as good for that level of hotel. We asked for extra luggage stand and they accommodated our need and also asked about their pillows which they helped us with as to where they get them from. Staff was so helpful.” Read on for 12 heartwarming stories about airlines going above and beyond for passengers.