NPS (Net Promoter Score) for Hotels
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In short
NPS (Net Promoter Score) measures the percentage of promoters (guests rating 9-10) minus the percentage of detractors (0-6) from a single survey question: would you recommend this hotel? The score ranges from -100 to +100.
Formula
NPS = % Promoters (9-10) − % Detractors (0-6) Passives (7-8) are excluded from the calculation but reduce the denominator effect on either side.
Worked example
NPS (Net Promoter Score) for Hotels
NPS spread across hospitality in the late 2010s because it is simple to track and easy to benchmark. The downside: it compresses a complex guest experience into one number and tends to over-reward extreme responses. A hotel with 100% scores of 8 (passives) gets the same NPS as one with 50% 10s and 50% 5s. Most chains now pair NPS with category-level scores (cleanliness, staff, F&B, value) and qualitative tags. For independents, NPS remains useful as a single trend line over time and as a leading indicator against review platforms.
Why it matters
NPS is the single most-quoted guest experience metric in board meetings. Even with its flaws, having a stable measurement system that the whole team trusts beats not measuring at all.
Frequently asked questions
Boutique hotels routinely run +50 to +70 when guest experience is well-managed. Luxury can hit +80. Limited-service hotels typically run +20 to +40.
Post-stay, 24-48 hours after checkout. Earlier risks incomplete experience; later loses recall accuracy.
No — NPS is willingness to recommend, which correlates with but is not identical to satisfaction. CSAT measures satisfaction directly.
Run this in your hotel
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Written by
Denis Wasilew
Co-founder
Co-founder of Guestivo. Building scalable solutions that empower hotels to deliver outstanding digital guest experiences.
Published: May 16, 2026