For the fourth consecutive year, luxury hotelier The Ritz-Carlton has topped the charts again on J.D. Power and Associates 2013 North America Guest Satisfaction Index Study. Based on feedback from 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013, the study, now in its 17th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay.
Seven key factors are examined within each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.
The following hotel brands rank highest in guest satisfaction in their respective segments:
– Luxury: The Ritz-Carlton (for a fourth consecutive year)
– Upper Upscale: Kimpton Hotels
– Upscale: Hyatt Place
– Midscale Full Service: Holiday Inn (for a third consecutive year)
– Midscale: Drury Hotels (for an eighth consecutive year[2])
– Economy/Budget: Microtel Inn & Suites by Wyndham
– Upper Extended Stay: Homewood Suites[3]
– Extended Stay: TownePlace Suites
Official Press Release from The Ritz-Carlton:
The Ritz-Carlton Hotel Company, L.L.C. has once again ranked highest in the luxury brand segment, for an impressive fourth year in a row by J.D. Power and Associates in their 2013 North America Guest Satisfaction Index Study.
“We could not be prouder of our ladies and gentlemen all over the world for their commitment to excellence every single day,” Said Herve Humler, President and Chief Operations Officer for The Ritz-Carlton. “The results speak for themselves. At a time when hotel guest satisfaction scores have increased to a seven year high, The Ritz-Carlton plays a commanding role. It is an honor to be recognized by J.D. Power and Associates in their 2013 Hotel Guest Satisfaction Index Study with such outstanding results, leading our competitors in the luxury set, consecutively for the past four years. To achieve the highest ranking in Customer Satisfaction is a commitment of our service promise; to exceed our guest’s needs and expectations,” Humler continued.
With 80 hotels and resorts in their world-wide portfolio and six more opening this year, The Ritz-Carlton recently announced plans to add new destinations ranging from Morocco to Japan and Israel to India. This will bring the number of award-winning properties to over 100 by the year 2016.
The Ritz-Carlton Hotel Company achieved an increased score in 2013, resulting in the renowned lifestyle brand leading every category – both within the luxury segment and through the entire study. The 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013.
Now in its 17th year, the study measures overall hotel guest satisfaction across seven hotel segments including luxury, upper upscale, upscale, mid-scale full service, mid-scale limited service, economy budget and extended stay. Seven key measures are examined within each segment to determine overall satisfaction, reservations, check-in / check-out, guest room, food and beverage, hotel services, hotel facilities and costs/fees.
