Iconic destinations like Rome and London saw satisfaction soar, while others like Stockholm and Copenhagen slipped behind. Guest expectations kept climbing, even as review volumes dipped—making every review, and every response, more impactful than ever.
Our latest snapshot analyzes 12 key European cities through millions of guest reviews. It reveals what delighted travelers, where operational cracks showed, and the market forces reshaping demand this summer.
Here’s a preview of the findings—download the full report to explore the city-by-city breakdown.
The Headline Trend: Winners and Strugglers
Rome (+2.67%) and London (+2.41%) posted the strongest year-over-year gains in guest satisfaction. Their world-class locations and strong service offerings proved resilient in the face of operational pressures.
By contrast, Stockholm stood out for the wrong reason. A sharp drop in management response rates highlighted a widening engagement gap—leaving guest concerns unaddressed at a critical moment.
Across Europe, review volumes were down compared to last year. That means every review now carries more weight for reputation, discovery, and bookings.
What Drives Guest Satisfaction (and Frustration)
Looking across all markets, the data is clear:
- Positive reviews are most often driven by Location and Service
- Negative reviews are tied to Price, Maintenance, and WiFi
Guest comments illustrate the split:
- “From the moment we checked in, the staff went above and beyond.” (Dublin)
- “The WiFi was practically unusable in our room. For a hotel of this price, that’s just not acceptable in 2025.” (Paris)
For hoteliers, that means excellence in core services is no longer optional. Guests are happy to pay, but they expect strong fundamentals in return.
Market Forces Reshaping Travel in 2025
Behind the numbers are three powerful forces that defined Summer 2025:
- The “Coolcation” effect: Northern Europe benefited as travelers sought cooler climates during heatwaves.
- Return of long-haul travel: Strong demand from the U.S. and surging interest from China boosted major hubs.
- The new value equation: Travelers are more willing to spend, but they expect real value. Failures in basics like A/C or WiFi are tied directly to negative reviews.
Together, these trends created a complex performance landscape. Hotels that anticipated them early saw stronger results, while those that didn’t are now playing catch-up.
See How Your City Performed
This blog only scratches the surface. The full From Rome to Stockholm: Summer 2025 Hotel Guest Experience Snapshot includes year-over-year comparisons for 12 European hotel markets, city-level deep dives into what’s driving positive and negative reviews, and key takeaways to help hotels adapt to shifting traveler expectations.
About TrustYou
TrustYou is an AI-first, global hospitality platform. Since 2008, hospitality brands from around the world have used TrustYou to transform guest feedback, customer data, and automated interactions into revenue-generating opportunities.
- Customer Experience Platform (CXP): AI-powered insights for exceptional guest experiences. Improve service quality based on surveys and reviews across the web, respond to all feedback with the help of AI, and market your reputation.
- Customer Data Platform (CDP): AI-powered customer data management for more direct bookings. Merge and master your customer data to transform insights into effective marketing, personalized journeys, and higher lifetime value.
- AI Agents: Build your AI agents to boost productivity. Agents are available 24/7 with instant personalized recommendations and answers for frequent direct bookings and lower operational costs.
Learn more at www.trustyou.com.
Alisa Kellermann
Press Contact
TrustYou
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