Bad news for the Ritz-Carlton, it's no longer the top dog in luxury hotels. That's according to the J.D. Power and Associates 2009 North America Hotel Guest Satisfaction Index Study. The study looked at overall hotel guest satisfaction across six hotel segments from luxury to budget. The Ritz-Carlton has been chosen the top luxury hotel in past years but this year the honor went to the Four Seasons even though the rooms at the luxury chain are more expensive. In the next tier down, the winner of the Upscale segment was Embassy Suites Hotels which took the honor for the third year running.
To determine overall satisfaction the study looked at seven key measures: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees. Over 66,000 people who stayed n a hotel between May 2008 and June 2009 were part of the study. The survey showed that guest satisfaction with luxury hotels has remained stable from 2008. The most-desired amenities include complimentary breakfast, wireless Internet access and pillow-top mattresses. In luxury hotels a high percentage of guests say they expect in-room high-definition flat-panel TVs. The study also found that guests are more aware of property-initiated "green" programs and 72 percent say they participated in their hotel's conservation programs. by Deidre Woollard - Luxist