J.D. Power and Associates last month released its 2009 European Hotel Guest Satisfaction Index Study, now in its fifth year.
For the second consecutive year, Steigenberger Hotels and Resorts came out at the top of the “upper upscale” segment, followed by Radisson BLU Hotels & Resorts, and Maritim Hotels.
The top-three upscale chains are Mövenpick Hotels & Resorts, Crowne Plaza Hotels & Resorts, and Hotel Novotel. And among mid-scale, full-service chains, Park Inn ranked highest followed by Dorint Hotels & Resorts and Clarion.
The study examined the overall satisfaction of European hotel guests based on seven measures: costs and fees, guest room, hotel facilities, food and beverage, check-in and checkout, hotel services, and reservations. Forty-two hotel brands were measured and ranked in four segments: upper upscale, upscale, mid-scale full service, and economy.
Westlake Village, Calif.–based J.D. Power reports that hotel guest satisfaction improved over 2008 by 16 index points or more (on a 1,000-point scale) in each of the four segments. “Hotels throughout Europe have not lost their customer focus despite an economic climate that has reduced demand and forced hotel brands to stringently contain costs,” said Michael Drago, director of the global hospitality and travel practice at J.D. Power. “While customers are likely pleased by lowered room rates, hotel brands are ensuring these rooms are still meeting customer standards and expectations.” See all the rankings.