The FINANCIAL — Marriott International, Inc.’s luxury brands, The Ritz-Carlton Hotel Company LLC and JW Marriott Hotels & Resorts, were once again recognized by travelers for high guest satisfaction in the J.D. Power 2015 North America Hotel Guest Satisfaction Index Study. The Ritz-Carlton Hotel Company has been named the #1 luxury brand for the seventh year and currently has the highest ranking achieved to-date by any luxury brand. JW Marriott Hotels & Resorts moved-up 23 points in the ranking and was awarded third place well ahead of other notable luxury brands. Just recently, the JW Marriott brand celebrated its first resort in Europe, the 250-room JW Marriott Resort & Spa in Venice, Italy on the private island of Isola delle Rosa.
“We are thrilled that our luxury brands are setting the standard for discerning travelers around the world. Our guest experience is crucial to our continued success and leadership position,” says Mitzi Gaskins, Vice President, Luxury Brand Management, Marriott International. “To receive such prestigious recognition is a testament to the hard work and genuine care and dedication of our associates around the world. We are extremely proud of them all.”
The J.D. Power study, now in its 17th year, measures overall hotel guest satisfaction across seven hotel segments including luxury, upper upscale, upscale, upper midscale, midscale, economy/budget and extended stay. It looks closely at guest engagement and satisfaction over seven guest touch points, including the reservation process, check-in/check-out efficiency, guest-room accommodations, food and beverage, costs/fees, hotel services and facilities. The report found that when hotel staff anticipates the services desired and prevents problems, guests’ experiences were significantly improved, according to Marriot News Centre.
Marriott International’s luxury portfolio currently includes The Ritz-Carlton Hotel Company, BVLGARI Hotels & Resorts, EDITION Hotels, JW Marriott Hotels & Resorts and Ritz-Carlton Reserve.With over 170 luxury hotels and resorts in Marriott International’s worldwide portfolio, the company’s award-winning luxury brands are the industry’s leading global portfolio of luxury hotels. Marriott International plans to grow to more than 200 world-class properties by the end of 2016.