full text:
Drury Inn & Suites, Embassy Suites Hotels, Hilton Garden Inn, Homewood Suites, Microtel Inns & Suites and The Ritz-Carlton Top Customer Satisfaction Rankings
Although nearly three-fourths of hotel guests in North America willingly participate in environmentally friendly programs offered during their hotel stays, many guests remain unaware of whether these programs are offered at the hotel property, according to the J.D. Power and Associates 2007 North America Hotel Guest Satisfaction Study(SM).
In response to growing concern about global warming and conservation issues, being environmentally responsible has become a top trend in the hotel industry, with properties initiating various "green" programs, such as changing linens and towels only on request and using water-saving bathroom faucets and toilets.
When guests were asked if the hotel had conservation programs in place, 63 percent of guests answered yes, while 8 percent said no, and 29 percent indicated that they didn't know. When they are aware of a hotel's environmentally friendly programs, 73 percent of hotel guests indicate they participate. In turn, raising awareness of environmentally friendly programs among customers may help properties further increase participation.
"Since conservation is such an important issue globally, it is vitally important that hotel properties actively market their eco-friendly offerings and make them easy to recognize and participate in," said Linda Hirneise, executive director of the travel practice at J.D. Power and Associates. "Offering green programs is a win-win situation for both hotel guests and hotel operators. Guests are increasingly looking for these types of offerings, and hotels are finding that going green actually saves money."
Of the 27 percent of hotel guests who are aware of hotel environmentally friendly programs and choose not to participate, a large number (86%) indicate that they would take part if offered a reward for doing so. However, this number declines to 83 percent among guests in the Pre-Boomer generation (those born prior to 1946), and drops even further -- to 33 percent -- among Pre-Boomers staying in luxury hotels. Willingness to participate is much higher among luxury hotel guests in other generational groups -- 87 percent of Baby Boomers (those born between 1946 and 1964), 95 percent of Generation X (those born between 1965 and 1976) and 79 percent of Generation Y (those born between 1977 and 1989).
Now in its 11th year, the study measures overall hotel guest satisfaction across six hotel segments: luxury, upscale, mid-scale full service, mid-scale limited service, economy/budget and extended stay. Seven key measures are examined within each segment to determine overall satisfaction: reservations, check-in/check-out, guest room, food and beverage, hotel services, hotel facilities, and costs and fees.
The following hotel brands rank highest in guest satisfaction within their respective segments:

  -- Luxury: The Ritz-Carlton
  -- Upscale: Embassy Suites Hotels
  -- Mid-Scale Full Service: Hilton Garden Inn
  -- Mid-Scale Limited Service: Drury Inn & Suites
  -- Economy/Budget: Microtel Inns & Suites
  -- Extended Stay: Homewood Suites

  Luxury Segment Overall Satisfaction Index
  (Based on a 1,000-point scale)
  The Ritz-Carlton                     854
  JW Marriott                          831
  Four Seasons Hotels and Resorts      821
  Loews Hotels                         818
  Luxury Segment Average               815
  Fairmont Hotels & Resorts            808
  W Hotels                             798
  InterContinental Hotels & Resorts    777
  Included in the study, but not ranked due to small sample size are: Le
  Meridien Hotels and Resorts, Millennium Hotels and Resorts, Park Hyatt
  Hotels, Sofitel and St. Regis Hotels & Resorts

  Upscale Segment Overall Satisfaction Index
  (Based on a 1,000-point scale)
  Embassy Suites Hotels                805
  Renaissance Hotels & Resorts         801
  Marriott Hotels & Resorts            795
  Omni Hotels                          794
  Hyatt Hotels & Resorts               789
  Westin Hotels & Resorts              789
  Hilton Hotels                        787
  Upscale Segment Average              784
  Sheraton Hotels & Resorts            770
  Doubletree                           769
  Delta Hotels                         765
  Wyndham Hotels & Resorts             763
  Crowne Plaza Hotels & Resorts        759
  Radisson Hotels & Resorts            753

  Mid-Scale Full Service Segment Overall Satisfaction Index
  (Based on a 1,000-point scale)
  Hilton Garden Inn                        806
  Courtyard                                789
  Four Points by Sheraton                  755
  Wyndham Garden Hotels                    752
  Mid-Scale Full Service Segment Average   745
  Best Western                             738
  Holiday Inn                              737
  Clarion                                  733
  Quality                                  724
  Ramada Inn/Plaza                         723
  Howard Johnson Hotels/Plaza              672
  NOTE: Novotel is included in the study, but not ranked due to small sample
  size.

  Mid-Scale Limited Service Segment Overall Satisfaction Index
  (Based on a 1,000-point scale)
  Drury Inn & Suites                          824
  Hampton Inn/Suites                          814
  SpringHill Suites                           800
  Wingate Inn                                 789
  Country Inns & Suites                       785
  Fairfield Inn                               776
  Mid-Scale Limited Service Segment Average   770
  Holiday Inn Express                         766
  Comfort Suites                              760
  Sleep Inn                                   759
  La Quinta                                   756
  AmeriSuites                                 749
  AmericInn                                   747
  Baymont Inn & Suites                        746
  AmeriHost Inn & Suites                      742
  Comfort Inn                                 741
  Ramada Limited                              695

  Economy/Budget Segment Overall Satisfaction Index
  (Based on a 1,000-point scale)
  Microtel Inns & Suites                   743
  Red Roof Inn                             704
  Super 8 Motel                            697
  Days Inn                                 688
  Howard Johnson Express/Inns              685
  Economy/Budget Segment Average           684
  Travelodge                               676
  Motel 6                                  671
  Econo Lodge                              655
  Rodeway Inn                              633
  Americas Best Value Inn                  628
  Knights Inn                              621
  Included in the study, but not ranked due to small sample size are:
  America's Best Inns & Suites, Budget Host Inn and Country Hearth Inn

  Extended Stay Segment Overall Satisfaction Index
  (Based on a 1,000-point scale)
  Homewood Suites                          815
  Residence Inn                            809
  Staybridge Suites                        800
  TownePlace Suites                        780
  Extended Stay Segment Average            778
  Candlewood Suites                        766
  Hawthorn Suites                          753
  Extended StayAmerica                     703
  Homestead Studio Suites Hotels           702
  Included in the study, but not ranked due to small sample size are: Hyatt
  Summerfield Suites, MainStay Suites and Studio 6

For more information: http://www.jdpower.com/

Share this content via:HTML: for your myspace, blog, or web site

' />
BB: for your bulletin boards or forums
URL: for your Email, IM, or link to this page