July 20, 2011 // Franchising.com // MCLEAN, Va. – Today, Hilton Worldwide announced that two of its 10 distinct brands landed top honors in the J.D. Power and Associates 2011 North America Hotel Guest Satisfaction Index StudySM. Embassy Suites Hotels achieved the highest ranking in the "Upper Upscale Segment," its ninth top ranking in the study throughout the past 12 years. Homewood Suites by Hilton was awarded the highest ranking in the "Extended Stay Segment" – the eighth award in 10 years for the brand in this segment.
"Guest satisfaction is at the core of our business," said Paul Brown, president, global brands and commercial services. "Our commitment to provide guests with high-quality service and unique experiences is what keeps them coming back time after time. We are proud to lead these categories and will strive to increase our standings across the board in years to come."
Embassy Suites Hotels, with more than 200 full service, all suites hotels, was awarded top hotel brand in the "Upper Upscale Segment," coming in 22 points above the segment average. The brand, which is known for its strong value proposition, offering free, cooked-to-order breakfast, spacious two-room suites and a nightly complimentary Manager's Reception*, ranks highest on 4 of 7 factors in 2011: Reservation; Check-In/Check-Out; Food & Beverage; and Costs & Fees.
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 39 points higher than the segment average and six points higher than its own 2010 score. This second consecutive award – and eighth award in the segment overall – comes after the initiation of a number of property innovations, including a revamping of its full hot breakfast and evening meal programs, the finalization of the "Distinctly Homewood" upgrade program and a continued emphasis on its 100 percent satisfaction guarantee.
Now in its 15th year, the J.D. Power and Associates study is based on responses from more than 63,313 guests who evaluated 66 different hotel brands in the United States and Canada from June 2010 to May 2011. 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 to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.
Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For 92 years, Hilton Worldwide has been offering business and leisure travelers the finest in accommodations, service, amenities and value. The company is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Its brands are comprised of more than 3,750 hotels and 615,000 rooms in 84 countries and include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®. For more information about the company, visitwww.hiltonworldwide.com.
Founded in 1984, Embassy Suites Hotels defines the upscale, all-suites segment and today has 211 hotels, with an additional 30 in the pipeline. With spacious two-room suites, engaging team members and an inviting atrium environment, guests are welcome to put their feet up and feel right at home. Embassy Suites' complimentary, cooked-to-order breakfast helps guests gear up for their day, while the nightly Manager's Reception with complimentary appetizers and beverages offers guests a great way to wind down. To learn more, visit www.embassysuites.com.
Launched in 1989, the Homewood Suites by Hilton brand today has more than 300 hotels open with approximately 80 in the development pipeline. Beyond its spacious suites and home-like amenities, additional guest features include an on-site Suite Shop convenience store, complimentary grocery shopping services**, a complete business center, and laundry services at most locations. To make reservations at a Homewood Suites by Hilton hotel, travelers can visit the Homewood Suites Web site at homewoodsuites.com or call 1-800-CALL-HOME. Homewood Suites by Hilton participates in Hilton HHonors, the only hotel rewards program that offers Points & Miles and No Blackout Dates.
*Service of alcohol subject to state and local laws. Must be of legal drinking age.
**Guest pays for groceries. Other restrictions apply.
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on travel 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.