2015 Top Luxury Hotel & Brand ReportIntroduction Introduction & Methodology 2 The Importance of Guest Intelligence 3 Key Findings4 Summary of Results 5 Individual Luxury Hotels Top 25 Individual Luxury Hotels6 Top 25 by Service 7 Top 25 by Value 8Top 25 by Location 9 Top 25 by Cleanliness 10 Top 10 Most Improved11 Small Luxury Brands Top 25 Small Luxury Brands12 Top 25 by Service 13 Top 25 by Value 14 Top 25 by Location 15 Top 25 by Cleanliness 16 Top 10 Most Improved17 Large Luxury Brands Top 25 Large Luxury Brands1 8Top 25 by Service 19 Top 25 by Value 20 Top 25 by Location 21 Top 25 by Cleanliness 22 Top 10 Most Improved23 Additional Insights Top 100 Hotels by Geography24 Top 20 Review Sites25 Review Volume by Country 26 Top 10 Languages for Reviews27 Positive & Negative Mentions 2 8Link between GRITM & Management Response Rate 2 8Index of Brands29 About ReviewPro31 Index Introduction & MethodologyIncreasingly, savvy hoteliers understand the importance of Online Reputation Management (ORM) and how it can directly impact the performance of brands and individual hotels. In fact, 89% of global travelers consider online reviews important to booking1, and luxury hotel guests are no exception. A recent study by TripAdvisor2 revealed that 60% of hotels plan to invest more in ORM in 2015 compared 2014, making it a top investment priority, outranking renovations and sta training. Following the success of our last Top Luxury Hotel & Brand Report, for this second edition, ReviewPro analyzed almost two million online guest reviews published during 2014. A total of 2,330 properties that pertain to 117 luxury brands worldwide were evaluated, including 600 additional hotels that were not in last year’s report. ReviewPro divided the brands 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, ReviewPro calculated its proprietary online reputation score, the Global Review IndexTM (GRI)3, for both hotels and brands based on guest reviews from 142 online travel agencies (OTAs) and review sites in 45 languages. Besides overall guest satisfaction scores (GRITM), this report also evaluated guest satisfaction performance for “Service Index”,“Value Index”,“Location Index” and “Cleanliness Index”. Featuring a broad selection of luxury hotels and brands across the globe, this study shows how the landscape has evolved in the 12 months since the previous report. The extensive selection of hotels analyzed varies from modern, quirky brands to classic luxury establishments. Some properties are ultra-luxury resorts developed by accomplished hoteliers while others are the creation of the some of the world’s largest hotel brands, aiming to craft something unique in leading destinations. RJ Friedlander, CEO of ReviewPro said,“Our Global Review IndexTM helps hotels to benchmark and improve their online reputation, something which is crucial to the success of luxury hotels. This, combined with Guest Intelligence from direct surveys, provides luxury hotels and brands worldwide with the operational and service insight necessary to ne-tune the guest experience to exceed expectations.” 1. Source: Skift 2. Source:2015 TripBarometer (TripAdvisor) 3. 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 142 online travel agencies (OTAs) 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 worldwide use the GRI as a benchmark for reputation management eorts, along with renowned industry leading partners such as Cornell University, and Sabre Hospitality Solutions.
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