Hilton Worldwide Brands See Higher Satisfaction Scores Year-Over-Year, Underscoring All-Time Industry High

Published on : Friday, July 17, 2015

Hilton-Worldwide-300x107 North America Hotel Guest Satisfaction Index StudySM in the upper extended stay segment. This marks the 12th award for Homewood Suites since J.D. Power began its hotels study*.


“Hilton Worldwide strives to deliver an outstanding, quality guest experience at each of our more than 4,350 hotels across the globe, and has received 35 first place J.D. Power awards since 1999,” said Jim Holthouser, executive vice president, global brands, for Hilton Worldwide. “It is an immense honor for Homewood Suites by Hilton to achieve such high acclaim from our guests, as noted in this year’s J.D. Power 2015 North America Hotel Guest Satisfaction Index StudySM, along with six of our other eligible brands, which showed an increase in points in each of their respective categories.”


Homewood Suites led in the upper extended stay segment with a score of 867, a 14 point increase from last year. This is the sixth consecutive year Homewood Suites has ranked highest. Never resting on its laurels, Homewood Suites has made ongoing investments and enhancements to the customer experience since the brand launched in 1989. These have included the implementation of the Suite Assurance Guarantee® providing guests not 100% satisfied with a credit for their stay, comprehensive guest services training programs, a pioneering online room selection program and most recently, a revitalization of the hotel public spaces through a program called Take Flight. Homewood Suites has also made innovations to its prototype design, enabling the brand to deliver the its well-known value-added amenities to customers in key urban markets including, New York City, Chicago, Denver, Philadelphia, Dallas, and Oklahoma City, with further expansion planned in urban markets throughout North, Central and South America.


According to J.D. Power, overall satisfaction in 2015 placed at an all-time high with a score of 804, up 20 points from 2014. In addition, the Hilton Worldwide portfolio of brands** saw an increase in points across all segments since last year:




Now in its 19th year, the J.D. Power 2015 North America Hotel Guest Satisfaction Index StudySM is based on responses gathered between June 2014 and May 2015 from more than 62,000 guests in Canada and the United States who stayed at a hotel in North America between May 2014 and May 2015. The study measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined in each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.

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