Today, Hilton Worldwide announced that two of its hotel brands received highest rankings in the J.D. Power and Associates 2012 North America Hotel Guest Satisfaction Index StudySM. Hilton Garden Inn achieved the highest ranking in the “Upscale Segment” in a tie, its ninth highest ranking in the study throughout the past 11 years. Homewood Suites by Hilton was awarded the highest ranking in the “Extended Stay Segment” – the ninth award in 12 years for the brand in the segment.
“Delivering high-quality service and keeping each and every guest satisfied at our more than 3,800 hotels around the world is the key element that makes our business successful,” said Paul Brown, president, brands and commercial services, Hilton Worldwide. “We are proud to lead the Upscale and Extended Stay segments and look forward to continuing to meet and exceed our guests’ expectations.”
Hilton Garden Inn, with more than 540 hotels globally, was awarded top hotel brand in the “Upscale Segment,” coming in 22 points above the segment average and ranking highest in the Food & Beverage category. The brand is known for its signature “glass-wall” pavilion and upscale level of essential service and amenities, including the 24-hour Pavilion Pantry, that contribute to a welcoming sense of arrival. Hilton Garden Inn recently launched the brand’s Satisfaction Promise in January 2012, guaranteeing complete guest satisfaction with every aspect of the guest’s stay.
Homewood Suites by Hilton, the international, upscale, all-suite brand of residential-style hotels with more than 300 locations, led in the “Extended Stay” segment, ranking 68 points higher than the segment average and an impressive 17 points higher than its own 2011 total score. An emphasis on educating property leaders lead to the brand’s largest increases from last year’s study in the categories of Cost/Fees (23 point increase) and Hotel Facilities and Check-In/Check-out (both 20 point increases).This third consecutive award – and ninth award in the segment overall – comes after the launch of new customer service initiatives targeted at advancing team member skills, from Suitekeeping to Front Office Managers. The brand provides true value for business travelers and family vacationers alike, offering spacious studios or one- or two-bedroom suites with full kitchen, complimentary daily hot breakfast and evening dinner with drinks*.
Now in its 16th year, the J.D. Power and Associates study is based on responses from more than 61,716 guests who evaluated 70 different hotel brands in the United States and Canada from June 2011 to May 2012. The study measures overall hotel guest satisfaction across seven hotel segments: Luxury, Upper Upscale, Upscale, Mid-Scale Full Service, Mid-Scale Limited Service, Economy/Budget and Extended Stay. Within each segment, seven key measures determine overall satisfaction, including: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.