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Marriott International - statistics & facts

Marriott International is a global hospitality chain based in the United States that manages and franchises a large portfolio of hotels and lodging facilities. The company was founded when J. Willard Marriott and his wife opened a root beer stand in Washington D.C. The couple eventually opened their first hotel in Arlington, Virginia in 1957. Since then, the company has grown exponentially. In 2021, the number of Marriott International hotels worldwide nearly reached 8,000. These days, a significant portion of these units are located outside of the United States. This is in part due to the acquisitions of Canadian chain Delta Hotels and American chain Starwood Hotels and Resorts in the years 2015 and 2016, respectively. As of 2021, the number of Marriott International properties by region continued to vary significantly.

Marriott International’s place in the hotel industry

Marriot has established itself as one of the leading hotel companies across the globe. When looking at the sales revenue of selected leading hotel companies worldwide in 2020, Marriot International outranked other large hotel chains such as Hilton Worldwide, Hyatt Hotels and Accor. The following year, in 2021, average daily rate (ADR) by region of Marriott hotels worldwide was 145.56 U.S. dollars. The region with the highest average daily rate was the North America with an ADR of 196.51 U.S. dollars. Meanwhile, the Asia Pacific region recorded the lowest ADR at 114.5 U.S. dollars. In 2021, the occupancy rate of Marriott International hotels worldwide reached 51.5 percent in the Middle East an Africa region. Europe, by contrast, recorded an occupancy rate of 33.4 percent.

What do customers think of Marriott International?

The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. While Marriott had the highest revenue of any hotel company, it lost to fellow hotel behemoth Hilton Worldwide when it came to customer satisfaction. In 2021, the top ACSI score for hotel companies in the United States went to Hilton at 79. Marriott, in comparison, received a score of 76. The ACSI scores of both companies fell when compared to their previous year’s score in 2020. In fact, this trend was the same for every hotel company in the ranking and likely a result of the coronavirus (COVID-19) pandemic. A crisis that greatly impacted the hotel industry worldwide.

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