How is the Global Review Index (GRI) calculated?

The GRI is a proprietary algorithm used by ReviewPro (a Shiji Group brand) that aggregates hundreds of thousands of reviews from over 140 online travel agencies and review sites in more than 45 languages. It provides a single, comparable score that represents a property’s overall reputation.

Why are Google reviews growing faster than OTA reviews?

Google’s integration into the mobile search experience makes it the path of least resistance for guests to leave feedback. The 'push' notifications guests receive on their smartphones after checking out or leaving a property have significantly lowered the barrier to entry for leaving a review.

Is a 3.5 day response time considered 'best in class'?

While 3.5 days is the global average, industry leaders typically aim for a response time of 24 to 48 hours for negative reviews. Rapid response is proven to mitigate the impact of poor feedback and can often turn a detractor into a loyal guest.

What is the impact of the new 'Central America' region in the report?

By separating Central America (including Mexico) from the broader Americas category, Shiji is acknowledging that these markets have distinct traveler demographics and service standards. This allows for more accurate benchmarking for properties in the US that compete directly with Caribbean and Mexican resorts.

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Global Satisfaction Climbs Despite Operational Headwinds

January 26, 2026

Despite record travel volumes and operational strain, global guest satisfaction is actually on the rise. We dive into the 2026 Shiji Guest Experience Benchmark Report to see how US hoteliers are moving the needle and why midscale hotels are the new stars of guest sentiment.