Shiji Review Pro, the guest experience management software company, has recently published its Guest Experience Benchmark for the second quarter of 2023. The Benchmark is based on 3 million hotel reviews and 9 million review comments from 9,500 hotels in the Asia Pacific region, Europe, Latin American and the Caribbean, the Middle East, Africa, and North America. Additionally, the report offers the City Benchmark that analyses the Global Review Index (GRI) of 50 of the world’s leading cities. Another new feature is the City Hotel Ranking that presents the GRI for the top 20 five-star, four-star and three-star hotels in Cape Town, Dublin, London, New York, Sydney, and Rio de Janeiro.
As travel recovers around the world after the pandemic, hotels have improved their Global Review Index with a score of 85.5 percent in the second quarter of 2023. This is one point higher than the same period last year. From the 9 million mentions in review comments, 76 percent were positive, while 24 percent were negative. Rooms and cleanliness were the categories with the most negative impact on the hotels’ online reputation. Experience and staff have the most positive impact on it.
The highest GRI was for hotels in the Asia Pacific region with a score of 87.2 percent, followed by properties in Latin America and the Caribbean (86.1 percent) and Europe (85.6 percent). In the Old Continent, the 628,000 guest reviews analysed show that five-star hotels have improved its GRI from 88.6 percent in the second quarter 2022 to 89.7 percent this year.
The City Benchmark places Madrid in the 11th position with an accumulated score of 85.20 percent in the first and second quarters of 2023. The highest GRI in the city hotel ranking that compares properties in the six cities mentioned above was for the Belmond Copacabana Palace in Rio de Janeiro.
To download the Shiji Review Pro Guest Experience Benchmark Q2 20203, click here.