2014最佳豪华酒店和品牌报告（英文版）_16页_338kb

2014 Top Luxury Hotel & Brand Report Summary

Core Content and Overview

This report, published by ReviewPro in March 2014, highlights the performance of luxury hotels and brands globally based on guest reviews. It emphasizes the growing importance of online reputation management (ORM) in the hospitality industry, particularly for luxury properties, where 93% of guests are influenced by reviews. ReviewPro analyzed 839,593 reviews from 1,692 luxury properties across 84 brands, sourced from over 100 online travel agencies (OTAs) and review sites in 45+ languages.

Main Points and Key Findings

• Online Reputation Importance: ORM is now essential for increasing guest satisfaction and revenue. A 1% increase in the Global Review Index (GRI) correlates with a 1.42% increase in RevPAR.
• Review Distribution: In 2013, luxury brands saw a 35% surge in the number of reviews compared to 2012. 82% of reviews were positive, 12.7% neutral, and 5.3% negative.
• GRI Comparison: The average GRI for small luxury brands was 2.9% higher than for large brands.
• Top Performing Countries: India, the United States, and China had the largest number of Top 100 rated luxury properties.

Top 25 Performers

Top Individual Hotels

1. Palacio Nazarenas, Orient-Express, Cusco
2. Northern Belle, Orient-Express
3. A Rosewood Resort, Jumby Bay
4. The Oberoi Vanyavilas, Ranthambhore
5. Four Seasons Tented Camp, Golden Triangle
6. Wildflower Hall, Shimla in the Himalayas
7. CordeValle, Rosewood Resort, San Martin
8. The Oberoi, Mauritius
9. Olare Mara Kempinski, Masai Mara
10. Las Ventanas al Paraiso, Los Cabos
11. The Oberoi, Sahl Hasheesh
12. Four Seasons Resort, Bora Bora
13. St. Regis Punta Mita Resort
14. Rosewood Hotel, Georgia
15. Six Senses Hotel, Yao Noi
16. Kempinski Hotel, Cathedral Square
17. Constance Hotel, Tsarabanjina
18. The House, Istanbul
19. The Inn, Palmetto Bluff
20. Portrait Suites, Rome
21. Mandarin Oriental, Guangzhou
22. Taj Lake Palace, Udaipur
23. Anantara Xishuangbanna Resort & Spa
24. The Oberoi Udaivilas, Udaipur
25. Capella Pedregal, Cabo San Lucas

Top Small Brands

1. Constance Hotels
2. Capella Hotels
3. Montage Hotels
4. Firmdale Hotels
5. Andaz Hotels
6. Rock Resorts
7. Raffles Hotels
8. Peninsula Hotels
9. Dorchester Collection
10. Adrian Hotels
11. Elegant Hotels
12. Lungarno Hotels
13. Regalia Hotels
14. Mokara Hotels
15. Regent Hotels
16. Zoetry Wellness & Spa Resorts
17. Six Senses Hotels
18. Doyle Collection
19. U Hotels
20. The Leela Palace Hotels
21. One & Only Hotels
22. Edition Hotels
23. Kamuela Hotels
24. Secrets Hotels
25. AKA Hotels

Top Large Brands

1. Oberoi Hotels
2. Four Seasons Hotels
3. Orient-Express Hotels
4. Park Hyatt Hotels
5. Taj Hotels
6. St. Regis Hotels
7. Mandarin Oriental
8. Jumeirah Hotels
9. Banyan Tree Hotels
10. Jaz Hotels
11. Conrad Hotels
12. Ritz-Carlton
13. Shangri-La Hotel
14. Kempinski Hotels
15. Hiphotels
16. Luxury Collection
17. JW Marriott
18. Sofitel Hotels
19. Grand Hyatt Hotels
20. Fairmont Hotels
21. Rosewood Hotels
22. Waldorf Hotels
23. Loews Hotels
24. Soluxe Hotels
25. W Hotels

Top 10 Most Improved Brands

Top Hotels

1. JW Marriott Hotel, Cusco
2. Gritti Palace Hotel, Venice
3. Beppuwan Royal Hotel, Oita
4. C H Hotel, Chiang Mai
5. Conrad Hotel, Seoul
6. Sofitel Arc de Triomphe, Paris
7. D'Inghilterra Hotel, Rome
8. W Singapore Sentosa Cove
9. Jaz Mirabel Park, Sharm El Sheikh
10. Jaz Little Venice Golf Resort, Ain Sokhna

Top Small Brands

1. Gouman Hotels
2. Royal Demeure Hotels
3. Demeure Hotels
4. Montage Hotels
5. Doyle Collection
6. Regent Hotels
7. Baglioni Hotels
8. Andaz Hotels
9. Adrian Hotels
10. Elegant Hotels

Top Large Brands

1. Orient-Express Hotels
2. Jaz Hotels
3. Kempinski Hotels
4. Grand Hyatt Hotels
5. St. Regis Hotels
6. JW Marriott
7. Taj Hotels
8. Anantara Hotels
9. Sofitel Hotels
10. Waldorf Hotels

Top 25 by Service Index

1. The Oberoi, Dubai - 99.3%
2. Four Seasons Tented Camp Golden Triangle - 99.2%
3. Palacio Nazarenas, Orient-Express, Cusco - 99.2%
4. Coworth Park Hotel, Ascot - 98.9%
5. Regent Hotel, Bali - 98.9%
6. Taj Pashan Garh, Panna - 98.7%
7. Sol Y Mar Makadi Sun, Makadi Bay - 98.6%
8. Las Ventanas al Paraiso, Rosewood Resort - 98.5%
9. Jaz Makadi Bayview Hotel, Makadi Bay - 98.3%
10. Anantara Resort, Golden Triangle - 98.2%
11. Jaz Makadi Star & Spa, Makadi Bay - 98.1%
12. Four Seasons Hotel, Denver - 98.9%
13. Rosewood Hotel, Georgia - 97.8%
14. Olare Mara Kempinski, Masai Mara - 97.8%
15. JW Marriott Hotel, Ankara - 98.7%
16. Fairmont, Baku - 98.8%
17. Four Seasons Hotel Gresham Palace Budapest - 98.7%
18. Savute Elephant Camp, Orient-Express - 98.5%
19. Rosewood Mayakoba, Quintana Roo - 98.5%
20. Andaz Maui at Wailea, Mavi - 98.5%
21. The Ritz Carlton, Moscow - 98.8%
22. Four Seasons Resort, Bora Bora - 98.9%
23. Wildflower Hall, Shimla in the Himalayas - 98.5%
24. The Oberoi, Sahl Hasheesh - 98.7%
25. The House, Istanbul - 98.7%

Top 25 by Value Index

1. Mint Hotels - 90.8%
2. Kamuela Hotels - 89.1%
3. U Hotels - 88.8%
4. Secrets Hotels - 86.5%
5. Zoetry Wellness & Spa Resorts - 86.5%
6. Doyle Collection - 86.4%
7. Capella Hotels - 85.8%
8. Constance Hotels - 85.8%
9. Now Hotels - 85.3%
10. Rock Resorts - 85.2%
11. Mokara Hotels - 85.1%
12. Montage Hotels - 85.1%
13. Adrian Hotels - 85.0%
14. Raffles Hotels - 85.0%
15. Lungarno Hotels - 84.6%
16. The Leela Palace Hotels - 84.6%
17. Elegant Hotels - 84.2%
18. African Pride Hotels - 84.0%
19. Regent Hotels - 84.0%
20. Peninsula Hotels - 83.9%
21. Andaz Hotels - 83.7%
22. Edition Hotels - 83.7%
23. Dorchester Collection - 83.6%
24. Firmdale Hotels - 83.6%
25. Dreams Resorts & Spas - 83.4%

Top 25 by Location Index

1. Montage Hotels - 97.3%
2. Lungarno Hotels - 97.0%
3. Andaz Hotels - 96.8%
4. Firmdale Hotels - 96.3%
5. AKA Hotels - 96.1%
6. Gouman Hotels - 96.1%
7. Peninsula Hotels - 95.5%
8. Edition Hotels - 95.5%
9. Capella Hotels - 95.0%
10. Dorchester Collection - 94.8%
11. Baglioni Hotels - 94.7%
12. ME Melía - 94.6%
13. Constance Hotels - 94.0%
14. Elegant Hotels - 93.9%
15. One & Only Hotels - 93.4%
16. Bulgari Hotels - 93.2%
17. Doyle Collection - 93.0%
18. Franklyn Hotels - 93.0%
19. Raffles Hotels - 93.0%
20. Thompson Hotels - 93.0%
21. Six Senses Hotels - 93.0%
22. Mokara Hotels - 92.7%
23. African Pride Hotels - 92.0%

Top 25 by Cleanliness Index

1. Firmdale Hotels - 98.0%
2. Montage Hotels - 97.8%
3. Dorchester Collection - 96.5%
4. Edition Hotels - 96.3%
5. Adrian Hotels - 96.2%
6. Mint Hotels - 96.2%
7. Andaz Hotels - 96.0%
8. Raffles Hotels - 96.0%
9. Capella Hotels - 95.9%
10. Peninsula Hotels - 95.8%
11. Constance Hotels - 94.9%
12. Doyle Collection - 94.8%
13. Regent Hotels - 94.4%
14. Mokara Hotels - 94.2%
15. The Leela Palace Hotels - 94.0%
16. Rock Resorts - 93.8%
17. Zoetry Wellness & Spa Resorts - 93.5%
18. Six Senses Hotels - 93.2%
19. One & Only Hotels - 93.0%
20. Baglioni Hotels - 93.0%
21. Bulgari Hotels - 92.7%
22. Secrets Hotels - 92.6%
23. U Hotels - 92.4%
24. Lungarno Hotels - 91.7%
25. African Pride Hotels - 91.4%

Best Performing Large Luxury Brands

• Top 25 Brands:

  1. Oberoi Hotels - 94.6%
  2. Four Seasons Hotels - 92.2%
  3. Orient-Express Hotels - 92.1%
  4. Park Hyatt Hotels - 91.3%
  5. Taj Hotels - 90.9%
  6. St. Regis Hotels - 90.8%
  7. Mandarin Oriental - 90.6%
  8. Jumeirah Hotels - 89.7%
  9. Banyan Tree Hotels - 89.6%
  10. Jaz Hotels - 89.5%
  11. Conrad Hotels - 89.4%
  12. Ritz-Carlton - 89.1%
  13. Shangri-La Hotel - 88.9%
  14. Kempinski Hotels - 88.8%
  15. Hiphotels - 88.6%
  16. Luxury Collection Hotels - 88.1%
  17. JW Marriott - 87.9%
  18. Sofitel Hotels - 87.7%
  19. Grand Hyatt Hotels - 87.4%
  20. Fairmont Hotels - 87.0%
  21. Rosewood Hotels - 86.2%
  22. Waldorf Hotels - 85.6%
  23. Loews Hotels - 83.7%
  24. Grand Soluxe Hotels - 83.0%
  25. W Hotels - 83.0%

• Top 10 Most Improved Large Brands:

  1. Orient-Express Hotels
  2. Jaz Hotels
  3. Kempinski Hotels
  4. Grand Hyatt Hotels
  5. St. Regis Hotels
  6. JW Marriott
  7. Taj Hotels
  8. Anantara Hotels
  9. Sofitel Hotels
  10. Waldorf Hotels

Conclusion

The report underscores the critical role of ORM in the luxury hotel sector, showing that guest reviews significantly influence consumer choices and brand performance. It highlights the top performers across various metrics such as GRI, Service Index, Value Index, Location Index, and Cleanliness Index, providing insights into which brands and properties excel in delivering exceptional guest experiences. The findings suggest that both small and large brands have opportunities to improve their online reputation through strategic use of analytics and guest feedback management.