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MCLEAN, Va. - Today, Hilton Worldwide announced that two of its hotel brands received highest rankings in the J.D. Power and Associates 2012 North America Hotel Guest Satisfaction Index StudySM. Hilton Garden Inn achieved the highest ranking in the "Upscale Segment" in a tie, its ninth highest ranking in the study throughout the past 11 years. Homewood Suites by Hilton was awarded the highest ranking in the "Extended Stay Segment" - the ninth award in 12 years for the brand in the segment.
"Delivering high-quality service and keeping each and every guest satisfied at our more than 3,800 hotels around the world is the key element that makes our business successful," said Paul Brown, president, brands and commercial services, Hilton Worldwide. "We are proud to lead the Upscale and Extended Stay segments and look forward to continuing to meet and exceed our guests' expectations."
Hilton Garden Inn, with more than 540 hotels globally, was awarded top hotel brand in the "Upscale Segment," coming in 22 points above the segment average and ranking highest in the Food & Beverage category. The brand is known for its signature "glass-wall" pavilion and upscale level of essential service and amenities, including the 24-hour Pavilion Pantry, that contribute to a welcoming sense of arrival. Hilton Garden Inn recently launched the brand's Satisfaction Promise in January 2012, guaranteeing complete guest satisfaction with every aspect of the guest's stay.
Homewood Suites by Hilton, the international, upscale, all-suite brand of residential-style hotels with more than 300 locations, led in the "Extended Stay" segment, ranking 68 points higher than the segment average and an impressive 17 points higher than its own 2011 total score. An emphasis on educating property leaders lead to the brand's largest increases from last year's study in the categories of Cost/Fees (23 point increase) and Hotel Facilities and Check-In/Check-out (both 20 point increases).This third consecutive award - and ninth award in the segment overall - comes after the launch of new customer service initiatives targeted at advancing team member skills, from Suitekeeping to Front Office Managers. The brand provides true value for business travelers and family vacationers alike, offering spacious studios or one- or two-bedroom suites with full kitchen, complimentary daily hot breakfast and evening dinner with drinks*.
Now in its 16th year, the J.D. Power and Associates study is based on responses from more than 61,716 guests who evaluated 70 different hotel brands in the United States and Canada from June 2011 to May 2012. The study measures overall hotel guest satisfaction across seven hotel segments: Luxury, Upper Upscale, Upscale, Mid-Scale Full Service, Mid-Scale Limited Service, Economy/Budget and Extended Stay. Within each segment, seven key measures determine overall satisfaction, including: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.
About Hilton Garden Inn
Hilton Garden Inn is the award-winning, upscale, yet affordable hotel brand that continually strives to ensure today's busy travelers have everything they need to be most productive on the road - from our oh-so-comfortable Garden Sleep System® bed to complimentary wired and Wi-Fi Internet access in all guestrooms. So whether on the road for personal or business reasons, Hilton Garden Inn offers the amenities and services for travelers to sleep deep, stay fit, eat well and work smart while away from home. We even guarantee it with our Hilton Garden Inn Satisfaction Promise: At Hilton Garden Inn, we promise to do whatever it takes to ensure you're satisfied or you don't pay. You can count on us. GuaranteedTM. For more information about our locations around the globe, visit www.hgi.com or call 1-877-STAY-HGI.
About Homewood Suites by Hilton
Launched in 1989, the Homewood Suites by Hilton brand today has more than 300 hotels open with approximately 80 in the development pipeline. Beyond its spacious suites and home-like amenities, additional guest features include an on-site Suite Shop convenience store, complimentary grocery shopping services**, a complete business center, and laundry services at most locations. For more information, please visit www.homewoodsuites.com.
*Service of alcohol subject to state and local laws. Must be of legal drinking age.
**Guest pays for groceries. Other restrictions apply.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About Hilton Honors
Hilton Honors is the award-winning guest-loyalty program for Hilton’s 14 world-class brands comprising more than 4,900 properties with over 800,000 rooms in 104 countries and territories. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose nearly any combination of Points and money to book a stay, an exclusive member discount that can’t be found anywhere else and free standard Wi-Fi. Members also enjoy popular digital tools available exclusively through the industry-leading Hilton Honors mobile app, where Hilton Honors members can check-in, choose their room, and access their room using a Digital Key. With more than 60 million members, Hilton Honors offers hundreds of ways to earn and redeem Points. Members can redeem their Points for free nights, premium merchandise, items on Amazon Shop with Points; make charitable contributions or gain access to unique events through the Hilton Honors auction platform (honors.com/auctions), such as exclusive artist experiences and hotel concert events with Live Nation®, or race experiences with the McLaren-Honda Formula 1 team. The program is free to join, and travelers may enroll online by visiting www.HiltonHonors.com or connect with Hilton Honors at news.hiltonhonors.com.
Hilton (NYSE: HLT) is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 4,900 properties with over 800,000 rooms in 104 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time. The company's portfolio includes Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton, DoubleTree by Hilton, Tapestry Collection by Hilton, Embassy Suites by Hilton, Hilton Garden Inn, Hampton by Hilton, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton Honors. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose exactly how many Points to combine with money, an exclusive member discount that can’t be found anywhere else and free standard Wi-Fi. Visit newsroom.hilton.com for more information and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram, and YouTube.