Hilton Garden Inn and Homewood Suites Awarded Highest Ranking in Customer Satisfaction
Hilton Worldwide announced today that two of its brands received the highest honors in the J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index StudySM. Hilton Garden Inn achieved the highest ranking in the “Mid-Scale Full Service” category for the eighth time in the past nine years totaling more awards than any other brand among its category. Homewood Suites was awarded the highest ranking “Extended Stay” brand for the seventh time in the category’s 10-year history. The awards are determined by seven key measures in overall satisfaction: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.
“Hilton Worldwide brands continue to demonstrate leadership in guest satisfaction across the hospitality industry,” said Paul Brown, President, Global Brands and Commercial Services, Hilton Worldwide. “Having multiple brands once again rank highest in their respective categories is a reflection of our guests’ continued satisfaction and loyalty to our brands.”
Hilton Garden Inn, with more than 500 locations around the world, was awarded the top brand in the “Mid-Scale Full Service” category. Leading the category at an impressive 54 points higher than the segment average, Hilton Garden Inn received the top award for the eighth time in the past nine years, having also received the top award for six consecutive years from 2002-2007 and again last year in 2009.
Homewood Suites, the international brand of all-suite, residential-style hotels, led in the “Extended Stay” category, ranking 33 points higher than the segment average. Homewood Suites has made a variety of recent innovations, including a revamping of its full hot breakfast and evening meal programs; the completion of its five-year “Distinctly Homewood” product upgrade program, which brought upscale features such as granite, wood flooring and flat screen televisions to the brand’s nearly 300 hotels; and an ongoing emphasis on its 100 percent satisfaction guarantee. This marks the seventh time Homewood Suites has claimed the top spot in the “Extended Stay” category, with the most recent award coming in 2008.
The J.D. Power and Associates study is based on responses from more than 53,000 guests who evaluated 65 different hotel brands in the United States and Canada between May 2009 and June 2010. The study measures overall hotel guest satisfaction across six hotels segments: luxury, upscale, mid-scale full service, mid-scale limited service, economy/budget and extended stay. Each of the six hotel segments has improved in satisfaction in 2010, compared with 2009, with extended stay properties and mid-scale full service hotels, such as Hilton Garden Inn and Homewood Suites, demonstrating the greatest gains.
Source = Business Wire / Hilton Worldwide