Beyond the Green Label: How LEED Certification Levels Shape Guest Satisfaction in USA Hotels

As sustainability becomes an essential approach in the USA hospitality sector, green certifications like Leadership in Energy and Environmental Design (LEED) are increasingly adopted by hotel developers. However, the extent to which different LEED certification levels influence guest satisfaction remains unclear. This study investigates how the LEED certification level interacts with the relationship between a hotel’s sustainability performance and guest satisfaction in the United States. A mixed-methods approach was used, combining Random Forest Regression and the Process macro on a dataset of LEED-certified USA hotels with normalized guest satisfaction scores. The Random Forest model identified Energy and Atmosphere (EA) and Indoor Environmental Quality (EQ) as the most influential LEED categories in predicting satisfaction. Additionally, the results reveal that the positive effect of sustainability on satisfaction is strongest at the lower LEED levels (Certified and Silver), but shows diminishing returns at higher levels (Gold and Platinum), suggesting that an increased sustainability performance does not uniformly improve guest experience. These findings support all three hypotheses and offer practical insights for hotel developers, operators, and certification bodies seeking to align sustainability strategies with guest expectations.