Hotel Indigo Singapore Katong by IHG has been named the top hotel in Singapore, according to Atiom’s annual Hotel Service Index report for the Asia-Pacific (APAC) region. The report, which evaluates the Staff Service Sentiment Index (SSI) across 180 hotels in nine countries, also ranked Voco Orchard Singapore by IHG and Sofitel Singapore City Centre in second and third place, respectively.
The report utilises SSI, a proprietary metric that analyses thousands of online guest reviews using deep learning. It assesses sentiment across 11 experience factors, including staff service, value for money, and amenities. This year’s findings indicate a shift in Singapore’s hotel market towards high-value, experiential travel. Despite international visitation being 4.3% below pre-pandemic levels, revenue is expected to grow at a 6.8% compound annual growth rate (CAGR) through 2030.
Matt Spriegel, CEO of Atiom, commented, “We are pleased to release our annual APAC Hotel Service Index once again. By offering clear, data-driven insights, we enable hospitality leaders to benchmark performance, improve service quality, and enhance the overall guest experience.”
The report also underscores the importance of technology-enabled automation in addressing Singapore’s hospitality labour shortage, which is projected to reduce sector growth by 1.4%. Automation of routine tasks is becoming increasingly critical to support the delivery of personalised and culturally immersive experiences that guests now demand.
As Singapore’s hospitality industry continues to evolve, the emphasis on staff engagement and technological integration will be key to maintaining service excellence and meeting the growing expectations of travellers.
