Hotel web capture – APAC

APAC leads in review volume at 90 reviews per hotel, nearly double North America’s 48, reflecting strong guest engagement and effective review solicitation strategies across the region. Every region is trending upward, with EMEA showing the strongest percentage growth (+24%) and North America close behind (+23%). For North American hotels, the gap with APAC highlights a clear opportunity to boost review volume through more consistent post-stay outreach, which can strengthen online reputation, search rankings, and booking conversion.

South Asia leads APAC in absolute review volume at 128 per hotel, reflecting the region’s strong guest engagement culture. Australia/New Zealand shows the strongest growth at +27%, gaining 17 reviews per hotel. Southeast Asia maintains steady growth at +6%. The momentum across ANZ and the rest of APAC reflects improving review collection strategies. For South Asia, the high baseline provides an opportunity to refine solicitation timing and maintain regional leadership.

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APAC’s review volumes match or exceed global averages across every property size, with hotels of 250+ rooms generating 150 reviews per hotel. Mid-sized properties (51-100 rooms at +13% and 101-150 rooms at +12%) are showing the strongest growth, reflecting improved review solicitation at these tiers. All segments are trending upward, and the consistent performance across property sizes confirms APAC’s strength in guest engagement and review generation.

APAC review volumes exceed global averages across every hotel class, from Economy (84 vs. 41 globally) to Luxury (120 vs. 94 globally). Upper Upscale shows the strongest growth at +13%, adding 14 reviews per hotel YoY. This consistent performance across all classes reflects a region-wide commitment to guest feedback collection. Strong review volumes contribute directly to online visibility, guest trust, and booking conversion, reinforcing the value of APAC’s engagement-first approach.

APAC leads review response rates at 60.87%, followed by North America at 58.39% and EMEA at 54.00%. As review volumes grow (+12-30% across regions), maintaining strong response rates becomes increasingly important for search rankings and booking conversion. Hotels that invest in streamlining their review response workflow, whether through templates, AI-assisted drafting, or dedicated staff time, will protect their online reputation as review volumes continue to climb.

The rest of APAC stands out globally with a +2.02 point improvement to 68.53%, making it the only micro-region showing growth in review response rates. ANZ and Southeast Asia maintain solid response rates, and Southeast Asia’s rapid database growth (43%) creates an opportunity to scale response capacity alongside its expanding guest base. South Asia’s strength in cart abandonment conversion (15%, the highest globally) demonstrates focused execution, and applying similar attention to review engagement can further strengthen the micro-region’s online presence.

APAC’s largest properties (250+ rooms) are the only size segment globally to improve response rates, gaining +2.10 points to reach 63.86%. This achievement demonstrates what’s possible when properties invest in review response infrastructure. Mid-sized and smaller properties across APAC have an opportunity to adopt similar practices. For properties with one to 50 rooms (44.46%), even modest improvements in response efficiency can meaningfully boost online visibility and guest trust.

APAC maintains strong review response rates across all hotel classes (59-67%), with Economy properties responding to nearly two-thirds of reviews (62.91%), a testament to the region’s guest engagement culture. Upscale (+0.70 points) and Luxury (+0.05 points) maintained or improved their rates, demonstrating effective review management at scale. As review volumes grow, value-segment properties have an opportunity to adopt the workflow efficiencies that premium segments use to maintain strong response rates.

APAC has the most balanced review platform distribution globally, with Google (28.58%) and Booking.com (26.25%) nearly tied at the top. Regional platforms play a larger role than anywhere else: Ctrip (12.77%) and Agoda (8.48%) together account for over 21% of reviews. This diversity means APAC hotels benefit from a multi-platform reputation strategy, and Google’s leading position underscores the importance of Business Profile optimization for search visibility.

Average hotel ratings are stable globally at 4.2 out of 5, with North America and APAC both improving modestly (+0.1 points) to match EMEA’s consistent 4.2. This convergence across all regions reflects steady guest satisfaction and signals that hotels are delivering on their brand promise. The combination of strong ratings and growing review volumes creates a powerful foundation for hotels to convert guest satisfaction into stronger direct booking conversion and repeat stays.

APAC delivers the highest guest satisfaction ratings globally, with South Asia and the rest of APAC both achieving 4.6. The rest of APAC pairs this top rating with the only positive review response rate change globally (+2.02 points), demonstrating that operational excellence and guest satisfaction go hand in hand. Australia/New Zealand improved to 4.2 (+0.1), showing continued positive momentum across the region’s strong service culture.

APAC properties achieve strong ratings across all sizes, with a step up from 4.4 to 4.5 at the 101-room threshold, earlier than the global pattern where the advantage appears at 151+ rooms. This consistency within each tier (4.4 for properties under 101 rooms, 4.5 for those above) demonstrates that APAC hoteliers maintain service quality as they scale, delivering strong guest experiences regardless of property size.

APAC’s hotel ratings show the narrowest spread of any region, just 0.3 points from Economy (4.3) to Luxury (4.6), reflecting consistently strong service delivery across all price points. Economy and Midscale properties both achieve 4.3, outperforming global Economy (3.9) and matching global Upscale standards. This consistency is a competitive advantage for the region: guests at every tier experience high-quality service, building trust and driving repeat stays across all hotel classes.

Cart abandonment email open rates are strong across all regions (58-64%), confirming guests are receptive to recovery messaging. APAC leads conversion efficiency: for every 100 emails opened, 29 click through and 13 complete their booking, demonstrating what’s possible with compelling offers and clear calls-to-action. North America (6.80%) and EMEA (8.24%) have room to improve by refining post-open messaging, offers, and checkout flow. APAC’s success provides a playbook for all regions.

Every APAC micro-region delivers strong cart abandonment performance. South Asia leads conversion at 15%, the highest rate globally, while the rest of APAC achieves a 37.50% click-through rate, the strongest across all regions. Australia/New Zealand maintains solid conversion at 12.90%. The consistency across such diverse markets demonstrates a region-wide capability in recovery messaging, compelling offers, and effective calls-to-action. APAC’s cart recovery results set the benchmark for what’s achievable with focused execution.

North America leads in average booking value ($1,115) and room nights (eight), while APAC generates the highest revenue per email contact ($11.79) through strong conversion on shorter stays ($749, two nights). Each region’s strength offers a lesson: North America shows the revenue potential of cart recovery, while APAC demonstrates how targeted engagement drives results. Combining strong conversion rates with high-value bookings represents the ultimate cart recovery opportunity.