2016 Top Luxury Hotel & Brand Report Courtesy of Aria Hotel Budapest, Library Hotel Collection Introduction & Methodology2 The Importance of Guest Intelligence3 Key Findings 4 Summary of Results5 Individual Luxury Hotels6 Top 25 Individual Luxury Hotels 6 Top 25 by Service7 Top 25 by Value 8Top 25 by Location9 Top 25 by Cleanliness10 Top 25 by Rooms11 Top 10 Most Improved 12 Small Luxury Brands13 Top 25 Small Luxury Brands 13 Top 25 by Service14 Top 25 by Value15 Top 25 by Location16 Top 25 by Cleanliness17 Top 25 by Rooms1 8Top 10 Most Improved19 Large Luxury Brands20 Top 25 Large Luxury Brands 20 Top 25 by Service21 Top 25 by Value22 Top 25 by Location23 Top 25 by Cleanliness24 Top 25 by Rooms25 Top 10 Most Improved26 Additional Insights27 Top 100 Hotels by Geography 27 Top 20 Review Sites2 8Review Volume by Country29 Top 10 Languages for Reviews 30 Average Review Statistics per Hotel31 Positive & Negative Comments32 Importance of Responding Online to Reviews33 Index of Brands 34 About ReviewPro36 Index Many hoteliers are already monitoring and measuring online reputation and collecting guest feedback, but this is no longer enough. The real challenge is knowing how to use this insight to enhance the guest experience and exceed expectations. There has been a recent shift from reputation management to overall guest satisfaction improvement where shrewd hoteliers are implementing strategies to make the necessary changes on property to ensure they exceed guest expectations. 89% of global travelers consider online reviews important to booking1and one negative review could resultin a potential guest choosing to stay at a competitor’s hotel instead. Today, review sites are a key guest feedback channel and every single review, whether positive or negative, should be treated like a call to a call center. Following the success of our Top Luxury Hotel & Brand Reports, for this third edition, we analyzed 2,713,414online guestreviewspublishedduring2015 to gatherinsightfroma broadrangeof luxury brandsacrosstheglobeand demonstratehowthehospitalitylandscapehas evolvedoverthecourseof thisperiod. A total of 2,690 properties that pertain to 159 luxury hotel brands worldwide were evaluated. The study did not include luxury serviced apartment brands or soft brands. As per our previous reports, the brands were divided into two groups, Large Luxury Brands, for groups with 20 or more hotels and Small Luxury Brands, for those with fewer than 20. After splitting the sample, we calculated ReviewPro’sproprietary online reputation score, the Global Review IndexTM(GRI)2, for both hotels and brands based on guest reviews from 175 online travel agencies (OTAs) and review sites in 45 languages. Hotels with less than 100 reviews were not included in the Individual Luxury Hotel ranking. Besides overall guest satisfaction scores (GRITM), this report also evaluated guest satisfaction performance on other key indexes: Service, Value, Location, Cleanliness and Rooms. The extensive selection of hotels analyzed varies from innovative, quirky brands to classic luxury properties. Some establishments are ultra-luxury resorts developed by accomplished hoteliers while others are the creation of some of the world’s largest hotel brands, aiming to craft something unique in leading destinations. Online review analytics provide hoteliers with valuable insights to set departmental goals and to make changes that improve the guest experience. In turn, as the number of positive reviews increases, a property’s online reputation will also improve, allowing hoteliers to increase room rates and RevPAR. RJ Friedlander, CEO of ReviewProsaid,“Savvy hoteliers are aware of the shift from online reputation management to overall guest satisfaction improvement. Guest Intelligence provides luxury hotels and brands with the insight needed to prioritize operational and service improvements to enhance the guest experience.” 1. Source: Skift 2. ReviewPro’s Global Review Index(GRI) is the industry-standard online reputation benchmark. The GRI can be calculated for individual hotels and brands for a given period in time by analyzing guests’ ratings from 175+ online travel agencies (OTAs) andreview sites. The GRI is not an average of all review scores but is calculated using a proprietary algorithm developed by the company in conjunction with industry experts. Thousands of hotels worldwide use the GRI as a benchmark for reputation management efforts, along with renowned industry leading partners such as Cornell University and Sabre Hospitality Solutions. Introduction & Methodology 2
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