IHG brands awarded top rank on J.D. Power's 2018 guest satisfaction study

IHG brands awarded top rank on J.D. Power's 2018 guest satisfaction study

InterContinental Hotels Group® (IHG) brands were honored by the prestigious J.D. Power Awards, receiving top accolades in the 2018 North America Hotel Guest Satisfaction Index Study.

The study analyzes and ranks 70 different hospitality brands to measure guest advocacy and loyalty, and awarded “Highest in Guest Satisfaction Among Upper Upscale Hotel Chains” to Kimpton Hotels & Restaurants® and “Highest in Guest Satisfaction Among Upper Extended Stay Hotel Chains” to Staybridge Suites®.

Claire Bennett, Chief Marketing Officer for IHG, said: “What our guests think and feel about our hotels is the most valuable feedback we can get, so it’s an honor to have two IHG brands rated as their top choice. Our J.D. Power rankings are not only a recognition of the promise of our brands – it’s a recognition of the people who bring them to life every day - our hotel teams. They embody ‘True Hospitality’ and are the reason we’re able to build such strong loyalty for these great brands. We look forward to another year of welcoming guests through our doors, and taking these great guest experiences to new locations as we grow around the world.”

Kimpton Hotels & Restaurants is a global boutique brand currently operating 66 hotels and 82 restaurants, bars and lounges in the U.S., Caribbean, and Europe. In 2018, Kimpton was named the #6 best company to work for on the 21st annual FORTUNE 100 Best Companies to Work For® list, which is based on surveyed employee ratings of their workplace culture for the ninth year. Having opened in Amsterdam in 2017, Kimpton continues its global expansion, with the brand debuting in the UK next month with the opening of the Kimpton Fitzroy London. This will be followed by openings in Taipei, Paris, Frankfurt, Bali, Tokyo, Sanya, Barcelona, Bangkok and Shanghai.

Staybridge Suites offers guests the freedom to travel their own way, with full size kitchens and large suites for business and leisure travelers spending an extended time away from home. Guests can also look forward to opportunities to socialize with colleagues or other guests, at weekly complimentary Evening Socials. Staybridge Suites continues to expand with recent openings in Seattle, U.S., Niagara Falls, Canada and Manchester, UK. Properties in the Netherlands, Thailand and Saudi Arabia will also open soon.

The J.D. Power study takes a variety of factors into account when determining overall guest satisfaction including the reservation process, check-in/check-out; guest rooms, food & beverage; hotel services; hotel facilities; and cost & fees. Kimpton and Staybridge Suites are segment leaders in the check-in and check-out process according to guests. Kimpton also led the category in Hotel Facilities, with design and product elements that differentiate the brand around incorporating authentic local decor. Staybridge Suites is the segment leader in Hotel Services, which looks at internet and recreational facilities, where the brand well outperforms the segment average.

This year’s study analyzed and ranked 70 brands in eight market segments. The rankings were generated based on responses from approximately 55,000 people who stayed at hotels between May 2017 and May 2018.

For more information about the 2018 North America Hotel Guest Satisfaction Index Study, visit http://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.

Source of information

InterContinental Hotels Group & Profibusiness.world


30 October 2018


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