Ritz-Carlton Ranked Top Luxury Brand by J.D. Power

by Jessica Montevago
Ritz-Carlton Ranked Top Luxury Brand by J.D. Power

For the fourth consecutive year, the hotelier topped the J.D. Power North America Hotel Guest Satisfaction Index. Photo: Ritz-Carlton Bacara, Santa Barbara


Travelers are happier than ever with their hotel accommodations, as overall satisfaction for the industry has increased, according to the annual J.D. Power hotel satisfaction study.

The J.D. Power 2018 North America Hotel Guest Satisfaction Index showed that overall satisfaction for the industry increased 8 points to 825 (on a 1,000-point scale), driven by increased approval of guest rooms and hotel facilities.

Scoring the highest ever for a brand in the study, Ritz-Carlton earned 902 points (up 14 from last year). At the top in five of the seven factors in the luxury segment, Ritz-Carlton has high levels of consumer loyalty and advocacy, with 70 percent or more of guests stating they “definitely will” recommend the chain to someone else and more than half of guests saying they “definitely will” book with Ritz-Carlton again.

In the upper-upscale segment, IHG’s boutique Kimpton Hotels ranked the highest in guest satisfaction, with a score of 872. Hilton Garden Inn ranked the highest, for the third consecutive year, among upscale hotel brands, with a score of 867.

For the 13th consecutive year, Drury Hotels led the upper-midscale segment with 895, up 15 points from last year and the third-highest score of any brand. The Missouri-based hospitality company also ranked the highest in the upper-midscale segment across all seven factors.

Compared with 2017 results, the greatest improvement in overall satisfaction occurred in the upper-midscale segment (+12 points on a 1,000-point scale). A 7-point increase was posted in the luxury, upper-upscale, upscale and midscale segments, while a 6-point improvement was found in the upper-extended stay, extended stay and economy segments.

“Hotels in all price ranges have exceled at ensuring their customers have a top-notch experience,” said Jennifer Corwin, associate practice lead for the global travel and hospitality practice at J.D. Power. “Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service areas.”

The study pointed out that while providing an authentic local experience in food and beverage is important to guests, focusing on delivering a location-specific feel through décor and facilities can cause a greater lift to overall satisfaction.

Now in its 22nd year, the J.D. Power North America Hotel Guest Satisfaction Index measures overall guest satisfaction across eight hotel segments, tracking seven key factors to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees. This year’s study is based on responses from approximately 55,000 hotel guests who stayed at a hotel between May 2017 and May 2018.

  0
  0
TMR THIS WEEK
http://services.travelsavers.com/AMGService.svc/REST/GetImage?ImageID=d8164dc4-58d9-e911-be17-782bcb66a2f2)

The World’s Best Events to Build Trips Around

All travel advisors can benefit from adding events to their trip-planning services, further expanding their ability to help their clients have unforgettable travel experiences - the kind that they’ll tell their grandkids about some day.

TMR Recommendations
Top Stories
Montreal's Luxury Hotel Renaissance Takes Shape

A new hotel scene and a destination specialist program provide business opportunities for luxury travel advisors in the world’s second-largest French-speaking city.

Advisors Get First Look as Scenic Eclipse Arrives in North America

Travel advisors experienced the world’s first 'discovery yacht' during its inaugural journey to Quebec City from Europe.

Former Silversea CEO Amerigo Perasso to Lead Abercrombie & Kent

He replaces founder Geoffrey Kent, who will now serve as co-chairman.

Two Standout Hotels to Consider for South Africa Travel

Here is an inside look at two standout hotels, from a focus on history in Johannesburg to an art experience in Cape Town.

Abercrombie & Kent Expands Luxury Small Group Tours

Company executive talks about the growing demand for trip personalization and how travel advisors can increase their luxury business.

Raffles Singapore Officially Reopens

The property is fully open, offering new suite categories, restaurants and bars, while maintaining its distinctive architecture and legendary service.

News Briefs
Tip of the Day

"Our existing clients are evolving into something new versus what clients used to be, and we’re trying to grow with them."

Tracee Williams, Destinations Travel Agency

Daily Top List

Six Ways to Better Promote Your Agency

  1. Have a plan
  2. Track leads
  3. Attract followers
  4. Use a professional account
  5. Don’t be afraid to utilize video
  6. Be consistent

Source: TMR

 

TMR Outlooks
Advertiser's Voice
Advertiser's Voice: USTOA's Recalculating with Harrison Greenbaum – Episode 2 (Dining in Mexico City)