Hilton was one of the top-ranked hotels in a recent readers’ choice survey.
When Mario Matulich thinks of hotel chains with great customer service, he thinks of Marriott, IHG and Hilton — especially Hilton.
His daughter left her watch at a Hilton property in New York recently. She thought it was lost forever until she called the hotel.
“A single call resulted in the prompt retrieval and expedited return of the device,” says Matulich. “It showcased Hilton’s remarkable customer care ethos.”
Matulich is the guy to impress. In addition to being a guest, he’s also a customer service expert.
And he’s correct. The latest Readers’ Choice survey by Elliott Advocacy, the nonprofit organization I founded, says all of those hotels excel at customer service.
Here are the top hotels for customer service in 2024, according to the survey:
1. Marriott
2. Hilton
3. IHG Hotels & Resorts
4. Hyatt
5. Best Western
The Reader’s Choice Awards, now in their 19th year, are based on a poll of readers of my nonprofit consumer advocacy site. Here are the other winners for 2024.
What makes hotel chains so good? Let’s find out.
Travelers loved Marriott’s customer service because of its attention to detail.
1. Marriott
Marriott has a company culture that’s built around customer service. Some say J. Willard Marriott’s philosophy of providing “good food and good service at a fair price” has infused the company with an industry-leading customer service ethic. Marriott hasn’t rested on its laurels. It’s among the most forward-looking hotel chains in the world, and is known for using data to anticipate needs and personalize interactions. (Don’t be surprised they remember your favorite room or your anniversary the next time you check in.) Marriott is also known for training its associates and empowering them to resolve guest problems in real time. Customers love the lighting-fast response time and how Marriott employees go above and beyond to fix any issues.
Hilton uses technology to gain a customer service edge, according to guests.
2. Hilton
Hilton and Marriott were practically tied in this year’s Readers’ Choice poll. It’s easy to see why. Founder Conrad Hilton also emphasized great customer service, and it has carried over to today. Hilton empowers employees to make decisions and go the extra mile to resolve guest concerns. Hilton’s secret weapon in retaining those customers is its loyalty program, which offers personalized benefits, room upgrades, and exclusive experiences. Hilton is also known for its tech-forward culture, where guests can use its mobile app to check in and out, change the temperature on their thermostat and operate the TV. Customer service complaints about Hilton are few and far between, making the hotel chain a guest favorite.
Guests liked IHG’s loyalty program and commitment to great customer service.
3. IHG Hotels & Resorts
IHG Hotels & Resorts has become something of a standard-bearer for American hospitality abroad. Its brands — and particularly its InterContinental hotels — are a showcase for how to do hospitality right. IHG Hotels & Resorts trains employees to put the customer first, with an emphasis on preventing problems before they happen. Also popular among frequent guests is the IHG One Rewards program which recognizes its more frequent guests. IHG Hotels & Resorts has been moving up steadily in our rankings, suggesting that its managers are doubling down on training and other customer service initiatives. Customers have definitely noticed.
Hyatt ranked highly because employees are empowered to fix customer service problems quickly.
4. Hyatt
Hyatt’s customers say they love how the hotel makes them feel special. The hotel’s customer service training emphasizes personal care and creating a welcoming environment for guests. But Hyatt’s standout is its commitment to sustainability, with its eco-friendly practices such as reducing waste, conserving water, and using renewable energy sources. Readers say Hyatt also fixes consumer problems promptly, which keeps hotel guests returning again and again. Now that’s what I call sustainability.
Best Western provides top-notch service, say guests.
5. Best Western
Guests like Best Western because they are locally owned and often adapt to the community in ways other hotel chains can’t. They get more personalized attention with a local flair, but also with the high standards of the Best Western brand. Amenities and features can vary widely across Best Western properties, but they all have the same commitment to customer service, according to guests.
How to find a hotel with the best customer service
A short list of hotel chains that offer terrific service is a good start. But how about the hotel you’re considering? Here are a few ways to find out if it has excellent service:
Check the reviews
A hotel property should be updated regularly and have excellent customer reviews. Some properties host reviews on their sites. Check several sources to get the full picture of customer service, and don’t forget to read the reviews. See if the hotel responds to negative reviews and tries to address the problem instead of dismissing it or blaming the customer.
Ask a pro
A travel advisor has years of experience in vetting hotels, according to Susan Sherren, founder of the travel agency Couture Global Trips. “We’re connected to an extensive network of advisors who vet various properties,” she says. “We are always keeping up to date on our preferred properties. Just because a property was once the “it” place to stay doesn’t mean it retains this position.”
Go deep
It isn’t just the name or the hotel’s reviews. It’s the people, says OvationNetwork travel advisor Andrew Steinberg. “Knowing the general manager is helpful,” he says. “So is monitoring the property by tracking guests’ experiences and reviews,” he says. In other words, if you really want to know if a hotel will take care of you, you have to go deep. Talk to other guests and find out what they think of the service. Interview the staff. Leave nothing to chance.
This short list plus the strategies I’ve outlined will help you find the hotel with the best customer service. What’s really remarkable is how close the votes were this year. In some cases, only a few votes separated some hotels. Meaning they’re probably all excellent choices for your next vacation.
