2016最佳豪华酒店和品牌报告（英文版）_35页_854kb

2016 Top Luxury Hotel & Brand Report Summary

Core Content

This report presents the results of an analysis of 2,713,414 online guest reviews from 2015, evaluating 2,690 luxury hotel properties across 159 global luxury hotel brands. The study focuses on enhancing guest satisfaction through the use of Guest Intelligence, which involves analyzing online reviews and satisfaction surveys to drive improvements in the hospitality industry. The report highlights the importance of leveraging this data to create guest-centric cultures and improve operational performance.

Main Points

• Guest Intelligence is essential for improving the guest experience, setting departmental goals, and increasing revenue performance.
• Online Reviews are a critical feedback channel for luxury hotels, with 89% of global travelers considering them important for booking decisions.
• A negative review can significantly impact a hotel's reputation, potentially leading guests to choose competitors.
• ReviewPro's Global Review Index™ (GRI) is a proprietary metric used to assess hotel and brand performance based on guest reviews from 175+ OTAs and review sites in 45 languages.
• The report divides brands into Large Luxury Brands (20+ hotels) and Small Luxury Brands (fewer than 20 hotels).
• The Top 25 Individual Luxury Hotels were evaluated across multiple categories including Service, Value, Location, Cleanliness, and Rooms.

Key Findings

• Belmont Palacio Nazarenas and Spicers Peak Lodge were the top individual luxury hotels with a GRI™ of 98.1%.
• Library Hotel Collection was the best performing Small Luxury Brand with a GRI™ of 96.1%.
• Four Seasons was the best performing Large Luxury Brand with a GRI™ of 93.2%.
• China saw a dramatic increase in reviews (+46% YoY) and had the most Top 100 rated luxury properties (23).
• TripAdvisor and Booking.com were the largest review sources, with Ctrip overtaking Facebook.
• The average number of reviews per hotel increased to 1,008, with 83% being positive.

Top Performers by Category

Overall Guest Satisfaction

• Belmont Palacio Nazarenas and Spicers Peak Lodge – 98.1%
• Las Ventanas al Paraíso, A Rosewood Resort – 97.7%
• The Oberoi Vanyavilas Ranthambhore – 97.7%
• The Privilege Floor @Lotus Blanc – 97.7%
• Aria Hotel Budapest – 97.5%

Service

• The Egerton House Hotel – 99.3%
• Portrait Roma – 99.3%
• The Privilege Floor @Borei Angkor – 99.2%
• The Privilege Floor @Lotus Blanc – 99.1%
• Belmond Le Manoir aux Quat’Saisons – 99.0%

Value

• Jaz Aquaviva Resort – 95.4%
• Lotus Blanc Resort – 94.9%
• Tamassa Resort – 94.8%
• Shangri-La's China World Hotel – 94.3%
• Hotel 41 – 94.3%

Location

• The Address Downtown Dubai – 99.3%
• Park Hyatt Milano and The Gritti Palace – 99.1%
• The Westbury Hotel, Park Hyatt Vienna, Park Hyatt Chicago, Four Seasons Resort Bora Bora – 99.0%
• The Peninsula Tokyo, Kempinski Hotel Moika 22, Hotel Grande Bretagne, Four Seasons Hotel George V, Paris – 98.8%

Cleanliness

• Belmond Le Manoir aux Quat’Saisons and The Langham Chicago – 99.6%
• Rosewood Mayakoba and Six Senses Latitude Laamu – 99.4%
• Taj Exotica Resort & Spa, Rosewood Hotel Georgia – 99.2%
• Raffles Istanbul, The Legion Bali – 99.1%
• Casablanca Hotel, Ararat Park Hyatt Moscow, Tambo del Inka, a Luxury Collection Resort & Spa, Four Seasons Hotel Istanbul At The Bosphorus, Kempinski Hotel Cathedral Square, Raffles Dubai – 99.0%

Rooms

• Rosewood Mayakoba and Naladhu Resort Maldives – 98.9%
• Voyage Turkbuku – 98.6%
• Tambo del Inka, a Luxury Collection Resort & Spa – 98.5%
• Constance Moofushi Maldives – 98.4%
• Six Senses Yao Noi, InterContinental Nha Trang, Constance Le Prince Maurice – 98.3%

Most Improved Individual Luxury Hotels

• Nautilus, a SIXTY Hotel – +44.6% increase in GRI™
• Pentahotel Paris CDG – +17.0%
• Dreams Sands Cancun Resort & Spa – +14.4%
• InterContinental New Orleans – +12.9%
• The Confidante – +12.7%
• Trump National Doral Miami – +12.7%
• Aangsana Xi'an Lintong – +10.6%
• W Chicago Lakeshore – +10.3%
• Allegro Cozumel Resort – +10.1%
• Banyan Tree Yangshuo – +9.7%

Top 25 Small Luxury Brands

• Library Hotel Collection – 96.1%
• Oetker Collection – 95.9%
• Innotality – 95.1%
• Spicers Retreats – 95.0%
• GHM – 94.7%
• Constance Hotels and Resorts – 94.5%
• Oberoi Hotels & Resorts – 94.4%
• Montage Hotels & Resorts – 94.3%
• Capella Hotels and Resorts – 94.2%
• The Peninsula Hotels – 94.0%
• Red Carnation Hotels – 94.0%
• COMO Hotels and Resorts – 93.6%
• Bulgari Hotels & Resorts – 93.5%
• Raffles Hotels & Resorts – 93.3%
• Voyage Hotels – 93.3%
• Regent Hotels & Resorts – 93.1%
• Firmdale Hotels – 93.0%
• Langham Hotels & Resorts – 92.9%
• Rosewood Hotels and Resorts – 92.9%
• Iberostar The Grand Collection – 92.9%
• Warwick Hotels and Resorts – 92.9%
• Loews Hotels & Resorts – 92.9%
• Sofitel Luxury Hotels – 92.9%
• Armani Hotels – 92.9%
• RockResorts – 92.9%
• Derby Hotels Collection – 92.9%
• JW Marriott – 92.9%
• InterContinental Hotels Group – 92.9%
• Waldorf Astoria Hotels & Resorts – 92.9%
• Shangri-La Hotels & Resorts – 92.9%
• Jumeirah – 92.9%
• Anantara Hotels Resorts & Spas – 92.9%
• Belmond – 92.9%
• St. Regis Hotels & Resorts – 92.9%
• The Luxury Collection – 92.9%
• Fairmont Hotels & Resorts – 92.9%
• Sofitel London St James – 98.7%
• Mandarin Oriental, Las Vegas – 98.6%