Ritz-Carlton #1 Luxury Hotel Brand by J.D. Power and Associates
The Ritz-Carlton Hotel Company, L.L.C. has been ranked highest in the luxury brand segment for the second year in a row by J.D. Power and Associates in their 2011 North America Guest Satisfaction Index Study.
“This recognition is especially appreciated and significant given the challenging times the hospitality industry has faced with the overall economic slowdown and its impact on the demand for luxury hotel stays. It is a tribute to our ladies and gentlemen that they continued to make guest satisfaction their first priority. The results speak for themselves, and we are all proud to once again be recognized by J.D. Power and Associates in their 2011 Hotel Guest Satisfaction Index Study with such impressive results, leading our competitors in the luxury set,” said Herve Humler, president and chief operations officer for The Ritz-Carlton Hotel Company. “To rank highest in Customer Satisfaction is demonstration of our service philosophy to exceed our guests needs and expectations,” Humler continued.
Currently with 76 hotels and resorts in their corporate portfolio, The Ritz-Carlton recently announced plans to add new locations in 34 destinations from Vietnam to Morocco. This more than $2 billion investment by entrepreneurs will bring the number of award winning properties to over 100 by the year 2016. The most recent opening, July 1, was the addition of The Al Bustan Palace in Muscat, Oman. In the first half of 2011, hotels debuted in Toronto. Hong Kong, and Dubai, adding to the brand’s growing presence in countries worldwide.
The 2011 North American Hotel Guest Satisfaction Index Study is based on responses gathered between June 2010 and May 2011 from more than 61,300 guests from Canada and the United States who stayed in a hotel in North America between May 2010 and May 2011.Now in its 15th year, the study measures overall hotel guest satisfaction across seven hotel segments including luxury, upper upscale, upscale, mid-scale full service, mid-scale limited service, economy budget and extended stay, Seven key measures are examined within each segment to determine overall satisfaction, reservations, check-in/ check-out, guest room, food and beverage, hotel services, hotel facilities and costs/fees.