Homewood Suites by Hilton Awarded Highest Segment Ranking by J.D. Power 2015 North America Hotel Guest Satisfaction Index Study for Sixth Consecutive Year
Hilton Worldwide Brands See Higher Satisfaction Scores Year-Over-Year, Underscoring All-Time Industry High
MCLEAN, Va. - Hilton Worldwide (NYSE: HLT) today announced that Homewood Suites by Hilton received the highest segment ranking in the 19th annual J.D. Power 2015 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:
- Hilton Hotels & Resorts, the flagship brand of Hilton Worldwide with more than 550 hotels, ranked sixth in the upper upscale segment from seventh place last year, increasing its score by 200 points.
- Waldorf Astoria Hotels & Resorts, the global luxury brand of 26 landmark destinations, is in its fourth year of eligibility for the study, placed fourth in the luxury segment, increasing its score by three points.
- DoubleTree by Hilton, the upscale brand of 415 hotels, ranked sixth in the upscale segment, up from seventh place in 2014, increasing its score by 16 points.
- Embassy Suites by Hilton, the all-suite hotel brand of more than 222 hotels, performed well in the upper upscale segment, placing second from third place last year, increasing its score by 160 points.
- Hilton Garden Inn, the peaceful and energizing brand of 625 hotels, ranked second, increasing its score by 10 points in the index in the upscale segment.
- Hampton by Hilton, with more than 2,020 hotels operating globally, maintained its position in second place this year, increasing its score by nine points from last year in the upper midscale segment.
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.
For more information about Hilton Worldwide and its portfolio of brands, please visit www.hiltonworldwide.com.
*Homewood Suites by Hilton ranked highest in 2001, 2003-2005, 2007, 2008, 2010-2015.
**Due to portfolio size in North America, Hilton Worldwide brands Conrad Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton and Home2 Suites by Hilton were not eligible for participation in the 2015 study.
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 18 world-class brands comprising more than 6,300 properties with nearly one million rooms, in 118 countries and territories. Dedicated to fulfilling its mission to be the world’s most hospitable company, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on the 2020 World’s Best Workplaces list, and was named the 2020 Global Industry Leader on the Dow Jones Sustainability Indices. In 2020, Hilton CleanStay was introduced, bringing an industry-defining standard of cleanliness and disinfection to hotels worldwide. Through the award-winning guest loyalty program Hilton Honors, the more than 110 million members who book directly with Hilton can earn Points for hotel stays and experiences money can’t buy, plus enjoy instant benefits, including contactless check-in with room selection, Digital Key, and Connected Room. Visit newsroom.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube.
About Homewood Suites by Hilton
Homewood Suites by Hilton, Hilton’s upscale, award-winning all-suite, extended-stay hotel brand has more than 500 locations in the United States, Mexico, Canada, and the Caribbean, with 111 properties in the pipeline. The first choice for guests seeking comfortable accommodations when traveling for extended or quick overnight stays, Homewood Suites by Hilton offers inviting, generous suites featuring separate living and sleeping areas, and fully equipped kitchens with full-size refrigerators. Additional value-driven essentials include complimentary internet and free breakfast. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits. Homewood Suites by Hilton is focused on guest satisfaction and stands behind each stay with its 100% Suite Assurance® guarantee. For more information on the extended-stay advantage, visit www.homewoodsuites.com or newsroom.hilton.com/homewoodsuites, and connect with Homewood Suites on Facebook, Twitter, LinkedIn, and Instagram.Download Article Photos