Shiji releases Q2 2026 Guest Experience Benchmark: Global satisfaction continues to rise as hotels respond faster and engage guests more effectively

BARCELONA, Spain, July 2026 – Shiji, the global leader in hospitality technology, has announced the release of its Q2 2026 Guest Experience Benchmark, revealing continued progress in global guest satisfaction alongside meaningful improvements in review response performance and guest engagement. Drawing on millions of guest reviews and survey interactions from hotels worldwide, the report highlights how hospitality operators are successfully balancing growing guest expectations with ongoing operational challenges.  

The Q2 2026 findings show that global guest satisfaction remained resilient, supported by stronger review management practices, improving response times, and greater engagement across major review platforms. Hotels across multiple regions and market segments recorded positive performance trends, demonstrating the industry's continued focus on delivering consistent guest experiences.  

Key global findings from Q2 2026

• Global Guest Review Index (GRI) reached 87.3%, an increase of 0.4 percentage points compared to Q2 2025

• Global management response rates reached 67.2%

• Hotels reduced average response times to 3.7 days

• Global Net Promoter Score (NPS) reached 56.9 points

• Asia remained the highest-performing region with a GRI of 90.2%

• Global review volume declined 3.2% compared to Q2 2025, while satisfaction continued to improve

• Booking.com and Google generated more than 62% of global review volume, reinforcing their importance in reputation management strategies

The benchmark also highlights the growing importance of reputation management as a competitive advantage. Hotels that maintain timely responses to guest feedback and actively engage with online reviews continue to outperform peers in overall satisfaction metrics. At the same time, shifts in review source share indicate that travelers are diversifying where they leave feedback, making multi-channel reputation management increasingly important.  

"Today's guest journey is shaped by far more than the stay itself," said Jessica Kurtz, Director, Pre-Sales & Global Enablement for Reviewpro Reputation at Shiji. "Guests are sharing feedback across more channels and expecting faster, more personalized engagement from hotels. The Q2 2026 benchmark demonstrates that the industry is continuing to adapt, with many hotels improving both satisfaction scores and review management performance despite ongoing operational pressures."

The report also explores the relationship between guest sentiment, survey engagement, and review response performance. Hotels that consistently engage with guest feedback and monitor satisfaction trends across channels are better positioned to identify operational issues early and strengthen long-term loyalty.  

Beyond the global overview, the Q2 2026 Guest Experience Benchmark provides detailed analysis across Asia, Europe, North America, Latin America, the Middle East, Africa, and Oceania, allowing hoteliers to compare performance across regions, hotel segments, review sources, and guest experience categories.  

The report serves as a practical benchmarking resource for hotel operators seeking to understand changing guest expectations, evaluate competitive performance, and prioritize the operational improvements that have the greatest impact on guest satisfaction.  

Download the full Q2 2026 Guest Experience Benchmark Report:
View the Guest Experience Benchmark

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