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Marriott’s luxury brands top power survey

Ritz Carlton Hong Kong

Marriott International’s luxury brands, The Ritz-Carlton Hotel Company and JW Marriott Hotels and Resorts, were once again recognised by travellers for high guest satisfaction in the J.D. Power 2015 North America Hotel Guest Satisfaction Index Study.

The Ritz-Carlton Hotel Company has been named the number one luxury brand for the seventh year and currently has the highest ranking achieved to-date by any luxury brand.

JW Marriott Hotels and Resorts moved-up 23 points in the ranking and was awarded third place well ahead of other notable luxury brands.

“We are thrilled that our luxury brands are setting the standard for discerning travelers around the world. Our guest experience is crucial to our continued success and leadership position,” says Mitzi Gaskins, Vice President, Luxury Brand Management, Marriott International.

“To receive such prestigious recognition is a testament to the hard work and genuine care and dedication of our associates around the world. We are extremely proud of them all.”

The J.D. Power study, now in its 17th year, measures overall hotel guest satisfaction across seven hotel segments including luxury, upper upscale, upscale, upper midscale, midscale, economy/budget and extended stay. It looks closely at guest engagement and satisfaction over seven guest touch points, including the reservation process, check-in/check-out efficiency, guest-room accommodations, food and beverage, costs/fees, hotel services and facilities. The report found that when hotel staff anticipates the services desired and prevents problems, guests’ experiences were significantly improved.

Marriott International’s luxury portfolio currently includes The Ritz-Carlton Hotel Company, BVLGARI Hotels and Resorts, EDITION Hotels, JW Marriott Hotels and Resorts and Ritz-Carlton Reserve.

With over 170 luxury hotels and resorts in Marriott International’s worldwide portfolio, the company’s award-winning luxury brands are the industry’s leading global portfolio of luxury hotels. Marriott International plans to grow to more than 200 world-class properties by the end of 2016.

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