2014 Top Luxury
Hotel & Brand Report
March 2014
Index
Introduction and Methodology 3
Benefts of Online Reputation Management4
Key Findings4
Summary of Results
Best Performing Luxury Hotels
Top 25 Individual Hotels 6
Top 10 Most Improved6
Top 25 by Service7
Top 25 by Value7
Top 25 by Location8
Top 25 by Cleanliness8
Best Performing Small Luxury Brands
Top 25 9
Top 10 Most Improved9
Top 25 by Service10
Top 25 by Value10
Top 25 by Location11
Top 25 by Cleanliness11
Best Performing Large Luxury Brands
Top 25 12
Top 10 Most Improved13
Top 25 by Service13
Top 25 by Value14
Top 25 by Location14
Top 25 by Cleanliness 15
Additional Insights
Top 100 Hotels Distributed by Geography (Top 10 Countries)16
Top 20 Review Sites16
Top 10 Languages for Reviews16
Index of Brands17
About ReviewPro 18
3March 2014
1 Source: TripBarometer (TripAdvisor).
2 ReviewPro’s Global Review Index (GRI) is the industry-standard online reputation benchmark. Based on the largest sample of review data available in the world, the
GRI can be calculated for individual hotels and brands for a given time-frame by analyzing guests’ ratings from 100+ leading online travel agencies and review 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 use the Global Review Index both as a key internal metric and to establish online reputation objectives, along with renowned industry leading partners such as
Cornell University, and Sabre Hospitality Solutions.
3 Cover image courtesy of Olare Mara Kempinski Resort, Masai Mara, Kenya. Page 2: Image courtesy of Constance Halaveli Hotel, Maldives. Page 4: Image courtesy of
Kempinski Hotel Cathedral Square, Vilnius, Lithuania.
Introduction and Methodology
93% of hotel guests are infuenced by reviews1, and those booking luxury holidays are no exception. From Mauritius to
Manhattan, London to Las Vegas, luxury hotel guests are increasingly scrutinizing online reviews before deciding where
to spend their money.
As online reputation plays an increasing role on the performance of brands and individual hotels across all segments,
ReviewPro, the leading provider of online reputation and social media analytics for the hotel industry, is launching an
annual report tracking which luxury hotels and brands around the world are doing the best job at earning rave reviews
from their well-heeled guests.
For the frst edition of this landmark study, ReviewPro aggregated 839,593 online guest reviews published during 2013
for the hotels that industry tracker STR Global classifed as ‘luxury’. A total of 1,692 properties and 84 hotel brands in
all fve continents were analyzed.
ReviewPro divided the properties in two groups: large luxury brands, for groups with 20 or more hotels, and small
brands for those with fewer than 20. After dividing the sample in those two groups, ReviewPro calculated its proprietary
online reputation score, the Global Review Index (GRI) 2, for both hotels and brands based on guest reviews over the
last year in more than 100 online travel agencies (OTAs) and review sites.
This study features a wide variety of luxury hotels and brands. They range from hip, modern brands launched by the
biggest hotel operators in the world to ultra-luxury properties dreamed up by seasoned hoteliers3. Some specialize
in resorts in tropical locations, while others are busy carving out a niche in the world’s most exciting cities. “As luxury
hotels and brands worldwide compete to deliver superior guest experiences,” observed ReviewPro CEO RJ Friedlander,
“the insight provided by our Global Review Index score and social media analytics is vital to their success.”
4March 2014
Benefts of Online Reputation Management (ORM)
Online Reputation Management (ORM) can no longer be considered a passing fad as it has established itself as an
essential activity to increase hotel guest satisfaction and grow revenue. PhoCusWright’s Director of Sales for Europe,
Florence Kaci, recently highlighted how “the effective use of big data can really increase hotel performance and can
really be a competitive differentiator” 4.
Leading groups in ReviewPro’s Top Luxury Hotel and Brand Report are well aware of ORM and the need to continually
improve their ability to track, analyze and respond to guest feedback to deliver remarkable experiences.Savvy hoteliers
leverage the social web by listening to what their clients are saying across hundreds of OTAs and review sites to:
yBenchmark themselves against their competitors to gain detailed insight into strengths and opportunities for improvement.
yTrack and manage performance at corporate and individual property level.
yOptimize revenue performance, as 1% increase in GRI translates to an average of 1.42% jump in RevPAR, according to
a Cornell University study.
yReceive automated alerts and reports to effectively manage across multiple departments to make operational and service
improvements to increase guests satisfaction and boost revenue.
Key Findings of Report
yReviewPro analyzed Global Review IndexTM scores for 1,692 hotels that pertain to 84 luxury brands.
yThe report evaluated 839,593 online guest reviews aggregated from 100+ OTAs and review sites in 45+ languages.
yIn 2013, luxury brands experienced a 35% surge in total number of reviews versus 2012.
y82% of online guest reviews were positive, 12.7% were neutral and only 5.3% accounted for negative experiences.
yThe average GRI for the Top 25 small luxury brands was 2.9% higher than that of the Top 25 big brands.
yIndia (13%), United States (11%) and China (11%) had the largest number of Top 100 rated luxury properties.
yBesides over guest satisfaction scores (GRI), the report also evaluates guest satisfaction performance for ‘Service Index’
(average score 89%), ‘Value Index’ (average score: 81.6%), ‘Location Index’ (average score: 90%) and ‘Cleanliness Index’
(average score: 91.4%).
4 Source: Travel Innovation & Technology Trends: 2013 and Beyond (PhoCusWright).
5March 2014
Top 10 Most Improved
Top 25 Performers
Summary of Results
Top Large Brands
Orient-Express Hotels
Jaz Hotels
Kempinski Hotels
Grand Hyatt Hotels
St. Regis Hotels
JW Marriott
Taj Hotels
Anantara Hotels
Softel Hotels
Waldorf Hotels
Top Small Brands
Gouman Hotels
Royal Demeure Hotels
Demeure Hotels
Montage Hotels
Doyle Collection
Regent Hotels
Baglioni Hotels
Andaz Hotels
Adrian Hotels
Elegant Hotels
Top Hotels
JW Marriott Hotel, Cusco
Gritti Palace Hotel, Venice
Beppuwan Royal Hotel, Oita
C H Hotel, Chiang Mai
Conrad Hotel, Seoul
Softel Arc de Triomphe, Paris
D’Inghilterra Hotel, Rome
W Singapore Sentosa Cove
Jaz Mirabel Park, Sharm El Sheikh
Jaz Little Venice Golf Resort, Ain Sokhna
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Top Small Brands
Constance Hotels
Capella Hotels
Montage Hotels
Firmdale Hotels
Rock Resorts
Andaz Hotels
Raffes Hotels
Peninsula Hotels
Dorchester Collection
Adrian Hotels
Elegant Hotels
Lungarno Hotels
Regalia Hotels
Mokara Hotels
Regent Hotels
Zoetry Wellness & Spa Resorts
Six Senses Hotels
Doyle Collection
U Hotels
The Leela Palace Hotels
One & Only Hotels
Edition Hotels
Kamuela Hotels
Secrets Hotels
AKA Hotels
Top Large Brands
Oberoi Hotels
Four Seasons Hotels
Orient-Express Hotels
Park Hyatt Hotels
Taj Hotels
St. Regis Hotels
Mandarin Oriental
Jumeirah Hotels
Banyan Tree Hotels
Jaz Hotels
Conrad Hotels
Ritz-Carlton
Shangri-La Hotel
Kempinski Hotels
Hiphotels
Luxury Collections
JW Marriott
Softel Hotels
Grand Hyatt Hotels
Fairmont Hotels
Rosewood Hotels
Waldorf Hotels
Loews Hotels
Soluxe Hotels
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Top Individual Hotels
Palacio Nazarenas, Orient-Express, Cusco
Northern Belle, Orient-Express
A Rosewood Resort, Jumby Bay
The Oberoi Vanyavilas, Ranthambhore
Four Seasons Tented Camp, Golden Triangle
Wildfower Hall, Shimla in the Himalayas
CordeValle, Rosewood Resort, San Martín
The Oberoi, Mauritius
Olare Mara Kempinski, Masai Mara
Las Ventanas al Paraiso, Los Cabos
The Oberoi, Sahl Hasheesh
Four Seasons Resort, Bora Bora
St. Regis Punta Mita Resort
Rosewood Hotel, Georgia
Six Senses Hotel, Yao Noi
Kempinski Hotel, Cathedral Square
Constance Hotel, Tsarabanjina
The House, Istanbul
The Inn, Palmetto Bluff
Portrait Suites, Rome
Mandarin Oriental, Guangzhou
Taj Lake Palace, Udaipur
Anantara Xishuangbanna Resort & Spa
The Oberoi Udaivilas, Udaipur
Capella Pedregal, Cabo San Lucas
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