These Hotels Have The Best Customer Service In 2024

24.02.2024 - 09:23 / forbes.com / Conrad Hilton

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.

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 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.

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