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 Survey Finds Radisson Guest Satisfaction Has
Dropped from the Prior Year

Carlson Focus on Reviving Brand Will Take Time

By Gita Sitaramiah, Pioneer Press, St. Paul, Minn.McClatchy-Tribune Regional News

July 21, 2011--The Carlson hospitality company's Radisson hotel brand was second to last in the upscale segment of a satisfaction survey released Wednesday, while its Country Inns & Suites brand fared better against its competitors.

Those two hotel brands by Minnetonka-based Carlson were ranked in the J.D. Power and Associates 2011 North America Hotel Guest Satisfaction Index Study.

Carlson is pinning its hopes for the struggling Radisson brand's revival on the Radisson Blu hotels it's adding at Chicago's Aqua skyscraper in November, a Mall of America location in 2013 and a makeover of the Radisson Plaza Hotel Minneapolis into a Blu version.

"I know Carlson has been focused on reinvesting in the brand and it does take time," said Stuart Greif, a J.D. Power and Associates vice president.

The Radisson brand slipped in all parts of the guest experience from a year earlier, Greif said. He recommends focusing on improving staff interactions with hotel guests. "You still have to focus on each and every guest every time."

Carlson didn't respond to a request for comment.

Radisson's guest satisfaction dropped 10 points to 761. It ranked 10th out of 11 hotels. Hotel Indigo ranked first with 838 points followed by Hyatt Place and Hilton Garden Inn. Crowne Plaza Hotels & Resorts came in last with 760, only one point below the Radisson score.

Meanwhile, the Country Inns & Suites ranked sixth of 14 hotels in the mid-scale limited service segment. Country Inns got a bump for

what guests feel they get for the price, Greif said.

Country Inns scored 788, an eight-point improvement from last year, Greif said. The top-ranked Drury Inn & Suites scored 836 while Ramada Limited, at the bottom, had a score of 700.

The 2011 guest satisfaction index study was based on responses from more than 61,300 guests from Canada and the United States who stayed in a North American hotel between May 2010 and May 2011.

Gita Sitaramiah can be reached at 651-228-5472.


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Copyright (c) 2011, Pioneer Press, St. Paul, Minn.

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