Honor Marks First Time in History a Hotel Brand Has Won Two Consecutive Years in Upscale Category; Only Hotel Brand to Win Four J.D. Power and Associates Awards
Embassy Suites Hotels(R), the nation`s leading all-suite upscale hotel brand, has topped the upscale segment with the “Highest Guest Satisfaction Among Upscale Hotel Chains” award in the J.D. Power and Associates 2002 North America Hotel Guest Satisfaction Study(SM). The award marks the first time that a hotel has received the top award in the upscale category for two consecutive years and the only time a hotel has received a top position four times.
Importantly, it is the second year the all-suite brand competed within the upscale category, outranking other major upscale, full-service brands included in the survey.
“Representing the only hotel brand in the history of the awards to achieve a top recognition four times is a testament to our brand`s commitment to providing the highest levels of customer satisfaction,” said Mark Snyder, senior vice president - brand management, Embassy Suites Hotels. “Receiving the top ranking for two consecutive years in the highly competitive upscale category and recognition four consecutive years reflects our dedication to being the number-one upscale, all-suite hotel brand and I applaud the team members throughout all of our nearly 170 hotels who have devoted themselves to this mission.”
According to the study, Embassy Suites Hotels had especially high performance in the areas of arrival, guest room and departure experience.
According to Snyder, “Customers continue to realize the value proposition that Embassy Suites Hotels offer, from more space in the guest suite than the average upscale hotel room to complimentary cooked-to-order breakfast each morning. In addition, the brand`s participation in the popular Hilton HHonors(R) guest reward program and cross-selling among the Hilton family of brands, combined with a reputation for excellent guest service, dramatically increase guest loyalty.”
J.D. Power and Associates 2002 North America Hotel Guest Satisfaction Study is based on responses from nearly 13,000 business and leisure hotel guests who stayed at 52 different hotel chains in the United States and Canada between December 2001 and July 2002. Brands in the “Upscale” category are characterized by offering full-service restaurants, multiple meeting facilities and a complete range of hotel services.
The Embassy Suites brand management team has implemented several quality assurance programs since its inception in 1983, including the brand`s substantial investment in consumer research annually. The research includes proprietary tracking studies such as the Guest Satisfaction Rating System (GSRS), U.S. Lodger Panel and several custom research projects to maximize its understanding of consumer trends in total hotel quality and customer satisfaction. Recent research from the GSRS shows that Embassy Suites Hotels has the highest measures in the upscale segment in guest satisfaction and return intent.
In addition, Embassy Suites Hotels offers a 100% Satisfaction Guarantee to all guests, backing its position that all guests will receive high-quality service or their night`s stay is free.
“Our brand invests in a great deal of research to understand the Embassy Suites Hotels customer,” added Snyder. “We, in turn, share this insight with our franchisees, so that they can better understand the customers` expectations and deliver a superior service experience overall.” Almost all of Embassy Suites Hotels are franchised properties.
Embassy Suites Hotels is the nation`s first and largest all-suite hotel brand, with nearly 170 upscale properties nationwide. The brand provides guests with an ideal balance of spacious honest-to-goodness two-room suites and expansive public areas. Its upscale amenities and services are designed to appeal to both business travelers and vacationing families, who enjoy the benefit of the brand`s signature complimentary, full cooked-to-order breakfast, evening Manager`s Reception, spacious atrium and two-room suites.
To make reservations at an Embassy Suites Hotels in resort and destination areas, travelers can call 1-800-EMBASSY or visit the Embassy Suites Hotels Web site at www.embassysuites.com. Embassy Suites Hotels is a member of the Hilton HHonors(R) guest reward program that allows its members to DoubleDip(R) by simultaneously accumulating both airline miles and hotel points with each qualifying stay.
Embassy Suites Hotels is a subsidiary of Hilton Hotels Corporation, which is recognized internationally as a preeminent hospitality company. The company develops, owns, manages or franchises more than 2,000 hotels, resorts and vacation ownership properties. Its portfolio includes many of the world`s best known and most highly regarded hotel brands, including Hilton, Conrad, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Hilton Garden Inn, Hilton Grand Vacations Company and Homewood Suites by Hilton.