The hospitality industry in 2025 is being shaped by more informed, digitally connected, and expectation-driven travelers. To help hoteliers stay ahead, Shiji has released its Q1 2025 Guest Experience Benchmark Report—offering critical insights based on 10 million reviews and over 500,000 survey responses.

A global snapshot of guest satisfaction

Guest satisfaction is on the rise globally, with the average Guest Review Index (GRI) climbing to 86.4%. Asia continues to outperform with a leading GRI of 89.0%, reflecting exceptional service standards and responsiveness in the region.

Where the conversation is growing

Hotels.com made headlines in the report with a 38.2% year-over-year increase in review volume, indicating that more guests are engaging with the feedback process. In contrast, Latin America saw a modest 4.2% decline in review volume, highlighting regional disparities that hoteliers should monitor.

Faster, smarter responses

The average hotel response time has improved to just 3.1 days, underscoring the growing emphasis on timely and effective guest communication.

Beyond the numbers

The report dives deep into trends in:

• Guest behavior and feedback patterns
• Survey completion rates
• Departmental performance
• Emerging expectations for digital engagement

Why it matters

These insights aren’t just statistics—they’re strategic benchmarks. They help hotels measure their service performance, identify areas for improvement, and stay ahead of evolving guest needs in a competitive landscape.

Conclusion

Want to stay relevant in 2025 and beyond? Understanding guest satisfaction metrics is no longer optional—it’s essential. Download the full report to benchmark your performance and elevate the guest experience.