Skip to Main Content
👩‍💻 Check out our new series: HTML & CSS for Resort Marketers

Trends Do 5 star hotels always get better online reviews than 3 star hotels?

photo of the author Gregg Blanchard

A 4 or 5 star property on paper is clearly superior to a 3 star in terms of service and amenities, but how does that translate to the reviews people leave for these hotels on sites like Yelp? Guests certainly enter each experience with different expectations, but what do the numbers say? Here’s what we found.

The Goods
To find our answer we looked at 15,000 U.S. hotels that each had at least 10 reviews on Yelp. We grouped the hotels by their star rating (X axis) and found the average Yelp review rating (Y axis) for each group.

stars-vs-rating

Between 2.5 and 3.5 stars, the average customer rating sits right at 3.50 with a difference of just 0.09 points between the three levels. Above that point the average rating rises to 3.76 for 4 star hotels, 3.95 for 4.5 star hotels, and 4.20 for 5 star hotels.

What This Means
A 5 star hotel can hardly be mentioned in the same conversations with a 2.5 star hotel in terms of what a guest is paying for and how much they pay, but the difference in review rating is just 0.74 between these groups.

It’s a simple reminder that all hotels have the opportunity to provide a great experience and that these experiences are driven just as much by guest expectations as they are by the actual service level they receive.

Next Week: Another Hospitality-Specific Insight
We’ve been publishing new hotel and resort marketing insights every Tuesday since 2012. Don’t want to miss the next round? Stick your email below.

Our New, Free Book The Ultimate Guide to
Resort Marketing Automation

An illustrated guide to 18 campaigns that generate revenue, satisfaction, and loyalty.

    Free Download →    
screenshot of Our New, Free Book

Questions? Talk to a friendly Inntopian.

Whether you're just curious or want a closer look, we'd be happy to help.

 
the inntopia team celebrating a new campground client