Embassy Suites Hotels Awarded ``Highest Guest Satisfaction Among All-Suite Hotel Chains'' by J.D. Power and Associates

Business Wire, August 28, 2000

Business Editors

MEMPHIS, Tenn.--(BUSINESS WIRE)--Aug. 28, 2000

Honor Marks Hotel Brand's Second Consecutive J.D. Power and Associates

Award and Continued Commitment to Guest Satisfaction

Embassy Suites Hotels(R), the nation's leading all-suite upscale hotel brand, has topped the all-suites segment with the "Highest Guest Satisfaction Among All-Suite Hotel Chains" award in the J.D. Power and Associates 2000 Domestic Hotel Guest Satisfaction Study(SM).

The award, announced earlier today by J.D. Power and Associates, marks the second year in a row for Embassy Suites Hotels to receive this distinction.

"Achieving this recognition now two years in a row is exciting news for both our company-managed hotels and our franchisees," said Mark Snyder, senior vice president, brand management, Embassy Suites Hotels. "We believe it is a testament to our dedication to be the number one upscale all-suite hotel brand. We are committed 100 percent to guest satisfaction and quality assurance in our product offering and operating standards. This award demonstrates that our team members nationwide have devoted themselves to this mission."

According to the study, Embassy Suites Hotels had high ratings in its segment in all aspects of the guest experience, including guest room, reservations/check-in, check-out, and hotel services such as security and wake-up calls. The chain ranked especially high in the food and beverage category.

J.D. Power and Associates 2000 Hotel Guest Satisfaction Study is based on responses from more than 10,000 business and leisure hotel guests drawn from a nationally representative sample. More than 50 hotel chains were included in the study. Brands in the "All-Suite" category are characterized by offering a sitting room, bedroom and refrigerator in their suite accommodations and often include a full breakfast in the room rate.

The Embassy Suites brand management team has implemented several quality assurance programs since its inception in 1983, including the chain's substantial investment in consumer research annually. The research includes proprietary tracking studies such as the Guest Satisfaction Rating System (GSRS), U.S. Lodger Panel and several custom research projects to maximize its understanding of consumer trends in total hotel quality and customer satisfaction. Recent research from the GSRS shows that Embassy Suites Hotels has the highest measures in the upscale segment in guest satisfaction and return intent.

In addition, Embassy Suites Hotels offers a 100% Satisfaction Guarantee to all guests, backing its position that all guests will receive high-quality service or their night's stay is free.

"Our brand invests in a great deal of research to understand the Embassy Suites Hotels customer," added Snyder. "We, in turn, share this insight with our franchisees, so that they can better understand the customers' expectations and deliver a superior service experience overall." Almost half of Embassy Suites Hotels are franchised properties.

Embassy Suites Hotels is the nation's first and largest all-suite hotel chain with more than 150 upscale properties nationwide. The chain provides guests with the perfect balance of spacious honest-to-goodness two-room suites and expansive public areas. Its upscale amenities and services were designed to appeal to both business travelers and vacationing families, who all enjoy the benefit of the brand's signature complimentary cooked-to-order breakfast, spacious atrium and two-room suite.

To make reservations at an Embassy Suites Hotels in resort and destination areas, travelers can call 1-800-EMBASSY or visit the Embassy Suites Hotels Web site at www.embassysuites.com.

Embassy Suites Hotels is a member of the Hilton HHonors(R) guest reward program that allows its members to DoubleDip(R) by simultaneously accumulating both airline miles and hotel points with each qualifying stay.

Embassy Suites Hotels is a subsidiary of Hilton Hotels Corp, which is recognized internationally as a preeminent hospitality company. The company develops, owns, manages or franchises 1,800 hotels, resorts and vacation ownership properties. Its portfolio includes many of the world's best-known and most highly regarded hotel brands, including Hilton, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Harrison Conference Centers, Hilton Garden Inn, Homewood Suites by Hilton, Red Lion Hotels & Inns, and Conrad International.

Note to Editors: The following service marks are owned by Hilton Hospitality Inc.: Hilton(R), Doubletree(R), Embassy Suites(R), Hampton Inn(R), Hampton Inn & Suites(R), Homewood Suites(R) by Hilton, Red Lion Hotels & Inns(R) and Conrad International(R).