AI-driven hospitality-centric behavioural change platform Atiom officially released its annual Hotel Service Index report for the Asia Pacific hospitality scene.
The report analyses the Staff Service Sentiment Index (SSI) across 180 hotels to rank top-performing properties in nine countries and identify the key drivers of guest experience.
Atiom chief executive Matt Spriegel said of this year’s report: “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 2025 Singapore report
Atiom’s 2025 report highlights a shift in Singapore's hotel market towards high-value, experiential travel.
While international visitation remains 4.3 percent below pre-pandemic levels, revenue is projected to grow at 6.8 percent CAGR through 2030, reflecting increased demand for personalised, culturally immersive experiences.
Delivering this level of service requires greater warmth and engagement from staff, supported by automation of routine tasks; an increasingly critical factor given Singapore's ongoing hospitality labour shortage, which is estimated to reduce sector growth by 1.4 percent.
Singapore’s best in service
Hotel Indigo Singapore Katong by IHG topped the list, taking the lead in terms of overall service quality.
The Singapore rankings are as follows:
- Hotel Indigo Singapore Katong By IHG
- Voco Orchard Singapore by IHG
- Sofitel Singapore City Centre
- Oasia Hotel Downtown Singapore By Far East Hospitality
- Holiday Inn Singapore Orchard City Centre, an IHG hotel
- Mandarin Oriental, Singapore
- Amara Singapore
- The Barracks Hotel Sentosa By Far East Hospitality
- Capella Singapore
- Raffles Hotel
Hotels were evaluated using SSI, a proprietary metric that analyses thousands of online guest reviews through deep learning and assesses a sentiment across 11 experience factors, including staff service, value for money, check-in and reservation process, amenities, rooms, views, food and beverage, location, and special event handling.
