Net income of Marriott International, Inc. worldwide 2007-2020

Global hotel giant Marriot International, Inc. accounted for a net loss of approximately 267 million U.S. dollars in 2020, down from the previous year’s net income of 1.27 billion U.S. dollars.

A global player in the hotel industry

With nearly eight thousand hotels around the world, Marriot International, Inc. was one of the largest hotel chains worldwide in 2020. It also ranked ahead of other large hotel chains such as Hilton Worldwide, Hyatt Hotel, and Host Hotels & Resorts in terms of revenue. In addition, as of June 2020, Marriot operated approximately 1.4 million guestrooms, while Hilton accounted for almost 975 thousand hotel rooms.

Marriott customer satisfaction

Aside from revenue and number of properties, hotel brands are also evaluated according to customer satisfaction. A brand’s American Customer Satisfaction Index (ACSI) score is measured by averaging the results of three different survey questions regarding different facets of customer satisfaction. In 2020, Marriott International, Inc. received the ACSI score of 80 for the second consecutive year, four points higher than the national brand average of 76. The results were obtained from a survey of consumers in the United States.