These 2 Hotels Have the Best Customer Service in America

If you want hospitality, book a room here for your next trip.

Every hotel should act like your home away from home. While plush bathrobes, fresh bed linens, and spotless floors go a long way to ensure a comfortable, relaxing hotel stay, there’s nothing more inviting than a warm greeting from the bellhop or a special treat left on your pillow from the maid. Hotels pride themselves on quality customer service, but not every establishment upholds their promise.

To make your hunt for the perfect hotel easier, Newsweek and Statista conducted America’s Best Customer Service 2020 report, which asked more than 20,000 U.S. customers to rate several brands on quality of communication, technical competence, range of services, customer focus, and accessibility. In the end, two hotels earned the distinction of best customer service in America: Embassy Suites by Hilton won in the category for hotels with up to three stars, and Ritz-Carlton won among upscale hotels with four or five stars.

Embassy Suites “Make it Right” motto means that they’re committed to exceeding their customer’s expectations every time you stay with them. So it’s not a surprise that they knock Courtyard by Marriott out of the top spot this year. Their hotels also offer free breakfast, two-room suites, evening reception, and on-site dining. Customers rave about the clean rooms, friendly staff, and ample opportunities to mingle with other people at the hotel.Check out these 21 secrets hotels don’t want you to know.

The hotel also works closely with Project SEARCH to help young adults with disabilities gain the skills and knowledge they need to go onto fulfilling careers. They’ve also partnered with Clean the World where they donate leftover soap, purify it and give it to those around the world that need it most. Here are more of the best hotels in America, according to customers.

The Ritz-Carlton also has its own set of gold standards for employees called the three steps of service. Those steps are, give every guest a warm and sincere greeting, always use the guest’s name while anticipating and fulfilling their needs, and bid them a fond farewell. The company motto perfectly sums up the sentiment: “We are Ladies and Gentlemen serving Ladies and Gentlemen.”

So the next time you’re looking for a truly memorable hotel experience, whether you’re on vacation or just need a night away from home, go with the best of the best. However, not every hotel can live up to these standards. Look out for these 10 red flags you’re about to stay at a bad hotel.

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Ashley Lewis
Ashley is an Assistant Editor at Reader’s Digest. She received her Master’s Degree from CUNY Graduate School of Journalism in 2015. Before joining Reader’s Digest, she was a Jason Sheftell Fellow at the New York Daily News and interned at Seventeen and FOX News. When Ashley is not diligently fact-checking the magazine or writing for, she enjoys cooking (butternut squash pizza is her signature dish), binge-watching teen rom-coms on Netflix that she’s way too old for, and hiking (and falling down) mountains.