Industry Update
Supplier News30 July 2008

Hilton Family of Hotels Announces Top Rankings in J.D. Power and Associates Awards

Embassy Suites and Homewood Suites by Hilton Earn Top Rankings in Respective Segments

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Hilton Hotels Corporation


BEVERLY HILLS, Calif. – The Hilton Family of Hotels has received two highest-ranking awards in the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Index Study(SM), as such:

  • Embassy Suites Hotels has received "Highest Guest Satisfaction Among Upscale Hotel Chains" and has placed highest for an unprecedented seventh time overall in the study in the Upscale segment; and
  • Homewood Suites by Hilton has received the "Highest Guest Satisfaction Among Extended Stay Hotel Chains" having achieved the recognition for the sixth time (tied for highest in 2004)

Embassy Suites Hotels, the nation's leading all-suite upscale hotel brand, has ranked highest in the upscale segment with the "Highest Guest Satisfaction Among Upscale Hotel Chains" award in the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Index StudySM. This represents the seventh time the brand has received the highest ranking award overall, including highest ranking in the all-suite segment prior to 2001. Embassy's placement was an impressive seven points higher than its closest competitor in the Upscale Hotel Chains segment.

"As the only hotel brand to receive a highest-ranking award seven times, the results underscore that our commitment to superior product and service continues to resonate with customers," said Jim Holthouser, senior vice president – brand management, Embassy Suites Hotels. "It is extremely gratifying for our brand to be recognized by J.D. Power and Associates as an industry leader in guest satisfaction within the Upscale Hotel Chains category. We especially applaud the wholehearted commitment by owners and team members to help bring this recognition to fruition."

Embassy's "20|10" brand enhancement plan has introduced new elements of service and product delivery including Embassy BusinessLink™ Business Centers and EmbassyDirect® Registration Kiosks featuring airline boarding pass printing in all properties. The program also has introduced fresh elements to augment the brand's position in the upscale category, including their new Embassy Essentials bedding program and contemporary Bloom Bath amenities. During the past year extensive renovations within many properties in key markets have helped to promote greater consistency across all hotels within the brand.

According to the study, Embassy Suites Hotels received the highest ratings in four of seven key measures of guest experience with special attention in the following areas: reservations, check-in/check-out, food and beverage, and costs and fees.

Homewood Suites by Hilton, the international brand of more than 235 all-suite residential-style hotels, continues to dominate the extended stay category, receiving its sixth award out of the segment's eight-year history with its recognition as "Highest in Guest Satisfaction Among Extended Stay Hotel Chains" in the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Index StudySM. The recognition spotlights the brand's unwavering focus on top quality and guest satisfaction underscored by its highest ratings in six of seven key measures of the hotel experience; specifically, reservations, check-in/check-out, guest room, hotel services, hotel facilities, and costs and fees.

"We are honored to once again be awarded J.D. Power and Associates' top award for a sixth time," said Rebecca Wyatt, senior vice president – brand management, Homewood Suites by Hilton. "Our hotel team members are pivotal in providing a consistently exceptional guest experience to our travelers and for bringing to life the core attributes of the Homewood Suites brand – we couldn't have done this without them and the ongoing support of our owners."

Homewood Suites by Hilton continues to lead the hotel industry as an innovative brand. In the previous year, it launched a Web-based Suite Selection tool which allows guests to view a specific hotel floorplan, the suites available, choose the exact location of a requested suite, and check-in online before arriving. In 2007, Homewood Suites launched a Mobile Learning training program utilizing video iPodsâ, allowing team member skill enhancement to more than 6,000 property-level employees. And most recently, the brand introduced a children's book series based on its mascot, Lewis the Duck. The series takes a unique approach in explaining business travel to children; helping to answer commonly-asked questions in an easy-to-understand manner.

This J.D. Power and Associates award is one of many for Homewood Suites in the previous year, including placing number one in the Upscale Extended Stay Hotel category in Business Travel News' 2008 hotels rankings by corporate travel buyers; number one in the Market Metrix Hospitality Index for every quarter of 2007; "Best Bang for the Buck" in the 2007 Zagat Survey; and the "Extra Mile" Award for the brand's Suite Selection reservation tool by Budget Travel magazine.

Launched in 1989, the Homewood Suites by Hilton brand today has more than 235 hotels open with approximately 140 in the development pipeline. The brand offers complimentary high-speed Internet access, daily Suite Startâ hot breakfast, and a Welcome Homeâ reception featuring a light meal and beverages, Monday through Thursday. Beyond its spacious suites and home-like amenities, Homewood Suites guests can find at each hotel an on-site Suite Shopâ convenience store, exercise facility and guest laundry at most locations. Additional guest services include a complimentary grocery shopping service* and a complete business center at most locations.

*Guest pays for groceries. Other restrictions apply.

Hilton and Doubletree Improve Placement Within "Upscale Hotel Chains" Segment

Hilton Hotels & Resorts and Doubletree Hotels, Suites, Resorts & Clubs both improved rankings in the "Upscale Hotel Chains" segment in the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Index StudySM, as such: the Hilton brand improved from seventh to sixth placement, with a position two points above the segment average. The Doubletree brand improved from ninth to seventh placement with a significant 10-point year-over-year increase, the most improved brand in the segment.

About the J.D. Power and Associates Hotel Guest Satisfaction Study

The 2008 North America Hotel Guest Satisfaction Index Study is based on responses from 53,453 guests who stayed in a hotel between May 2007 and June 2008, a 12% increase over the 2007 study.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction.The firm's quality and satisfaction measurements are based on responses from millions of consumers annually.For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About Hilton Family of Hotels

Combined with its Hilton HHonors® guest reward program, cross-selling, a worldwide sales force and OnQ® technology that facilitates recognition of guest preferences, the Hilton Family of Hotels value proposition dramatically increases guest loyalty. As a result, all of the award-winning brands command significant RevPAR premiums over their respective competitive sets.

The Hilton Family of Hotels implements several quality assurance programs, including substantial investment in consumer research annually. The research includes proprietary tracking studies such as SALT (Satisfaction and Loyalty Tracking) and several custom research projects to maximize understanding of consumer trends in total hotel quality and customer satisfaction.

Hilton HHonors membership, earning of Points & Miles®, and redemption of points are subject to HHonors Terms and Conditions.

About Hilton Hotels Corporation

Hilton Hotels Corporation is the leading global hospitality company, with more than 3,000 hotels and 500,000 rooms in 74 countries, with more than 135,000 team members worldwide. The company owns, manages or franchises some of the best known and highly regarded hotel brands including Hilton®, Conrad® Hotels & Resorts, Doubletree®, Embassy Suites Hotels®, Hampton Inn®, Hampton Inn & Suites®, Hilton Garden Inn®, Hilton Grand Vacations™, Homewood Suites by Hilton® and The Waldorf=Astoria Collection™.

Hilton Hotels Corporation is an Official Sponsor of the U.S. Olympic Team, which will extend through the 2010 Olympic and Paralympic Winter Games in Vancouver, the 2012 Olympic and Paralympic Games in London, the 2010/2012 U.S. Paralympic Team and the 2011 U.S. Pan American Team.

The Hilton Family of Hotels adheres to founder Conrad Hilton's philosophy that, "It has been, and continues to be, our responsibility to fill the earth with the light and warmth of hospitality." The company put a name to its unique brand of service that has made it the best known and most highly regarded hotel company: be hospitable®. The philosophy is shared by all brands in the Hilton Family of Hotels, and is the inspiration for its overarching message of kindness and generosity.

For more information about the company, please visit

Kendra Walker
Vice President - Brand Communications
Phone: 310-205-4017
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