July 30, 2009 // Franchising.com // Mclean, VA. – Hilton Hotels Corporation announced today that two of its brands received the highest honors in the J.D. Power and Associates 2009 North America Hotel Guest Satisfaction Index StudySM. Embassy Suites ranked highest in the "Upscale" category for the sixth time (2001, 2002, 2003, 2007, 2008, 2009; including two highest rankings in the all-suite segment prior to 2001) and Hilton Garden Inn achieved the highest ranking in the "Mid-Scale Hotel Chains with Full Service" category for the seventh time (2002, 2003, 2004, 2005, 2006, 2007 and 2009) in eight years. The study is based on responses from more than 65,000 business and leisure hotel guests who evaluated 65 different hotel brands in the United States and Canada between May 2008 and June 2009.
"Hilton is devoted to leading the industry in guest satisfaction. Our brands continue to out perform the competition in guest satisfaction. This is a testament to our commitment to our guests across our family of hotel brands," said Paul Brown, President of Global Brands and Commercial Services for Hilton Hotels Corporation.
Embassy Suites Hotels, the nation's leading all-suite upscale hotel brand, was an impressive 26 points higher than the Upscale Hotel Chains segment average. Additionally, the brand was the leader in all seven of the guest satisfaction index measures. "It is gratifying to be honored by J.D. Power and Associates as an industry leader, but especially flattering to have led the upscale segment on all seven of the guest satisfaction index measures that were evaluated including reservations, check-in/check-out, food and beverage, and costs and fees," said Jim Holthouser, Global Head of Full Service Brands and Embassy Suites Hotels.
Embassy Suites' success is attributed to a number of enhancements encompassing more than $600 million in renovations, new products and services. The refreshment program – including upgraded Embassy BusinessLink™ Business Centers, new food and beverage offerings and enhanced fitness centers – have helped to augment the brand's position in the upscale category. The brand has also focused on reinvigorating its service culture to create even greater brand differentiation.
For Hilton Garden Inn's seventh award in the "Mid–Scale Hotel Chains with Full Service" category, the brand was 57 points higher than the segment average and led in five out of the seven guest satisfaction index measures that were evaluated. The brand saw particularly high scores for its guest room, which features the innovative pressure relieving Garden Sleep System® that allows guests to adjust the firmness or softness of the bed, as well as the ergonomic Mirra® chair by Herman Miller and complimentary WiFi. A wide array of food and beverage options including a freshly cooked-to-order breakfast featuring omelets and signature waffles and a wide variety of other breakfast offerings may have helped the brand fare highest among competitors in the food and beverage guest satisfaction index measure.
"As the brand that is focused on helping our guests be prepared for whatever they set out to accomplish -– no matter what the trip occasion may be – we are honored our guests have recognized us for the seventh time as a leader in hotel guest satisfaction,"" said Adrian Kurre, Global Head, Hilton Garden Inn. "We know this award is a reflection of our guests' loyalty to Hilton Garden Inn, as well as the dedication and attention to detail put forth every day by our team members around the world."
The Hilton Garden Inn award comes as a result of the bundled amenities and offerings guests can expect at the more than 450 hotel locations around the world. By focusing on Every Stay Value and offering guests everything they need to make the most of their travels, Hilton Garden Inn ensures guests sleep deep, work smart, eat well stay fit and treat themselves with every stay.
About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About Embassy Suites Hotels Founded in 1984, Embassy Suites Hotels defines the upscale, all-suite segment and today has more than 200 hotels, with an additional 60 properties in the development pipeline. With spacious two-room suites, engaging team members and an inviting atrium environment, guests are allowed to put their feet up and feel right at home.
Hilton Garden Inn is the award-winning, mid-priced brand that continually strives to ensure today's busy travelers have everything they need to be most productive on the road — from complimentary wired and Wi-Fi internet access in all guestrooms and PrintSpots(tm) mobile printing to the hotel's complimentary 24-hour business center to the innovative pressure-relieving Garden Sleep SystemTM to the ergonomic Mirra® chair by Herman Miller. So whether on the road for personal or business reasons, Hilton Garden Inn offers the amenities and services for travelers to sleep deep, stay fit, eat well and work smart while away from home.
Hilton Hotels Corporation is the leading global hospitality company, with more than 3,300 hotels and 550,000 rooms in 77 countries and more than 130,000 team members worldwide. The company owns, manages or franchises some of the best known and highly regarded hotel brands including Hilton, Conrad Hotels & Resorts, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Hilton Garden Inn, Hilton Grand Vacations, Homewood Suites by Hilton, the Waldorf Astoria and the Waldorf Astoria Collection, as well as the recently launched Home2 Suites by Hilton. The company also manages the world-class guest reward program Hilton HHonors.
Hilton Hotels Corporation is an Official Sponsor of the U.S. Olympic Team, which will extend through the 2010 Olympic and Paralympic Winter Games in Vancouver, the 2012 Olympic and Paralympic Games in London, the 2010/2012 U.S. Paralympic Team and the 2011 U.S. Pan American Team.
The Hilton Family of Hotels adheres to founder Conrad Hilton's philosophy that, "It has been, and continues to be, our responsibility to fill the earth with the light and warmth of hospitality." The company put a name to its unique brand of service that has made it the best known and most highly regarded hotel company: be hospitable. The philosophy is shared by all brands in the Hilton Family of Hotels, and is the inspiration for its overarching message of kindness and generosity.