Credit: J.D. Power and Associates®

MCLEAN, Va. - Today, Hilton Worldwide announced that its extended stay brand Homewood Suites by Hilton received the highest ranking in the J.D. Power 2013 North America Hotel Guest Satisfaction Index StudySM  in the upper extended stay segment. This marks the tenth award in the past 13 years for the brand since J.D. Power began ranking hotels in 1999.

"Our goal for the Hilton Worldwide portfolio of brands is to deliver a high-quality service experience to our guests in all of our 4,000 hotels around the world and what an honor for our Homewood Suites brand to have received this award for the tenth time in 13 years," said Jim Holthouser, executive vice president, global brands, for Hilton Worldwide. "This award-and all of our brands' achievements in this year's J.D. Power Guest Satisfaction Index Study -- justifies the hard work and dedication of our team members across the globe, as well as the great relationships we have formed with our owners."

Homewood Suites by Hilton led in the "Upper Extended Stay" segment, ranking 10 points higher than the segment average. The extended stay brand's emphasis on culture and delivering a strong guest experience through training contributed to the brand leading the Reservations and Check-in/Check segments. Additionally, the brand saw an increase in the category of Hotel Services (8 point increase.)  

This is the fourth consecutive award for Homewood Suites - and tenth award overall since the beginning of the study - comes with the continued focused on customer service training targeted at engaging guests to create a "second home" experience at each hotel. With more than 300 hotels, 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*. 

In addition to the taking the top spot in the Upper Extended Stay segment, the Hilton Worldwide portfolio of brands performed well and saw historic movement in all categories from 2012's study:

  • Waldorf Astoria Hotels & Resorts in its second year of eligibility for the study, the global luxury brand placed third in the Luxury segment, scoring its highest ranking ever, moving up 16 points from fourth place last year.
  • Hilton Hotels & Resorts: the flagship brand of Hilton Worldwide with more than 550 hotels moved up 22 points in the index in the Upper Upscale segment.
  • Embassy Suites Hotels: the all-suite hotel brand of more than 210 hotels performed well in the Upper Upscale segment, placing third and moving up 20 points from 2012, as well as performing 10 points above the segment average.
  • DoubleTree by Hilton: participating in a new category this year - Upscale -- the fast-growing brand of 350 hotels experienced a 29 point increase from 2012, performing above the segment average.
  • Hilton Garden Inn: the upscale global brand of 570 hotels moved up 17 points from 2012, and scored highest in the Food and Beverage and Hotel Services categories in the Upscale segment, placing second overall and 19 points above segment average
  • Hampton: the international brand of more than 1,900 hotels maintained its second place ranking from 2012, but moved up 23 points, performing 43 points above the Midscale segment's average.

*due to size, Conrad Hotels & Resorts and Home 2 Suites by Hilton weren't eligible for participation in the 2013 study.

Now in its 17th year, the 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013. The study measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined within the segments to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.[1]

*Service of alcohol subject to state and local laws. Must be of legal drinking age.
[1] The food and beverage factor is not included in the upper extended stay segment.

Dawn Ray
901.374.5954 direct
901.604.9764 mobile
dawn.ray@hilton.com
http://news.hiltonworldwide.com

About Hilton
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.