The Ritz-Carlton Hotel Company, L.L.C. Tops J.D. Power and Associates Hotel Guest Satisfaction Study for Luxury Hotel Brands for Third Consecutive Year

Chevy Chase, Md. – July 25, 2012 – The Ritz-Carlton Hotel Company, L.L.C. has once again ranked highest in the luxury brand segment, for an impressive third year in a row by J.D. Power and Associates in their 2012 North America Guest Satisfaction Index Study.

“It is a tribute to our ladies and gentlemen that they continue to make guest satisfaction their first priority,” Said Herve Humler, President and Chief Operations Officer for The Ritz-Carlton Hotel Company. “The results speak for themselves, and we are all proud to be recognized by J.D. Power and Associates in their 2012 Hotel Guest Satisfaction Index Study with such outstanding results, leading our competitors in the luxury set consecutively for the past three years. To achieve the highest ranking in Customer Satisfaction is a commitment of our service philosophy to exceed our guests needs and expectations,” Humler continued.

Currently with 79 hotels and resorts in their corporate portfolio, The Ritz-Carlton recently announced plans to add new locations in 35 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 openings, May 28, were the additions of The Ritz-Carlton, Okinawa in Okinawa, Japan and The Ritz-Carlton, Montreal in Canada.

The Ritz-Carlton Hotel Company achieved an increased score in 2012, resulting in the renowned lifestyle brand leading every category – both within the luxury segment and through the entire study. This year’s survey included a new “Opinion of Staff” category, in which the hotel company dominated the competitive set as well. The 2012 North American Hotel Guest Satisfaction Index Study is based on responses gathered between June 2011 and May 2012 from more than 61,300 guests from Canada and the United States who stayed in a hotel in North America between May 2011 and May 2012. Now in its 16th 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.

Stay Connected
Hotel News