J.D. Power and Associates Reports: Hotel Guest Satisfaction in Europe Improves Considerably to Reach a Five-Year High

Movenpick Hotels & Resorts, Park Inn, Premier Inn and Steigenberger Hotels and Resorts Each Rank Highest in Guest Satisfaction in Their Respective Segments

Overall hotel guest satisfaction in Europe has increased notably from 2008 to achieve a five-year high in 2009, with improvements occurring in all ranked brands and across all segments, according to the J.D. Power and Associates 2009 European Hotel Guest Satisfaction Index Study(SM) released today.

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The study, now in its fifth year, examines the overall satisfaction of European hotel guests based on seven measures (in order of importance): costs and fees; guest room; hotel facilities; food and beverage; check-in/check-out; hotel services; and reservations. Forty-two hotel brands were measured and ranked in four segments: upper upscale, upscale, mid-scale full service and economy.

Hotel guest satisfaction has improved from 2008 by 16 index points or more (on a 1,000-point scale) in each of the four segments. The greatest improvements have occurred in the upper upscale and upscale segments, which increased by 24 and 25 points, respectively, from 2008.

"Hotels throughout Europe have not lost their customer focus despite an economic climate that has reduced demand and forced hotel brands to stringently contain costs," said Michael Drago, director of the global hospitality and travel practice at J.D. Power and Associates. "Hotel guest satisfaction with guest rooms and costs and fees has improved notably in 2009. While customers are likely pleased by lowered room rates, hotel brands are ensuring these rooms are still meeting customer standards and expectations."

The study finds that keeping guests highly satisfied has a particularly strong positive impact on loyalty and advocacy rates. Among the most highly satisfied hotel guests (those with satisfaction scores averaging 900 and above), 69 percent indicate that they will return to the hotel, while 79 percent will recommend the hotel to others. In addition, these customers make an average of 7.0 positive recommendations, compared with the industry average of 3.5 recommendations.

Upper Upscale Segment

Steigenberger Hotels and Resorts ranks highest in the upper upscale segment for a second consecutive year, performing particularly well in six of seven measures driving overall satisfaction: guest room; hotel facilities; food and beverage; check-in/check-out; hotel services; and reservations. Radisson BLU Hotels & Resorts and Maritim Hotels, respectively, follow in the segment rankings.

Upscale Segment

Among upscale hotel brands, Movenpick Hotels & Resorts ranks highest in guest satisfaction in 2009 and performs particularly well in three measures: costs and fees, hotel facilities and food and beverage. Following in the segment rankings are Crowne Plaza Hotels & Resorts and Hotel Novotel, respectively. Crowne Plaza Hotels & Resorts performs particularly well in the guest room and hotel services measures.

Mid-Scale Full Service Segment

Improving from 16th rank position in 2008, Park Inn ranks highest in guest satisfaction in the mid-scale full service segment in 2009. Park Inn performs particularly well in three of seven measures: reservation, food and beverage and costs and fees. Dorint Hotels & Resorts and Clarion, respectively, follow in the segment rankings. Dorint Hotels & Resorts performs particularly well in the hotel facilities measure.

Economy Segment

In the economy segment, Premier Inn ranks highest for a second consecutive year and performs particularly well in four of seven measures: guest room, hotel facilities, costs and fees and food and beverage. Travelodge follows Premier Inn in the segment rankings.

Additional Key Findings
    - Overall, the most frequently cited reasons for selecting a hotel are
      convenience/location (48%) and price (41%). Among guests of properties
      within the upper upscale segment, the hotel's reputation was the most
      frequently cited reason for selection (44%), while guests of hotels in
      the economy segment most frequently named price as the primary reason
      for selection (68%).
    - Nearly 1 in 5 (17%) of hotel guests report experiencing a problem
      during their stay. Among these guests, the average number of problems
      experienced is 1.8. In 2009, two new issues have emerged among the top
      five reported problems: poor connection and speed of Internet access and
      key cards not working properly.
    - In 2009, hotel guests from Germany, Italy and the United Kingdom
      are more satisfied than guests who live in other countries. Travelers
      from France and Spain are the least satisfied, on average.
    - The proportion of European hotel guests who report being highly
      committed to a particular hotel brand has increased to 11 percent in
      2009 from 9 percent in 2008.

The 2009 European Hotel Guest Satisfaction Index Study is based on responses from more than 13,000 guests who stayed at a hotel in Europe between May 2009 and September 2009. The study was fielded between August 2009 and September 2009.

For more information, read an article or view European hotel ratings at JDPower.com.

Upper Upscale Segment
    Customer Satisfaction Index Ranking
    (Based on a 1,000-point scale)

                                          J.D. Power.com Power Circle Ratings
                                                                For Consumers
    Steigenberger Hotels and Resorts               807                 5

    Radisson BLU Hotels & Resorts                  794                 4

    Maritim Hotels                                 791                 3
    Sheraton Hotels & Resorts                      782                 3
    Upper Upscale Segment Average                  780                 3
    Hilton Hotels                                  779                 3
    Westin Hotels & Resorts                        779                 3
    Riu Hotels & Resorts                           778                 3
    Marriott Hotels & Resorts                      772                 3
    Sofitel Luxury Hotels                          767                 3

    Le Meridien Hotels and Resorts                 758                 2

    Included in the study but not ranked due to small sample size are:
    Concorde Hotels & Resorts, Hyatt Hotels and Resorts, Kempinski Hotels,
    Millennium Hotels and Resorts, Renaissance Hotels & Resorts and Swissotel
    Hotels & Resorts.


    Upscale Segment
    Customer Satisfaction Index Ranking
    (Based on a 1,000-point scale)

                                          J.D. Power.com Power Circle Ratings
                                                                For Consumers
    Movenpick Hotels & Resorts                     783                 5

    Crowne Plaza Hotels & Resorts                  779                 4
    Hotel Novotel                                  755                 4

    Iberostar Hotels & Resorts                     754                 3
    Upscale Segment Average                        748                 3
    Mercure                                        746                 3
    AC Hotels                                      743                 3
    nH Hoteles                                     741                 3

    Melia Hotels & Resorts                         739                 2
    Hesperia                                       735                 2
    Husa Hoteles                                   715                 2

    Included in the study but not ranked due to small sample size are:
    Copthorne Hotels, Courtyard, De Vere Hotels, Four Points by Sheraton,
    Hilton Garden Inn, Hoteles Silken and Thistle Hotels.

Mid-Scale Full Service Segment
    Customer Satisfaction Index Ranking
    (Based on a 1,000-point scale)

                                          J.D. Power.com Power Circle Ratings
                                                                For Consumers
    Park Inn                                       771                 5
    Dorint Hotels & Resorts                        764                 5
    Clarion                                        762                 5

    Ramada Hotels                                  760                 4
    Best Western                                   752                 4
    Barcelo Hotels & Resorts                       746                 4

    Scandic                                        745                 3
    NH Jolly                                       743                 3
    Holiday Inn                                    742                 3
    Mid-Scale Full Service Segment Average         740                 3
    Golden Tulip Hotels, Inns & Resorts            739                 3
    Express by Holiday Inn                         736                 3

    Quality                                        733                 2
    Ibis Hotel                                     720                 2
    Campanile Hotel                                719                 2
    TRYP Hotels                                    716                 2
    Sol Hotels                                     716                 2
    Balladins                                      710                 2

    Included in the study but not ranked due to small sample size are:
    Confortel Hoteles and Park Plaza Hotels & Resorts


    Economy Segment
    Customer Satisfaction Index Ranking
    (Based on a 1,000-point scale)
                                          J.D. Power.com Power Circle Ratings
                                                                For Consumers
    Premier Inn                                    738                 5

    Travelodge                                     702                 4

    Economy Segment Average                        696                 3
    Etap Hotel                                     694                 3
    Comfort Inn                                    684                 3

    Hotel Formule 1                                662                 2

    Included in the study but not ranked due to small sample size are:
    Days Inn/Days Hotels and Tulip Inns.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were US$6.4 billion. Additional information is available at http://www.mcgraw-hill.com.

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