2015最佳豪华酒店和品牌报告_32页

2015 Top Luxury Hotel & Brand Report Summary

Core Content

This report, published by ReviewPro, evaluates the performance of luxury hotels and brands based on online guest reviews from 2014. It includes the Global Review Index™ (GRI™), a proprietary metric that measures guest satisfaction across various categories such as Service, Value, Location, and Cleanliness. The report covers 2,330 luxury properties across 117 brands, with a focus on individual hotels, small luxury brands, and large luxury brands.

Main Points

• Guest Intelligence: Online reviews and guest satisfaction data are crucial for luxury hotels to improve their online reputation and guest experience.
• ORM Investment: 89% of global travelers consider online reviews important for booking decisions, and 60% of hotels plan to invest more in ORM in 2015.
• GRI™ Calculation: The GRI™ is calculated using a proprietary algorithm from 142 OTAs and review sites in 45 languages.
• Performance Metrics: The report highlights overall guest satisfaction scores and the link between GRI™ and Management Response Rate.

Key Findings

• Top Performers:

  • Individual Luxury Hotel: Olare Mara Kempinski, Masai Mara (GRI™ 99.0%)
  • Small Luxury Brand: Library Hotel Collection (GRI™ 95.3%)
  • Large Luxury Brand: Belmont (GRI™ 93.0%)

• Average GRI™ Scores:

  • Top 25 Small Luxury Brands: 92.2%
  • Top 25 Large Luxury Brands: 89.1%

• Review Trends:

  • Luxury hotels saw a 36% increase in online reviews compared to the previous year.
  • TripAdvisor remained the largest review source (28% of total reviews), while Booking.com surpassed Facebook to become the second largest.
  • China, the United States, and the United Kingdom had the most Top 100 rated luxury properties.
  • Dubai overtook London as the most reviewed city.

• Improvement in Reputation:

  • The Top 25 Individual Luxury Hotels had an average GRI™ of 97.4%, while the lowest performing had an average of 66.8%.
  • The Top 10 Most Improved Individual Luxury Hotels included Loews Regency, New York (+35% increase in GRI™) and Sofitel Malabo President Palace.

Top Luxury Hotels by Category

Top 25 Individual Luxury Hotels

• Olare Mara Kempinski, Masai Mara (99.0%)
• 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%)
• 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%)
• Hipotels Hipocampo Playa Hotel (93.9%)
• Hotel Jen Brisbane (93.8%)
• The Royal Begonia, A Luxury Collection Resort Sanya (93.7%)
• Sol Y Mar Ivory Suites (93.1%)
• Kempinski Hotel Cathedral Square (93.1%)

Top 25 by Service

• Taj Mahua Kothi (100.0%)
• Four Seasons Tented Camp Golden Triangle (99.6%)
• Sensimar Makadi (99.3%)
• Portrait Suites (99.3%)
• Jumeirah Hotels at Etihad Towers - Residences (99.2%)
• Naladhu Resort Maldives (99.2%)
• Hotel Bushmans Kloof Wilderness Reserve (99.1%)
• The Oberoi Vanyavilas Ranthambhore (99.1%)
• The Chedi Club Tanah Gajah, Ubud, Bali (99.0%)
• Jaz Solaya (98.9%)
• Belmond Palacio Nazarenas (98.9%)
• Four Seasons Resort Chiang Mai (98.6%)
• Rosewood Inn of the Anasazi (99.3%)
• Hotel du Cap Eden-Roc (99.2%)
• Four Seasons Hotel Lion Palace St. Petersburg (99.4%)
• Four Seasons Resort Seychelles (99.3%)
• Constance Le Prince Maurice (99.4%)
• Oberoi Mauritius (99.2%)

Top 25 by Value

• U Sapa (100.0%)
• Olare Mara Kempinski Masai Mara (96.5%)
• Steigenberger Makadi Hotel (96.3%)
• Angsana Riads Collection Morocco - Riad Bab Firdaus (96.3%)
• Jaz Samaya Beach (96.0%)
• Jaz Dar El Madina (95.5%)
• African Pride The Sands At St Francis Bay (95.4%)
• Taj Umaid Bhawan Palace (94.9%)
• Grand Hotel La Favorita (94.8%)
• Belmond Palacio Nazarenas (94.1%)
• The Langham, Sydney (93.9%)
• Hipotels Hipocampo Playa Hotel (93.9%)
• Hotel Jen Brisbane (93.8%)
• Royal Begonia, A Luxury Collection Resort Sanya (93.7%)
• Sol Y Mar Ivory Suites (93.1%)
• Kempinski Hotel Cathedral Square (93.1%)

Top 25 by Location

• AKA Rittenhouse Square (100.0%)
• Olare Mara Kempinski Masai Mara (99.9%)
• InterContinental Dar Al Tawhid Makkah (99.8%)
• Mandarin Oriental, Munich (99.7%)
• Sofitel Dietetique Quiberon (99.6%)
• Four Seasons Old City (99.6%)
• Belmond Palacio Nazarenas (99.6%)
• Hotel Gritti Palace (99.5%)
• Four Seasons Hotel Gresham Palace Budapest (99.4%)
• Sofitel Legend Old Cataract Aswan (99.4%)
• Montage Beverly Hills (99.4%)
• 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%)
• 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 (99.3%)
• Capella Pedregal (99.2%)
• Hotel Bushmans Kloof Wilderness Reserve (99.2%)
• The Oberoi Mauritius (99.2%)
• Belmond Le Manoir aux Quat' Saisons (99.2%)
• Angsana Xi'an Lintong (99.1%)
• Four Seasons Hotel Firenze (99.1%)
• Six Senses Latitude Laamu (99.0%)
• The Canyon Suites At The Phoenician (99.0%)
• The Oberoi, Gurgaon (99.0%)
• Wildflower Hall (99.0%)

Top 25 by Cleanliness

• Four Seasons Resort Dubai at Jumeirah Beach (100.0%)
• Mandarin Oriental, Bodrum (100.0%)
• The Ritz-Carlton Kyoto (100.0%)
• The Oberoi Vanyavilas Ranthambhore (99.9%)
• Naladhu Resort Maldives (99.9%)
• Hotel du Cap Eden-Roc (99.5%)
• Aria Hotel (99.5%)
• 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%)
• 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 (99.3%)
• Capella Pedregal (99.2%)
• Hotel Bushmans Kloof Wilderness Reserve (99.2%)
• The Oberoi Mauritius (99.2%)
• Belmond Le Manoir aux Quat' Saisons (99.2%)
• Angsana Xi'an Lintong (99.1%)
• Four Seasons Hotel Firenze (99.1%)
• Six Senses Latitude Laamu (99.0%)
• The Canyon Suites At The Phoenician (99.0%)
• The Oberoi, Gurgaon (99.0%)

Most Improved Individual Luxury Hotels

• 1. Loews Regency, New York (+35% increase in GRI™)
• 2. Sofitel Malabo President Palace
• 3. Hotel Cabrera Imperial, Bogota
• 4. Four Seasons Hotel Cairo at the First Residence
• 5. Loews Vanderbilt Hotel
• 6. Jacir Palace Hotel
• 7. InterContinental Tamanaco Caracas
• 8. The Ritz-Carlton, Dubai
• 9. InterContinental Amman, Jordan
• 10. Trump Hotel Collection Doral Golf Resort

Small Luxury Brands

• Top 25 Small Luxury Brands all achieved GRI™ scores above 90%.
• Library Hotel Collection led with a GRI™ of 95.3%, followed by Constance Hotels and Resorts (94.4%) and Red Carnation Hotels (94.0%).

Large Luxury Brands

• The report also highlights the performance of large luxury brands, with Belmond leading in individual hotels and Belmont in large brands.
• The average GRI™ for large luxury brands was 89.1%, significantly lower than small luxury brands.

Additional Insights

• The Top 100 Hotels by Geography included properties from China, the United States, and the United Kingdom.
• The Top 20 Review Sites and Review Volume by Country were also analyzed, with TripAdvisor and Booking.com being the most significant.
• The Top 10 Languages for Reviews included English, Chinese, Spanish, French, and others.
• Positive and Negative Mentions were analyzed to understand guest sentiment.
• There was a clear link between GRI™ and Management Response Rate, with higher response rates correlating with higher satisfaction scores.