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 HHonors
Hilton HHonors, the award-winning guest-loyalty program for Hilton Worldwide’s 10 distinct hotel brands, offers its 34 million members more ways to earn and redeem points than any other guest-loyalty program, enabling them to create experiences worth sharing at more than 3,900 hotels in 90 countries and territories. HHonors members can now redeem points for any room, anywhere, anytime, including the most luxurious suites, using any of four room rewards: Premium Room Rewards, Room Upgrade Rewards, Points & Money Rewards and Standard Room Rewards. In addition, HHonors members can use points to purchase unique experience rewards, merchandise and vacation packages, make charitable contributions and more. HHonors is also the only guest-loyalty program to offer ‘No Blackout Dates’ and ‘Points & Miles’ for the same stay at its properties worldwide, including participating Waldorf Astoria Hotels & Resorts, Conrad Hotels& Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. Membership in HHonors is free, and travelers may enroll online by visiting www.HiltonHHonors.com or connect with Hilton HHonors at news.hiltonhhonors.com.
About Hilton Worldwide
Hilton Worldwide is a leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For 93 years, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. The company is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Its brands are comprised of more than 3,900 hotels and timeshare properties, with 650,000 rooms in 90 countries and territories and include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®. Visit www.hiltonworldwide.com for more information and connect with Hilton Worldwide at www.facebook.com/hiltonworldwide, www.twitter.com/hiltonworldwide, www.youtube.com/hiltonworldwide, www.flickr.com/hiltonworldwide and www.linkedin.com/company/hilton-worldwide.