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J.D. Power and Associates 2008 European Hotel Guest Satisfaction Survey Ranks
Steigenberger Hotels, Crowne Plaza, Dorint Hotels and Premier Inn
Highest in Guest Satisfaction in Their Respective Segments

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WESTLAKE VILLAGE, Calif., Oct. 17, 2008 - Even in the midst of economic conditions that have negatively impacted travelers around the globe, customer satisfaction with hotels in Europe has improved since 2007 in two key segments, according to the J.D. Power and Associates 2008 European Hotel Guest Satisfaction Index Study(SM) released today.

The study, now in its fourth year, examines the overall satisfaction of European hotel guests based on seven measures (in order of importance): 

  1. costs and fees; 
  2. guest room; 
  3. hotel facilities; 
  4. food and beverage; 
  5. check-in/check-out; 
  6. hotel services; and 
  7. reservations. 
Forty-five hotel brands were measured and ranked in four segments: upper upscale, upscale, mid-scale full service and economy.
In particular, customer satisfaction in the economy and mid-scale full service hotel segments has increased considerably since 2007, driven primarily by improvements in the hotel facilities and costs and fees measures. 2008 marks the second year in which satisfaction has improved in the economy segment. Satisfaction has remained stable since 2007 in the upper upscale and upscale segments.

"Economic concerns are leading cost-conscious travelers to increasingly select economy and mid-scale full-service hotels, which have performed well in fulfilling customer expectations," said Jim Gaz, senior director of the travel practice at J.D. Power and Associates. "Upscale properties are continuing to deliver high levels of customer satisfaction in 2008, as they have in past years. All of this is good news for travelers and hotel chains in Europe. At the same time, however, it is important for hotel brands to remain diligent about maintaining these levels of service, even if the economic environment remains challenging for some time. In order to remain competitive during tough economic times, it will become particularly important for brands to provide reliable and consistently high levels of service not only from property to property, but also from country to country."

The study finds that there are considerable differences in satisfaction levels between travelers from various major European countries. On average, hotel guests from Germany, Italy and France are more satisfied than guests who live in other countries. Travelers from the United Kingdom and Spain are the least satisfied. In comparison, travelers who reside within the United States are considerably more satisfied overall with hotels in North America, according to the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Study.

Upper Upscale Segment
Steigenberger Hotels and Resorts ranks highest in the upper upscale segment, performing particularly well in six of seven measures driving overall satisfaction: costs and fees; hotel facilities; food and beverage; check-in/check-out; hotel services; and reservations. Maritim Hotels and Hilton Hotels, respectively, follow in the segment rankings.
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Upper Upscale Segment  Overall Satisfaction Index
(Based on a 1,000-point scale)
J.D. Power.com Power
Circle Ratings For Consumers
Steigenberger Hotels and Resorts 787 5
Maritim Hotels 764 4
Hilton Hotels 759 3
Radisson SAS Hotels & Resorts 758 3
Sofitel/Dorint Sofitel 757 3
Upper Upscale Segment Average
756 3
Le Meridien Hotels and Resorts 754 3
Marriott Hotels & Resorts 751 3
Riu Hotels & Resorts 750 3
Westin Hotels & Resorts 750 3
Hyatt Hotels & Resorts  747 2
Sheraton Hotels & Resorts 746 2
InterContinental Hotels & Resorts  744 2
Included in the study but not ranked due to small sample size are: Concorde Hotels & Resorts, Kempinski Hotels, Millennium Hotels and Resorts, Renaissance Hotels & Resorts and Swissotel Hotels & Resorts.

Upscale Segment
Among upscale hotel brands, Crowne Plaza Hotels & Resorts improves considerably from 2007 to rank highest in guest satisfaction in 2008. Crowne Plaza Hotels & Resorts performs particularly well in six of seven measures: guest room; hotel facilities; food and beverage; check-in/check-out; hotel services; and reservations. Following in the segment rankings are Iberostar Hotels & Resorts and Mercure Hotels, respectively. Iberostar Hotels & Resorts performs particularly well in the cost and fees factor.
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Upscale Segment  Overall Satisfaction Index
(Based on a 1,000-point scale)
J.D. Power.com Power
Circle Ratings For Consumers
Crowne Plaza Hotels & Resorts 755 5
Iberostar Hotels & Resorts 735 4
Mercure Hotels 733 4
Hotel Novotel/Dorint Novotel  728 3
Hesperia 727 3
Upscale Segment Average
723 3
AC Hotels 722 3
Melia Hoteles 720 3
nH Hoteles  708 2
Husa Hoteles 683 2
Included in the study but not ranked due to small sample size are: Copthorne Hotels, Courtyard, De Vere Hotels, Four Points by Sheraton, Hilton Garden Inn, Hoteles Silken, Jurys Doyle Hotels and Thistle Hotels.

Mid-Scale Full Service Segment
In the mid-scale full service segment, Dorint Hotels & Resorts ranks highest, performing particularly well in five of seven measures: hotel facilities; food and beverage; check-in/check-out; hotel services; and reservations. Clarion and Movenpick Hotels & Resorts follow in the segment rankings, in a tie. Clarion Hotels performs particularly well in the guest room and cost and fees measures.
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Mid-Scale Full Service Segment Overall Satisfaction Index
(Based on a 1,000-point scale)
J.D. Power.com Power
Circle Ratings For Consumers
Dorint Hotels & Resorts 749 5
Clarion 745 5
Movenpick Hotels & Resorts 745 5
Scandic Hotels 742 4
Jolly Hotels 735 4
Holiday Inn  728 4
Ramada Hotels  725 3
Golden Tulip Hotels 722 3
Barcelo Hotels & Resorts 721 3
Mid-Scale Full Service Segment Average
720 3
Best Western 719 3
Express by Holiday Inn 714 3
Campanile Hotel 708 2
Quality 708 2
Balladins 704 2
Ibis Hotel  700 2
Park Inn 698 2
TRYP Hotels   692 2
Sol Hotels 689 2
Included in the study but not ranked due to small sample size are: Confortel Hoteles, Park Plaza Hotels & Resorts and Ringhotels.

Economy Segment
In the economy segment, Premier Inn ranks highest, performing particularly well in four of the seven measures: reservations; check-in/check-out; guest room; and costs and fees. Tulip Inns follows Premier Inn in the rankings, performing particularly well in the food and beverage and hotel facilities measures.
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Economy Segment  Overall Satisfaction Index
(Based on a 1,000-point scale)
J.D. Power.com Power
Circle Ratings For Consumers
Premier Inn 720 5
Tulip Inns  699 4
Economy Segment Average 
680 3
Etap Hotel  679 3
Comfort Inn  678 3
Travelodge 676 3
Formule 1  635 2
Included in the study but not ranked due to small sample size are: Days Inn/Days Hotels.

Additional Key Findings

  • The number of European hotel guests who say they prefer a non-smoking hotel environment has increased considerably during the past two years -- from 69 percent in 2006 to 84 percent in 2008. Hotel guests who reside in Spain are the most likely to report preference for non-smoking hotel environments -- with 93 percent saying they desire non-smoking hotels -- compared with residents of other European countries.
  • The percentage of European hotel guests who report paying for parking has increased from 15 percent in 2007 to 23 percent in 2008.
  • Fewer than one in ten (9%) of European hotel guests report being loyal to a particular hotel brand, compared with 16 percent of hotel guests in North America who say the same.
  • Overall, the top "must-have" amenity desired by European hotel guests is air conditioning. Rounding out the top five most-desired hotel amenities are complimentary breakfast, wireless Internet access, soundproof windows and free parking.
The 2008 European Hotel Guest Satisfaction Index Study is based on responses from more than 13,200 guests who stayed at a hotel in Europe between June and September 2008. The study was fielded between July and September 2008.

For more information, to read an article or view European hotel ratings, visit JDPower.com.

About J.D. Power and Associates

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 and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE:MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. 

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Contact:

J.D. Power and Associates
   Syvetril Perryman
   Media Relations Specialist 
   Munich, Germany
   011-49-89-2880366-0
   syvetril.perryman@jdpa.com
 http://www.jdpower.com/ 
 

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Also See: Top Customer Satisfaction Rankings Reported by J.D. Power - The Ritz-Carlton, Embassy Suites Hotels, Hyatt Place, Drury Inn & Suites, Microtel Inns & Suites and Homewood Suites; Hotel Guests Are Considerably Less Satisfied in 2008 / July 2008
Guest Satisfaction Study Measures Forty-five European Hotel Brands; Nearly 70% of Hotel Guests in Europe Now Prefer a Smoke-free Environment / October 2006
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