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):
-
costs and fees;
-
guest room;
-
hotel facilities;
-
food and beverage;
-
check-in/check-out;
-
hotel services; and
-
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.
.
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.
.
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.
.
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.
.
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. |