2015 Top Luxury Hotel & Brand Report

Index

1

Introduction Introduction & Methodology The Importance of Guest Intelligence Key Findings Summary of Results

2 3 4 5

Individual Luxury Hotels Top 25 Individual Luxury Hotels Top 25 by Service Top 25 by Value Top 25 by Location Top 25 by Cleanliness Top 10 Most Improved

6 7 8 9 10 11

Small Luxury Brands Top 25 Small Luxury Brands Top 25 by Service Top 25 by Value Top 25 by Location Top 25 by Cleanliness Top 10 Most Improved

12 13 14 15 16 17

Large Luxury Brands Top 25 Large Luxury Brands Top 25 by Service Top 25 by Value Top 25 by Location Top 25 by Cleanliness Top 10 Most Improved

18 19 20 21 22 23

Additional Insights Top 100 Hotels by Geography Top 20 Review Sites Review Volume by Country Top 10 Languages for Reviews Positive & Negative Mentions

24 25 26 27 28

Link between GRITM & Management Response Rate

28

Index of Brands About ReviewPro

29 31

Introduction & Methodology Increasingly, 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 staff 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 fine-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 efforts, along with renowned industry leading partners such as Cornell University, and Sabre Hospitality Solutions.

2

The Importance of Guest Intelligence   Guest Intelligence is the in-depth analysis of online reviews and guest satisfaction survey data, which includes both during- and post-stay surveys, to provide detailed insight into what guests like and dislike about their stay and to leverage these signals to exceed expectations. By collecting and analyzing guest feedback proactively, hotels can identify what operational and service changes are necessary and implement them in order to increase guest satisfaction and attract more bookings. Hoteliers across the globe leverage ReviewPro Guest Intelligence data in order to:   •  Benchmark themselves against competitors and track performance at corporate and individual property level. •  Turn insight into action to improve operational and service excellence. •  Improve their review ranking on TripAdvisor, other review sites and OTAs. •  Optimize revenue performance as, according to a Cornell University Study, a 1-point increase in a hotel’s Global Review IndexTM leads to an increase of up to 1.42% in RevPAR.   This year’s Top Luxury Hotel & Brand Report highlights which leading luxury groups and hotels are reaping benefits from Guest Intelligence and avoiding pitfalls such as missed opportunities and negative reviews. By managing and responding effectively to guest feedback, luxury hotels are able to deliver quality experiences, drive increased guest satisfaction and improve their online reputation.

Courtesy of Olare Mara Kempinski, Masai Mara

3

Key Findings •  In terms of overall online guest satisfaction, Olare Mara Kempinski, Masai Mara (GRITM 99.0%) was the best performing Individual Luxury Hotel, Library Hotel Collection (GRITM 95.3%) the best performing Small Luxury Brand and Belmond (GRITM 93.0%) the best performing Large Luxury Brand. •  The average GRITM of the Top 25 Small Luxury Brands was 92.2%, 4% higher than the GRITM of the Top 25 Large Luxury Brands (89.1%). •  Luxury hotels experienced a 36% surge in the total number of online reviews from the previous period (1,947,060 versus 1,429, 779). •  Luxury hotel guests wrote on average 836 reviews per year per hotel, 80% of which were positive. •  TripAdvisor continued to be the largest online review source for luxury hotels, generating 28% of total reviews. Booking.com overtook Facebook to become the second largest review source, more than doubling review volume within the year. •  China (14%), United States (9%) and United Kingdom (8%) had the largest number of Top 100 rated luxury properties. •  Dubai moved ahead of London to become the most reviewed city of the year. •  There is a link between a hotel’s GRITM and its Management Response Rate (i.e. the percentage of online reviews that a hotel publishes a response to). Within the total sample of 2,330 hotels, the Top 25 Individual Luxury Hotels responded to an average of 56% of reviews online and had an average GRITM of 97.4%. The 25 Individual Luxury Hotels with the lowest level of guest satisfaction responded on average to only 17% of reviews online and had an average GRITM of 66.8%.

Courtesy of Belmond Palacio Nazarenas, Cusco

4

Summary of Results Top Performers Individual Luxury Hotels

Small Brands

Large Brands

1

Olare Mara Kempinski, Masai Mara

Library Hotel Collection

Belmond

2

Taj Safaris, Mahua Kothi

Constance Hotels and Resorts

Four Seasons

3

Bushmans Kloof, Wilderness Reserve & Wellness R.

Red Carnation Hotels

Park Hyatt

4

Belmond Palacio Nazarenas

Oberoi Hotels & Resorts

Mandarin Oriental

5

Four Seasons, Tented Camp Golden Triangle

Voyage Hotels

St. Regis Hotels

6

The Chedi Club, Tanah Gajah, Ubud, Bali

Capella Hotels and Resorts

Anantara Hotels Resorts & Spas

7

Cocoa Island by COMO, Maldives

Montage Hotels & Resorts

Conrad Hotels & Resorts

8

Constance, Le Prince Maurice, Mauritius

Como Hotels and Resorts

Taj Hotels, Resorts and Palaces

9

Portrait, Roma

Iberostar The Grand Collection

Banyan Tree

10

The Canyon Suites At The Phoenician, Scottsdale

Oetker Collection

Jumeirah Hotels

11

Anantara, Golden Triangle, Elephant Camp & Resort

Langham Hotels and Resorts

The Ritz-Carlton

12

Aria Hotel, Prague

RockResorts

Jaz Collection

13

Belmond Northern Belle

Raffles Hotels & Resorts

Hipotels Hotels & Resorts

14

The Oberoi Vanyavilas, Ranthambhore

The Peninsula Hotels

Shangri-La Hotels & Resorts

15

Four Seasons Hotel Moscow

Firmdale Hotels

Kempinski Hotels

16

Maxx Royal, Belek Golf Resort

Lungarno Collection

The Luxury Collection

17

Six Senses Yao Noi - Luxury Yao Noi Resort

Rosewood Hotels & Resorts

JW Marriott

18

Four Seasons, Safari Lodge Serengeti

Secrets Resorts

Grand Hyatt

19

Gran Melia, Xian

Adrian Hoteles

Waldorf Astoria Hotels &

20

Four Seasons Resort, Mauritius at Anahita

Andaz Hotels

Fairmont Hotels & Resorts

21

Hotel 41

Elegant Hotels Group

Sofitel

22

Belmond Hotel Rio Sagrado

GHM

Loews Hotels & Resorts

Resorts

23

Belmond Le Manoir aux Quat'Saisons

Dorchester Collection

InterContinental Hotels & Resorts

24

The Oberoi, Wildflower Hall

Edition Hotels

W Hotels

25

W Bogota Hotel

Majestic Hotel Group

Prince Hotels

Most Improved Individual Luxury Hotels

Small Brands

Large Brands

1

Loews Regency, New York

Aldemar Resorts

Loews Hotels & Resorts

2

Sofitel Malabo President Palace

Royal Tulip Hotels

Mandarin Oriental

3

Hotel Cabrera Imperial, Bogota

Warwick International Hotels

Fairmont Hotels & Resorts

4

Four Seasons Hotel Cairo at the First Residence

Oetker Collection

Anantara Hotels Resorts & Spas

5

Loews Vanderbilt Hotel

Club Quarters Hotels

Belmond

6

Jacir Palace Hotel

ME by Meliá

Waldorf Astoria Hotels & Resorts

7

InterContinental Tamanaco Caracas

Thompson Hotels

Grand Hyatt

8

The Ritz-Carlton, Dubai

Dreams Resorts and Spa

JW Marriott

9

InterContinental Amman, Jordan

Lotus Hospitality

InterContinental Hotels & Resorts

10

Trump Hotel Collection Doral Golf Resort

RockResorts

Park Hyatt

5

Individual Luxury Hotels Top 25 Individual Luxury Hotels In addition to calculating the Global Review IndexTM for the 117 brands included in this report, ReviewPro also obtained the GRITM scores for their 2,330 combined individual properties. There were significant changes year-on-year, with only 13 hotels from last year’s report continuing to rank in the Top 25. Olare Mara Kempinski Masai Mara, offering an authentic safari experience in the stunning African savannah, led guest satisfaction for Individual Luxury Hotels, achieving a remarkable overall GRITM of 99.0%. The Taj Mahua Kothi, situated beside the Bandhavgarh National Park with one of the highest tiger densities in India, came second with a GRITM of 98.7%, showing an impressive improvement from a GRITM of 96.4% the previous year. The next best performing hotels were Hotel Bushmans Kloof Wilderness Reserve, a newcomer to the Top 25, and Belmond Palacio Nazarenas, a boutique hotel and former palace in Cusco (Peru). Interestingly, 4 of the Top 5 hotels were wildlife retreats.

Top 25 Individual Luxury Hotel

99.0%

1

Olare Mara Kempinski, Masai Mara

2

Taj Safaris, Mahua Kothi

98.7%

Bushmans Kloof, Wilderness Reserve & Wellness Retreat

98.6%

Belmond Palacio Nazarenas

98.6%

Four Seasons, Tented Camp Golden Triangle

97.6%

3 5 7

11 13 15

The Chedi Club, Tanah Gajah, Ubud, Bali

97.6%

Cocoa Island by COMO, Maldives

97.4%

Constance, Le Prince Maurice, Mauritius

97.4%

Portrait, Roma

97.4%

The Canyon Suites At The Phoenician, Scottsdale

97.4%

Anantara, Golden Triangle, Elephant Camp & Resort

97.3%

Aria Hotel, Prague

97.3%

Belmond Northern Belle

97.2%

The Oberoi Vanyavilas, Ranthambhore

97.2%

Four Seasons Hotel Moscow

97.1%

Maxx Royal, Belek Golf Resort

97.1%

Six Senses Yao Noi - Luxury Yao Noi Resort 18 Four Seasons, Safari Lodge Serengeti

6

GRI™

97.1% 97.0%

Gran Melia, Xian

97.0%

Four Seasons Resort, Mauritius at Anahita

97.0%

Hotel 41

97.0%

Belmond Hotel Rio Sagrado

97.0%

Belmond Le Manoir aux Quat'Saisons

97.0%

The Oberoi, Wildflower Hall

97.0%

W Bogota Hotel

97.0%

Top Individual Luxury Hotels for Service Besides overall guest satisfaction, we also evaluated guest satisfaction performance for “Service Index”, “Value Index”, “Location Index” and “Cleanliness Index”. Although a number of hotels appeared in the Top 25 for multiple attributes, in general the results were quite varied across the categories. One exception was Olare Mara Kempinski Masai Mara. In addition to having the highest overall GRITM, this luxury retreat in Kenya provided consistently high levels of excellence across the entire organization, ranking No. 2 for both Location and Value, No. 15 for Cleanliness and No. 19 for Service. In the Service category, the Taj Mahua Kothi, ranking second for overall guest satisfaction, came out on top with an impeccable 100% score. The Four Seasons Tented Camp Golden Triangle, a luxury tented camp in Thailand, followed closely behind. Two other properties from the Four Seasons brand were also in the Top 25 for Service.

Top 25 by Service Individual Luxury Hotel 1 Taj Mahua Kothi

100.0%

2 Four Seasons Tented Camp Golden Triangle

99.6%

3 Sensimar Makadi

99.3%

Portrait Suites

99.3%

5 Jumeirah Hotels at Etihad Towers - Residences Naladhu Resort Maldives 7 Hotel Bushmans Kloof Wilderness Reserve The Oberoi Mauritius

99.2% 99.2% 99.1% 99.1%

9 The Chedi Club Tanah Gajah, Ubud

99.0%

10 Jaz Solaya

98.9%

The Oberoi Vanyavilas Ranthambhore 12 Hipotels Hipocampo Playa Hotel Belmond Palacio Nazarenas 14 Las Ventanas al Paraiso, A Rosewood Resort Four Seasons Resort Chiang Mai 16 Brenner's Park-Hotel & Spa Angsana Xi'an Lintong 18 Cocoa Island by COMO Olare Mara Kempinski Masai Mara 20 Capella Ixtapa Six Senses Yao Noi 22 Four Seasons Resort Mauritius at Anahita

7

Service Index

98.9% 98.7% 98.7% 98.6% 98.6% 98.5% 98.5% 98.4% 98.4% 98.3% 98.3% 98.3%

Steigenberger Makadi Hotel

98.3%

Taj Pashan Garh

98.3%

Library Hotel

98.3%

Top Individual Luxury Hotels for Value U Sapa, located in Vietnam and designed in a beautiful French Colonial style with an indigenous twist, was seen as the luxury hotel providing the best value for money, achieving a 100% score in this category. Following closely behind Olare Mara Kempinski Masai Mara, Steigenberger Makadi Hotel, nestled on the shores of the Red Sea, achieved equal third position with a score of 96.3% for Value. Also with a score of 96.3% was Riad Bab Firdaus, part of the Angsana Riads Collection Morocco, offering guests a fascinating oriental atmosphere amidst the labyrinthine Medina of Marrakech. Not surprisingly, for Luxury Hotels the levels of guest satisfaction with perceived Value tended to be lower than for the other areas analyzed. Whereas for Service, Location and Cleanliness, hotels had to score above 98% and in some cases 99% to secure a position in the Top 25, for Value a score of 93.1% was sufficient. Three brands in particular were prominent in the Top 25 for Value, all part of the Travco Group: three properties from Jaz Collection, two from Iberotel Hotels & Resorts and two from Sol y Mar.

Top 25 by Value Individual Luxury Hotel 1 U Sapa

100.0%

2 Olare Mara Kempinski Masai Mara

96.5%

3 Steigenberger Makadi Hotel

96.3%

Angsana Riads Collection Morocco - Riad Bab Firdaus 5 Jaz Samaya Beach

96.3% 96.0%

6 Jaz Dar El Madina

95.5%

7 African Pride The Sands At St Francis Bay

95.4%

8 Taj Umaid Bhawan Palace

94.9%

9 Grand Hotel La Favorita

94.8%

10 Belmond Palacio Nazarenas

94.1%

11 The Langham, Sydney

93.9%

Hipotels Hipocampo Playa Hotel

93.9%

13 Hotel Jen Brisbane

93.8%

14 The Royal Begonia, A Luxury Collection Resort Sanya

93.7%

Jaz Makadi Saraya Palms

93.7%

Iberotel Palace

93.7%

17 Belmond Hotel Rio Sagrado

93.6%

Naladhu Resort Maldives

93.6%

Aria Hotel

93.6%

20 Sol Y Mar Makadi Sun

93.5%

21 Iberotel Coraya Beach

93.3%

Hotel Bushmans Kloof Wilderness Reserve

93.3%

23 Kempinski Hotel Cathedral Square

93.2%

24 Dar Al Masyaf at Madinat Jumeirah Hotels

93.1%

Sol Y Mar Ivory Suites

8

Value Index

93.1%

Top Individual Luxury Hotels for Location For Location, the scores were extremely high with every property in the Top 25 achieving 99.0% or above. The exclusive AKA Rittenhouse Square in Philadelphia performed best, scoring an impressive 100%. With a score of 99.8%, InterContinental Dar Al Tawhid Makkah, offering traditional luxury in the shadow of the Holy Mosque, ranked third for Location, after Olare Mara Kempinski Masai Mara. Two of the world’s leading Large Luxury Brands, Four Seasons and Sofitel Hotels, had two properties in the Top 25 for Location.

Top 25 by Location Individual Luxury Hotel 1 AKA Rittenhouse Square

100.0%

2 Olare Mara Kempinski Masai Mara

99.9%

3 InterContinental Dar Al Tawhid Makkah

99.8%

4 Mandarin Oriental, Munich

99.7%

5 Sofitel Dietetique Quiberon

99.6%

Four Seasons Old City

99.6%

Belmond Palacio Nazarenas

99.6%

8 Hotel Gritti Palace

99.5%

9 Four Seasons Hotel Gresham Palace Budapest

99.4%

Sofitel Legend Old Cataract Aswan

99.4%

Montage Beverly Hills

99.4%

12 Rosewood Inn of the Anasazi

99.3%

13 Hotel du Cap Eden-Roc

99.2%

The Fairmont Heritage Place, Franz Klammer Lodge

99.2%

Goldener Hirsch Hotel

99.2%

Kempinski Hotel Cathedral Square

99.2%

17 Park Hyatt Vienna

99.1%

Kempinski Hotel Moika 22

99.1%

JW Marriott Hotel Cusco

99.1%

Brenner's Park-Hotel & Spa 21 Ararat Park Hyatt Moscow

9

Location Index

99.1% 99.0%

Hotel National Moscow

99.0%

Regent Berlin

99.0%

Oyster Box Hotel

99.0%

Rosewood Little Dix Bay

99.0%

Top Individual Luxury Hotels for Cleanliness The level of guest satisfaction with Cleanliness was also incredibly high, with every property in the Top 25 achieving 99.0% or above. Three hotels scored 100% (Four Seasons Resort Dubai at Jumeirah Beach, Mandarin Oriental Bodrum and the Ritz-Carlton Kyoto), each pertaining to Large Luxury Brands. A total of three hotels from Four Seasons, a legendary brand dedicated to perfecting the travel experience for over more than 50 years, featured in the Top 25 for Cleanliness. Oberoi Hotels & Resorts also had three hotels ranking in the Top 25 for Cleanliness as well as two hotels for Service.

Top 25 by Cleanliness Individual Luxury Hotel 1 Four Seasons Resort Dubai at Jumeirah Beach

100.0%

Mandarin Oriental, Bodrum

100.0%

The Ritz-Carlton Kyoto

100.0%

4 The Oberoi Vanyavilas Ranthambhore

99.9%

Naladhu Resort Maldives

99.9%

6 Hotel du Cap Eden-Roc

99.5%

Aria Hotel

99.5%

8 Tambo del Inka, a Luxury Collection Resort & Spa

99.4%

Four Seasons Hotel Lion Palace St. Petersburg

99.4%

Constance Le Prince Maurice

99.4%

11 Belmond Palacio Nazarenas

99.3%

Kempinski Hotel Cathedral Square

99.3%

Four Seasons Resort Seychelles

99.3%

Taj Umaid Bhawan Palace

99.3%

Olare Mara Kempinski Masai Mara 16 Capella Pedregal

99.3% 99.2%

Hotel Bushmans Kloof Wilderness Reserve

99.2%

The Oberoi Mauritius

99.2%

Belmond Le Manoir aux Quat’Saisons

99.2%

20 Angsana Xi'an Lintong Four Seasons Hotel Firenze 22 Six Senses Latitude Laamu

10

Cleanliness Index

99.1% 99.1% 99.0%

The Canyon Suites At The Phoenician

99.0%

The Oberoi, Gurgaon

99.0%

Wildflower Hall

99.0%

Most Improved Individual Luxury Hotels Consistent with the findings from ReviewPro’s luxury report published last year, Individual Luxury Hotels experienced significantly higher improvements in their online reputation scores year-onyear than the Small and Large Luxury Brands. This comes as no surprise, given the complexity of raising the bar and earning rave reviews across an entire group of hotels. Loews Regency New York, located in the iconic Park Avenue, led the ranking with a record +35% increase in its GRITM. A second hotel from the group, Loews Vanderbilt Hotel located in Nashville, was also in the Top 10 most improved Individual Hotels. Sofitel Malabo President Palace, a luxurious hotel situated in the heart of the city’s historical center, experienced the second strongest annual growth, securing a Sofitel hotel a place in the Top 10 for the second year running.

Top 10 Most Improved Individual Luxury Hotel

90.5%

1

Loews Regency, New York

2

Sofitel Malabo President Palace

91.6%

3

Hotel Cabrera Imperial, Bogota

89.9%

4

Four Seasons Hotel Cairo at the First Residence

88.0%

5

Loews Vanderbilt Hotel

87.8%

6

Jacir Palace Hotel

86.7%

7

InterContinental Tamanaco Caracas

73.0%

8

The Ritz-Carlton, Dubai

90.3%

9

InterContinental Amman, Jordan

83.1%

10

Trump Hotel Collection Doral Golf Resort

73.7%

Courtesy of Loews Regency, New York

11

GRI™

Small Luxury Brands Top 25 Small Luxury Brands ReviewPro’s analysis of Small Luxury Brands included 88 brands who manage fewer than 20 properties. The standard for Small Luxury Brands continued to be extremely high, with all of the brands in the Top 25 achieving GRITM scores of above 90%. Once again, Library Hotel Collection led guest satisfaction for Small Luxury Brands, increasing its GRITM from 94.7% to 95.3% year-on-year. Each of the group’s six luxury hotels has its own distinctive personality and charm and the brand has become synonymous with providing an outstanding experience for every traveler. In second position, Constance Hotels and Resorts focuses on a completely immersive, relaxing experience on the spectacular islands of Mauritius, and has further increased its GRITM from 93.7% to 94.4%. The luxury, award-winning and family owned Red Carnation Hotels followed closely behind with a GRITM of 94.0%.

Top 25 Small Luxury Brand 1

Library Hotel Collection

95.3%

2

Constance Hotels and Resorts

94.4% 94.0%

3

Red Carnation Hotels

4

Oberoi Hotels & Resorts

93.9%

5

Voyage Hotels

93.8%

6

Capella Hotels and Resorts

93.6%

Montage Hotels & Resorts

93.6%

8

Como Hotels and Resorts

93.5%

9

Iberostar The Grand Collection

92.6%

10 Oetker Collection

92.5%

11

Langham Hotels and Resorts

92.3%

12

RockResorts

92.2%

13

Raffles Hotels & Resorts

92.1%

14

The Peninsula Hotels

92.0%

15

Firmdale Hotels

91.9%

16

Lungarno Collection

91.8%

17

Rosewood Hotels & Resorts

91.6%

18

Secrets Resorts

91.5%

19

Adrian Hoteles

91.3%

Andaz Hotels

91.3%

Elegant Hotels Group

91.3%

GHM 23 Dorchester Collection Edition Hotels 25 Majestic Hotel Group

12

GRI™

91.3% 91.2% 91.2% 90.9%

Top Small Luxury Brands for Service Looking at the performance of Small Luxury Brands across key attributes (Service, Value, Location and Cleanliness), the trends were similar to those in the previous year. It is interesting to note, however, the marked improvement in Service. In this year’s study, a brand needed to score above 93% to secure a position in the Top 25, whereas previously a score of 91.8% would have been sufficient. The exquisite Library Hotel Collection came out on top in a number of categories, reinforcing the brand’s position as leaders in delivering excellence. The luxury brand ranked first in both the Service and Value categories, scoring 97.9% and 91.5% respectively, and ranked equal first for Cleanliness and third for Location. For Service, Oberoi Hotels & Resorts, a global chain of premium 5 star luxury properties, ranked equal second and the brand also featured in the Top 5 for both Value and Cleanliness. The level of guest satisfaction with their service was equaled by the boutique, family owned Red Carnation Hotel Collection, who featured in the Top 10 across all categories.

Top 25 by Service Small Luxury Brand 1 Library Hotel Collection

97.9%

2 Oberoi Hotels & Resorts

96.4%

Red Carnation Hotels

96.4%

4 Firmdale Hotels

95.5%

5 Adrian Hoteles

95.4%

6 Como Hotels and Resorts

95.3%

7 Constance Hotels and Resorts

94.8%

8 Capella Hotels and Resorts

94.6%

RockResorts

94.6%

Voyage Hotels

94.6%

11 Dorchester Collection

94.3%

12 Edition Hotels

94.2%

Montage Hotels & Resorts 14 Lungarno Collection Raffles Hotels & Resorts 16 Doyle Collection

94.2% 93.9% 93.9% 93.7%

Iberostar The Grand Collection

93.7%

Langham Hotels and Resorts

93.7%

Secrets Resorts

93.7%

20 Majestic Hotel Group

93.5%

21 Kamuela

93.4%

22 Rosewood Hotels & Resorts

93.3%

23 Palace Resorts

93.1%

24 Apex Luxury Hotels

93.0%

Elegant Hotels Group

13

Service Index

93.0%

Top Small Luxury Brands for Value The findings in this year’s study show that it continues to be difficult for Small Luxury brands to achieve as high levels of guest satisfaction in terms of Value compared to the other categories. For the second consecutive year, Library Hotel Collection was the only small brand to score above 90% for Value. The other brands in the Top 25 ranged from 89.6% to 85.0%.

Top 25 by Value Small Luxury Brand 1 Library Hotel Collection

91.5%

2 Bahia Principe Hotels & Resorts

89.6%

Oberoi Hotels & Resorts

89.6%

4 Voyage Hotles

89.2%

5 Secrets Resorts

88.8%

6 Iberostar The Grand Collection

88.7%

7 Red Carnation Hotels

88.2%

8 Kamuela

87.5%

9 Capella Hotels and Resorts

87.3%

Como Hotels and Resorts 11 Palace Resorts RockResorts 13 Apex Luxury Hotels

87.3% 87.0% 87.0% 86.8%

14 Langham Hotels and Resorts

86.7%

15 Constance Hotels and Resorts

86.6%

Elegant Hotels Group

86.6%

17 Doyle Collection

86.5%

18 The Address Hotels & Resorts

86.2%

19 Raffles Hotels & Resorts

85.9%

20 Alila Hotels

85.8%

21 Vincci Hoteles

85.7%

22 Adrian Hoteles

85.5%

Lungarno Collection 24 Corinthia Hotels Now Resorts & Spas

Courtesy of Aria Hotel Budapest, Library Hotel Collection

14

Value Index

85.5% 85.0% 85.0%

Top Small Luxury Brands for Location The Majestic Hotel Group, with over 95 years of experience as hoteliers, achieved the highest level of guest satisfaction with their Location, scoring 97.8%. Following closely in second position, Montage Hotels & Resorts, an ultra-luxury hotel and resort management company founded in 2002, scored 97.6%.

Top 25 by Location Brand 1 Majestic Hotel Group

97.8%

2 Montage Hotels & Resorts

97.6%

3 Library Hotel Collection

97.3%

4 Lungarno Collection

97.0%

5 RockResorts

96.6%

6 Armani Hotels & Resorts

96.5%

7 Red Carnation Hotels

96.4%

8 Firmdale Hotels

96.3%

9 The Peninsula Hotels

95.8%

10 Dorchester Collection

95.7%

11 Oetker Collection

95.6%

12 Guoman hotels

95.2%

13 Constance Hotels and Resorts

95.1%

The Address Hotels & Resorts 15 Iberostar The Grand Collection

95.1% 94.7%

16 ME by Meliá

94.6%

17 Doyle Collection

94.4%

18 Andaz Hotels

94.3%

19 AKA Hotels

94.2%

20 Raffles Hotels & Resorts

94.0%

21 Oberoi Hotels & Resorts

93.9%

One&Only Resorts 23 Capella Hotels and Resorts

15

Location Index

93.9% 93.8%

24 Quorvus Collection

93.7%

25 Rosewood Hotels & Resorts

93.5%

Top Small Luxury Brands for Cleanliness In the Cleanliness category, two Small Luxury Brands topped the ranking with a score of 97.8%: Firmdale Hotels, comprising 9 hotels and 7 bars and restaurants in London and New York, each individually designed and decorated by Kit Kemp and the impeccable Library Hotel Collection. In third place was the iconic Dorchester Collection, whose portfolio includes some of the world’s foremost luxury hotels in Europe and the USA.

Top 25 by Cleanliness Small Luxury Brand 1 Firmdale Hotels Library Hotel Collection

97.8% 97.8%

3 Dorchester Collection

97.3%

4 Oberoi Hotels & Resorts

97.2%

5 Montage Hotels & Resorts

96.9%

6 Red Carnation Hotels

96.8%

7 Oetker Collection

96.7%

8 Majestic Hotel Group

96.6%

9 Armani Hotels & Resorts

96.5%

Capella Hotels and Resorts Como Hotels and Resorts

96.5% 96.5%

12 Edition Hotels

96.4%

13 Apex Luxury Hotels

96.2%

The Peninsula Hotels

96.2%

15 RockResorts

96.0%

16 Adrian Hoteles

95.8%

Constance Hotels and Resorts

95.8%

Langham Hotels and Resorts

95.8%

The Address Hotels & Resorts

95.8%

20 Iberostar The Grand Collection

95.7%

21 Baglioni Hotels

95.4%

Doyle Collection 23 Andaz Hotels

16

Cleanliness Index

95.4% 95.3%

One&Only Resorts

95.3%

Raffles Hotels & Resorts

95.3%

Most Improved Small Luxury Brands Aldemar Resorts, one of the leading hotel chains in Greece, ranked as the No. 1 most improved Small Luxury Brand, increasing their GRITM by 4.2% from the previous year. Royal Tulip Hotels and Warwick International Hotels achieved more than a 2% gain in GRITM year-on-year. Just two brands in the Top 10 Most Improved achieved a GRITM score above 90%. With just eight select hotels in world-renowned locations from Paris to the Seychelles, Oetker Collection climbed the ranks by improving its GRITM from 90.7% to 92.5%. RockResorts’ seven luxurious mountain and oceanfront properties also increased their GRITM from 90.7% to 92.2%.

Top 10 Most Improved Small Luxury Brand 1

Aldemar Resorts

84.1%

2 Royal Tulip Hotels

80.6%

3 Warwick International Hotels

83.5%

4 Oetker Collection

7

92.5%

Club Quarters Hotels

85.8%

ME by Meliá

84.6%

Thompson Hotels

86.5%

Dreams Resorts and Spa

86.2%

Lotus Hospitality 10 RockResorts

Courtesy of Royal Mare, Aldemar Resorts

17

GRI™

85.5% 92.2%

Large Luxury Brands Top 25 Large Luxury Brands The list of Large Luxury Brands with the highest level of guest satisfaction remained almost unchanged from the previous study, with only one newcomer – Prince Hotels & Resorts who are highly prominent in Japan. This selection of leading brands have maintained their already excellent GRITM scores and succeeded in providing the consistently high levels of service essential to satisfy luxury hotel guests. An impressive 10 out of the Top 25 were brands originating in the USA. Jumeirah Hotels was the top performing brand with fewest properties and InterContinental Hotels & Resorts was the brand with the most properties. Belmond, with a global collection of iconic hotels, trains and river cruises, was the No. 1 performing Large Luxury Brand, achieving a GRITM of 93.0% versus 91.9% for the previous period. Four Seasons, with almost 100 hotels in 39 countries, followed closely with an overall guest satisfaction score of 92.7%, also an improvement year-on-year.

Top 25 Large Luxury Brand 1

Belmond

93.0%

2

Four Seasons

92.7%

3

Park Hyatt

91.6%

4

Mandarin Oriental

91.5%

5

St. Regis Hotels

91.3%

6

Anantara Hotels Resorts & Spas

90.9%

7

Conrad Hotels & Resorts

90.7%

8

Taj Hotels, Resorts and Palaces

90.1%

9

Banyan Tree

89.8%

10 Jumeirah Hotels

89.6%

11

89.4%

The Ritz-Carlton

12

Jaz Collection

89.3%

13

Hipotels Hotels & Resorts

89.2%

Shangri-La Hotels & Resorts

89.2%

Kempinski Hotels

89.1%

15

The Luxury Collection

89.1%

JW Marriott

88.6%

18 Grand Hyatt

88.5%

17

18

GRI™

19 Waldorf Astoria Hotels & Resorts

88.1%

20 Fairmont Hotels & Resorts

88.0%

21

87.8%

Sofitel

22 Loews Hotels & Resorts

87.5%

23 InterContinental Hotels & Resorts

86.8%

24 W Hotels

84.3%

25 Prince Hotels & Resorts

81.1%

Top Large Luxury Brands for Service Three luxury brands stood out as the Best Performing Large Luxury Brands across the board and they occupied the first three positions in terms of guest satisfaction with Service: Four Seasons, Belmond and Mandarin Oriental. As would be expected, the Large Luxury Brands scored extremely highly for Service, with 18 brands scoring 90% or above. With fewer hotels, Smaller Luxury Brands were able to achieve even higher levels of Service excellence across their groups, as all Top 25 Small Luxury Brands scored above 93% for Service.

Top 25 by Service Large Luxury Brand 1 Four Seasons

94.8%

2 Belmond

94.5%

3 Mandarin Oriental

94.1%

4 Hipotels Hotels & Resorts

93.4%

5 Anantara Hotels Resorts & Spas

92.7%

6 Park Hyatt

92.6%

7 Conrad Hotels & Resorts

92.5%

Jaz Collection

19

Service Index

92.5%

9 Taj Hotels, Resorts and Palaces

92.3%

10 Banyan Tree

92.0%

11 The Ritz-Carlton

91.6%

12 Shangri-La Hotels & Resorts

91.3%

13 Jumeirah Hotels

91.2%

14 St. Regis Hotels

90.9%

15 JW Marriott

90.6%

16 The Luxury Collection

90.5%

17 Grand Hyatt

90.4%

18 Kempinski Hotels

90.0%

19 Fairmont Hotels & Resorts

89.8%

20 Loews Hotels & Resorts

89.5%

21 Sofitel

89.2%

22 InterContinental Hotels & Resorts

88.7%

23 Waldorf Astoria Hotels & Resorts

88.5%

24 Grand Soluxe

86.9%

25 W Hotels

86.6%

Top Large Luxury Brands for Value As with Individual Luxury Hotels and Small Luxury Brands, it was difficult for Large Luxury Brands to achieve high levels of guest satisfaction in terms of perceived value, which is unsurprising given the premium price point of such luxury establishments. None of the Large Luxury Brands scored above 90%. Jaz Collection, catering for those seeking a deluxe stay in Egypt, ranked No. 1 for Value with 88.6%. In second place was Anantara Hotels, Resorts & Spas, a unique collection of hotels located in some of the world’s most stunning destinations. Value was the only area where Mandarin Oriental, Four Seasons and Belmond did not appear in the Top 3.

Top 25 by Value Large Luxury Brand 1 Jaz Collection

20

Value Index 88.6%

2 Anantara Hotels Resorts & Spas

85.9%

3 Hipotels Hotels & Resorts

85.4%

4 Taj Hotels, Resorts and Palaces

85.1%

5 Belmond

85.0%

6 Four Seasons

84.9%

7 Conrad Hotels & Resorts

84.4%

8 Mandarin Oriental

84.1%

9 Shangri-La Hotels & Resorts

83.8%

10 Jumeirah Hotels

83.7%

11 Park Hyatt

83.4%

12 Banyan Tree

82.3%

13 JW Marriott

82.2%

14 St. Regis Hotels

82.1%

15 Kempinski Hotels

82.0%

16 Grand Soluxe

81.9%

17 The Luxury Collection

81.8%

18 Sofitel

81.7%

19 Loews Hotels & Resorts

81.5%

20 Grand Hyatt

81.4%

21 The Ritz-Carlton

80.8%

22 InterContinental Hotels & Resorts

80.7%

23 Fairmont Hotels & Resorts

80.5%

24 Waldorf Astoria Hotels & Resorts

80.3%

25 Imperial Hotels & Resorts

77.4%

Top Large Luxury Brands for Location As Large Luxury Brands tend to be very successful at finding the the most spectacular and striking spots for their hotels, it comes as no surprise that their guests provide such positive online reviews for Location. 17 out of the Top 25 brands achieved a GRITM above 90%. Belmond was the top rated Large Luxury Brand for Location, with once again Mandarin Oriental and Four Seasons appearing in the Top 5. Loews Hotels & Resorts, who have been offering guests upscale travel experiences for over six decades, was in third position, with an impressive score of 93.6%.

Top 25 by Location Large Luxury Brand 1 Belmond

95.8%

2 Mandarin Oriental

94.1%

3 Loews Hotels & Resorts

93.6%

4 Four Seasons

93.5%

5 Park Hyatt

93.1%

6 St. Regis Hotels

92.8%

7 Fairmont Hotels & Resorts

92.3%

The Luxury Collection

92.3%

9 Waldorf Astoria Hotels & Resorts

92.1%

10 Jumeirah Hotels

91.6%

11 Grand Hyatt

91.5%

Taj Hotels, Resorts and Palaces 13 Conrad Hotels & Resorts

91.5% 91.0%

14 The Ritz-Carlton

90.9%

15 Sofitel

90.8%

W Hotels

21

Location Index

90.8%

17 JW Marriott

89.9%

18 Banyan Tree

89.8%

19 InterContinental Hotels & Resorts

89.7%

Shangri-La Hotels & Resorts

89.7%

21 Anantara Hotels Resorts & Spas

89.6%

22 Hipotels Hotels & Resorts

89.5%

23 Kempinski Hotels

89.4%

24 Jaz Collection

88.3%

25 Grand Soluxe

87.5%

Top Large Luxury Brands for Cleanliness When analyzing luxury guests’ satisfaction with Cleanliness, Four Seasons came out on top. Once again, Belmond & Mandarin Oriental completed the Top 3. Park Hyatt, whose unique portfolio of hotels reflects the personal passions of founder Jay Pritzker, took fourth place. 

Top 25 by Cleanliness Large Luxury Brand 1 Four Seasons

96.3%

2 Belmond

95.9%

3 Mandarin Oriental

95.8%

4 Park Hyatt

95.7%

5 Conrad Hotels & Resorts

95.0%

6 St. Regis Hotels

94.8%

7 Anantara Hotels Resorts & Spas

94.1%

8 Jumeirah Hotels

94.0%

The Ritz-Carlton

94.0%

10 Taj Hotels, Resorts and Palaces

93.8%

11 JW Marriott

93.3%

Kempinski Hotels

93.3%

13 Grand Hyatt

93.2%

14 Shangri-La Hotels & Resorts

93.1%

15 The Luxury Collection

93.0%

16 Banyan Tree

92.8%

17 Fairmont Hotels & Resorts

92.1%

Hipotels Hotels & Resorts 19 Loews Hotels & Resorts

22

Cleanliness Index

92.1% 91.8%

20 Sofitel

91.5%

21 Jaz Collection

91.4%

22 InterContinental Hotels & Resorts

91.3%

23 Waldorf Astoria Hotels & Resorts

91.0%

24 W Hotels

90.2%

25 Grand Soluxe

89.7%

Most Improved Large Luxury Brands The 10 Large Hotel Brands who achieved the highest year-on-year growth for their GRITM online reputation score were all in the Top 25 for overall guest satisfaction. Loews Hotels & Resorts experienced the greatest increase in guest satisfaction of all the Large Luxury Brands, improving its GRITM by more than 4% since the previous period. Two of the brand’s properties were in the Top 10 Most Improved Individual Luxury Hotels.

Top 10 Most Improved Large Luxury Brand

87.5%

1

Loews Hotels & Resorts

2

Mandarin Oriental

91.5%

3

Fairmont Hotels & Resorts

88.0%

4

Anantara Hotels Resorts & Spas

90.9%

5

Belmond

93.0%

6

Waldorf Astoria Hotels & Resorts

88.1%

7

Grand Hyatt

88.5%

8

JW Marriott

88.6%

9

InterContinental Hotels & Resorts

86.8%

10 Park Hyatt

Courtesy of Mandarin Oriental – Barcelona

23

GRI™

91.6%

Additional Insights Top 100 Hotels Distributed by Geography

We also ranked the 2,330 properties of the 117 brands by country to identify the geographical areas with the highest number of Top 100 best-rated hotels. 68% of the best performing hotels were concentrated in 10 countries (see chart below) but the analysis showed a relatively even distribution across the globe, with hotels coming from 35 different countries. With 14 hotels in the Top 100, China experienced the biggest increase year-on-year and took the leading spot. Despite experiencing a drop in the number of luxury hotels with the highest level of guest satisfaction, the USA came in second place with 9 hotels, closely followed by the UK with 8 hotels. Luxury hotels in Turkey improved their levels of guest satisfaction, with 5 properties making it into the Top 100 Hotels for the first time. Peru also showed impressive signs of improvement, with 4 luxury hotels in the Top 100 compared to just 1 the previous year.

Top 10 Countries 8

UK

9

USA

5

Egypt

5

7

5

India

Turkey

Mexico

6

Maldives

4

Peru

# of Top 100 Hotels per Country

24

14

China

5

Thailand

Top 20 Review Sites Luxury hotels experienced a 36% surge in the total number of online reviews from the previous period (1,947,060 versus 1,429,779), reinforcing the continued importance for luxury hotels to proactively manage their online reputation. While the majority of reviews are concentrated on a few keys sites, the below chart shows that it is critical for luxury brands to manage their reputation on multiple channels in order to maximize revenue. TripAdvisor continued to be the largest online review source, generating 28% of the total volume of published reviews (versus 31% the previous year). Booking.com overtook Facebook to become the second largest review source for luxury hotels, more than doubling review volume within the year and increasing its source share dramatically from 17% to 26%. Qunar, a popular Chinese travel search site, gained traction. Generating four times more luxury guest reviews than in the previous period, Qunar improved from 11th to 6th place, moving ahead of Hotels.com in the review sites ranking. All of the review sites in the Top 20 experienced growth in luxury hotel review volume yearon-year apart from Facebook (-8%), Agoda (-25%) and Holidaycheck (-13%).

Top 20 Review Sites # of Luxury Hotel Reviews TripAdvisor

545,479

Booking.com

502,424

Facebook

256,884

Ctrip

181,851

Expedia

72,685

Qunar

67,475

Hotels.com

67,406

Agoda eLong HolidayCheck

30,392 20,680

Google

20,105

Priceline

20,081

Mangocity Wotif

25

47,076

14,239 11,917

Otelpuan

9,739

Orbitz

8,051

Jalan

7,303

Dianping

6,594

Bestchinahotel

5,565

Rakuten

5,397

Review Volume by Country The analysis showed that hotel guests from more than 100 countries wrote online reviews about their experience at luxury hotels around the globe. However, 63% of the total number of reviews were generated by guests from just 10 countries. Each of the 10 countries generating the most online reviews showed growth in the volume of reviews compared to the previous year. For the second year running, luxury hotel guests from the USA wrote the highest overall volume of online reviews. Chinese visitors followed closely behind, generating only 5% fewer reviews than American guests, thanks to a +83% growth year-on-year. The study also revealed guests from United Arab Emirates as an emerging important audience in the luxury hotel market. With a +76% growth in review volume, they took third place in front of the UK.

Top 10 Countries by Review Volume

311.935 China

327.832

(+83% YoY)

126.563

USA

Arab Emirates

(+23% YoY)

(+76% YoY)

92.938

(+10% YoY)

66.456

(+7% YoY)

(+32% YoY)

Thailand

57.450 Mexico

78.821

Spain

(+54% YoY)

46.918 Germany

(+16% YoY)

26

54.255

India (+37% YoY)

55.319

Hong Kong

UK

(+28% YoY)

Top 10 Languages for Reviews This year’s study showed that English continued to be the most common language used to write online reviews for luxury hotels. Despite this, brands worldwide will increasingly need to be able to correctly interpret the views and feelings expressed in reviews written in different languages, especially Chinese.

Top 10 Languages for Reviews 1 2 3 4 5

English Chinese German French Spanish

6

Japanese Arabic Russian Portuguese Italian

7 8 9 10

769,864 259,273 64,471 54,380 48,467 42,732 33,478 29,410 25,569 24,166

Average Review Statistics per Luxury Hotel On average, luxury hotels received 836 online reviews each per year. 80% of reviews were positive1, indicating that the average luxury hotel guest is delighted with their stay. However, 20% of reviews for luxury hotels were either neutral or negative, reinforcing the opportunity that exists for brands to leverage Guest Intelligence to drive operational and service improvements to reach the ultimate level of perfection. Luxury hotels responded online to less than 40% of reviews, again identifying room for improvement. In the following page, we discuss in more detail the importance of responding to reviews.

Review Data per Hotel Average # Reviews per Year

671

# Neutral Reviews

122

# Negative Reviews % Management Response Rate

1. 

836

# Positive Reviews

43 38.7%

Reviews were classified as follows: Positive (score between 80% - 100%), Neutral (score between 60% - 79%) and Negative (score of 59% or less).

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Positive & Negative Mentions By far, the three concepts that generated the highest volume of positive mentions were Room, Hotel and Staff (>400,000 positive mentions each). Not surprisingly, Value was the concept leaving guests feeling the least satisfied, generating 35,827 negative comments followed by food with 28,913.

Top 5 Concepts

Bottom 5 Concepts

Concept # Mentions % Positive % Negative 1 Room

521,520

2 Hotel

Concept # Mentions % Positive % Negative

85%

15%

1 Value

80,384

55%

45%

483,123

91%

9%

2 Food

224,110

87%

13%

3 Staff

435,668

95%

5%

3 Bathroom

88,020

80%

20%

4 Location

248,284

96%

4%

4 Breakfast

133,084

87%

13%

5 Service

239,924

90%

10%

5 Pool

118,103

87%

13%

Importance of Responding Online to Reviews Various studies using ReviewPro data have shown a link between a hotel’s GRITM and its Management Response Rate (i.e. the percentage of online reviews that a hotel publishes a response to). The analysis in this report showed that a similar link exists for luxury hotels. Within the total sample of 2,330 hotels, the Top 25 Luxury Hotels responded to an average of 56% of reviews online and had an average GRITM of 97.4%. The 25 Luxury Hotels with the lowest level of guest satisfaction responded on average to only 17% of reviews online and had an average GRITM of 66.8%. Based on these findings, it is advisable for luxury hotels to have a clear process in place for responding to online reviews in order to help improve rankings on review sites and OTAs as well as drive guest satisfaction.

Link between GRITM & Management Response Rate Top 25 Hotels

(avg. GRITM of 97.4%)

Bottom 25 Hotels (avg. GRITM of 66,8%)

17% Management Response Rate

28

56%

Index of Brands Brand

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Page Numbers

Adrian Hoteles

5, 12, 13, 14, 16

AKA Hotels

9, 15

Aldemar Resorts

5, 17

Alila Hotels

14

Anantara Hotels Resorts & Spas

5, 6, 18, 19, 20, 21, 22, 23

Andaz Hotels

5, 12, 15, 16

Apex Luxury Hotels

13, 14, 16

Armani Hotels & Resorts

15, 16

Baglioni Hotels

16

Bahia Principe Hotels & Resorts

14

Banyan Tree

5, 18, 19, 20, 21, 22

Belmond

4, 5, 6, 7, 8, 9, 10, 18, 19, 20, 21, 22, 23

Capella Hotels and Resorts

5, 7, 10, 12, 13, 14, 15, 16

Club Quarters Hotels

5, 17

Como Hotels and Resorts

5, 6, 7, 12, 13, 14, 16

Conrad Hotels & Resorts

5, 18, 19, 20, 21, 22

Constance Hotels and Resorts

5, 6, 10, 12, 13, 14, 15, 16

Corinthia Hotels Dorchester Collection

14

Doyle Collection

13, 14, 15, 16

Dreams Resorts and Spa

5, 17

Edition Hotels

5, 12, 13, 16

Elegant Hotels Group

5, 12, 13, 14

Fairmont Hotels & Resorts

5, 9, 18, 19, 20, 21, 22, 23

Firmdale Hotels

5, 12, 13, 15, 16

Four Seasons

5, 6, 7, 9, 10, 11, 18, 19, 20, 21, 22

GHM

5, 12

Grand Hyatt

5, 18, 19, 20, 21, 22, 23

Grand Soluxe

19, 20, 21, 22

Guoman hotels

15

Hipotels Hotels & Resorts

5, 7, 8, 18, 19, 20, 21, 22

Iberostar The Grand Collection

5, 12, 13, 14, 15, 16

Imperial Hotels & Resorts

20

InterContinental Hotels & Resorts

5, 9, 11, 18, 19, 20, 21, 22, 23

Jaz Collection

5, 8, 18, 19, 20, 21, 22

Jumeirah Hotels

5, 7, 8, 10, 18, 19, 20, 21, 22

JW Marriott

5, 9, 18, 19, 20, 21, 22, 23

Kamuela

13, 14

Kempinski Hotels

4, 5, 6, 7, 8, 9, 10, 18, 19, 20, 21, 22

Langham Hotels and Resorts

5, 8, 12, 13, 14, 16

Library Hotel Collection

4, 5, 7, 12, 13, 14, 15, 16

Loews Hotels & Resorts

5, 11, 18, 19, 20, 21, 22, 23

Lotus Hospitality

5, 17

5, 12, 13, 15, 16

Index of Brands cont. Brand

30

Page Numbers

Majestic Hotel Group

5, 12, 13, 15, 16

Mandarin Oriental

5, 9, 10, 18, 19, 20, 21, 22, 23

ME by Meliá

5, 15, 17

Montage Hotels & Resorts

5, 9, 12, 13, 15, 16

Now Resorts & Spas

14

Oberoi Hotels & Resorts

5, 6, 7, 10, 12, 13, 14, 15, 16

Oetker Collection

5, 12, 15, 16, 17

One&Only Resorts

15, 16

Palace Resorts

13, 14

Park Hyatt

5, 9, 18, 19, 20, 21, 22, 23

Prince Hotels & Resorts

5, 18

Quorvus Collection

15

Raffles Hotels & Resorts

5, 12, 13, 14, 15, 16

Red Carnation Hotels

5, 12, 13, 14, 15, 16

RockResorts

5, 12, 13, 14, 15, 16, 17

Rosewood Hotels & Resorts

5, 7, 9, 12, 13, 15

Royal Tulip Hotels

5, 17

Secrets Resorts

5, 12, 13, 14

Shangri-La Hotels & Resorts

5, 18, 19, 20, 21, 22

Sofitel

5, 9, 11, 18, 19, 20, 21, 22

St. Regis Hotels

5, 18, 19, 20, 21, 22

Taj Hotels, Resorts and Palaces

5, 18, 19, 20, 21, 22

The Address Hotels & Resorts

14, 15, 16

The Luxury Collection

5, 18, 19, 20, 21, 22

The Peninsula Hotels

5, 12, 15, 16

The Ritz-Carlton

5, 10, 11, 18, 19, 20, 21, 22

Thompson Hotels

5, 17

Vincci Hoteles

14

Voyage Hotels

5, 12, 13, 14

W Hotels

5, 6, 18, 19, 21, 22

Waldorf Astoria Hotels & Resorts

5, 18, 19, 20, 21, 22, 23

Warwick International Hotels

5, 17

About ReviewPro Guest Intelligence

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