Shiji ReviewPro Reveals Globel Hotel Report of 2022

Shiji, the global hospitality technology innovator, released the Global Hotel Review Benchmark Report for 2022. With 6.1 million guest reviews across five global regions, the analysis is a unique glimpse into the state of guest satisfaction in 2022.

The report shows that guest satisfaction has been continuously declining, there was an increase in ADR and occupancy rates, and labour shortages contributed to the overall guest experience.

“We are excited to announce that we are making this data available at no cost to hoteliers worldwide who want to gain insights and compare their guest review and guest experience metrics,” explained Michael Kessler, CEO of Shiji Guest Solution. “We believe that guest experience is the foundation of hospitality, and this report emphasises that it is an area where hoteliers must strive for improvement, regardless of their star rating or geographic location. This report not only sheds light on the challenge but also provides hoteliers with valuable takeaways for success.”

ReviewPro, a Shiji Group brand, offers over a decade of experience and investment in innovation in the hospitality industry. Their cloud-based Guest Experience Platform includes Hotel reputation, Guest Surveys, Case Management, and Messaging Automation.

“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 main global findings include the following:

Guest satisfaction, measured by the Global Review Index™(GRI), continues declining. In 2022, the GRI™ for the global data set was 84.3 percent, 1.7 points lower than in 2019 and 0.5 points lower than in 2021.
Review volume has significantly worked to recover in 2022 since 2021 but is still lagging compared to 2019 levels. Global review volume grew by 20.3 percent from 2021 to 2022 but was 29.3 percent below 2019.
Booking.com has dominated the review source landscape yet represents the most negative sentiment in the guest reviews it generates. Booking.com accounted for 41.8 percent of global review volume in 2022, an increase of 12.9 points over 2019, but it caused a higher proportion of negative mentions.
Hoteliers respond to more reviews than ever, but response time and strategy can be improved. Hotels within the global data set responded to an average of 61.9 percent of studies in 2022, an increase of 6.0 points over 2019 and 3.1 points over 2021. The response time was an average of five days.
The most negative sentiment comes from Value and Rooms. Both categories had more than a total point loss over the year. It could likely come from high occupancy rates (no or fewer upgrades) and increased ADR (lower perceived value).
Experience, Staff, and Service continued to drive positive guest mentions. The Experience category (+0.9) had the highest positive impact on the Global Review Index™.