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Hilton Passes Marriott in Customer Satisfaction, Hyatt Plunges

Five Diamond Hospitality — Tue, 26 May 2009 22:22:38 +0000

In the newest results (First Quarter 2009, released May 19, 2009), The American Customer Satisfaction Index is reporting that Hilton Hotels has passed Marriott Hotels in customer satisfaction. The ACSI ranks different types of businesses each quarter in customer satisfaction. This quarter they ranked hotels, airlines, cable television, fast food, and utility companies. The hotel scores come out once per year. You can read the full report at their website.

Hilton scored a 79 (a 1 percent increase) while Marriott scored a 77 (a 1 percent decrease). Hyatt’s scores have plunged 5 percent since last year and now two budget brands (Choice Hotels and Best Western) actually scored higher. Wyndham scored the worst of any hotel. Here are the 2009 rankings from best to worst:

Hilton
Marriott
Choice Hotels
Best Western
InterContinental
Hyatt
Starwood
Wyndham

Overall, despite the rough times that hotels have faced in the last year, the average score in the industry remains unchanged. However, that is mainly due to guest’s satisfaction with the budget hotels. Both Choice Hotels and Best Western had a 7 percent increase since last year.

Our take: Guest are certainly demanding more and it shows. While it is great to see that overall satisfaction is unchanged, it is tough to see that the budget brands are passing the luxury hotels. Once luxury brands lose guests to budget brands, it is very difficult to get them back. What do you think? Is your hotel losing guests to another brand? Post your comments below!

Owner of Marriott Downtown Los Angeles Files for Bankruptcy

Five Diamond Hospitality — Thu, 16 Apr 2009 00:43:11 +0000

Just a sign of the tough times the hotel business is facing. The LA Times is reporting that the owner of the Downtown L.A. Marriott has filed for bankruptcy in an attempt to keep the hotel open for business.

The hotel has been owned by Ezri Namvar since 2007.

The hotel is located in the heart of downtown Los Angeles’ financial district and is very close the LA Live.

It is a great hotel and we wish them luck.

Three Hotel Brands Named Customer Service Champs by BusinessWeek

Five Diamond Hospitality — Tue, 03 Mar 2009 19:20:48 +0000

Four Seasons Hotels & Resorts (12th place), Ritz-Carlton (5th), and JW Marriott (25th) all made the top 25 of BusinessWeek’s annual best companies for customer service. All three hotel brands received an ‘A’ on both Quality of Staff and Efficiency of Service. All three also scored about 50 percent on Definitely Would Recommend Brand. JW Marriott did the best on Will Definitely Repurchase by scoring 48 percent, a tremendous score for a hotel.

Other travel companies that made the list were Jetblue Airlines (19) and Enterprise Rent-A-Car (16).

To view the full list on BusinessWeek’s website, click here.