Hoteliers from highest-ranked brands appreciate award

Hotel & Motel Management, Sept 20, 2004 by Stacey Higgins

Highest ranked in the luxury segment

* Four Seasons Hotels and Resorts

Top ratings in: check-in/check-out, guestroom, food and beverage, hotel services and costs and fees

"This research reinforces the feedback we receive from our guests around the world every day that the Four Seasons experience is like no other. Exceptional service in unparalleled settings is our constant goal. ... We continually challenge ourselves to perfect the quality of our service and amenities, regardless of rankings, and the feedback of our guests ensures that we are doing just that."

--Wolf Hengst, president, worldwide hotel operations, Four Seasons Hotels and Resorts

Highest ranked in the upscale segment

* Westin Hotels & Resorts

Top Ratings in: guestroom and hotel facilities

"This is great validation of our own research and data in support of the Westin Heavenly Bed phenomena and the value of the guest sleep experience. We introduced the Heavenly Bed five years ago, and this is a testament to that Heavenly phenomena, which has transformed the guest experience and has revolutionized the industry. Whenever we receive an award, it is a true testament to our associates and the services they provide on a daily basis."

--Sue Brush, senior v.p. of Westin Hotels & Resorts, Starwood Hotels & Resorts Worldwide

Highest ranked in the midscale full-service segment

* Hilton Garden Inn

Top ratings in: guestroom, food and beverage, hotel services and hotel facilities

"This award validates what the customer feels about what we've done with the brand from a product and service standpoint. We're doing the right things with the right services with the right people at the right time. It is so gratifying to win three years in a row. Three years ago, we won by a point, last year we won by three points and this year we won by 10 points. This tells us not only are we doing well with what the customers want, but we're getting better at that over time instead of going backwards."

--Adrian Kurre, senior v.p. of brand management, Hilton Garden Inn, Hilton Hotels Corp.

Highest ranked in the midscale limited-service segment

* Wingate Inn

Top ratings in: check-in/check-out, guest-room, food and beverage, hotel facilities and costs and fees

"It really affirms our overall brand position of consistency, a new construction hotel chain and a collection of amenities that are the strongest in the category, so for us it's the recognition we've been looking for for the last several years from the consumer that we are the best in the midlevel category. ... The collection of amenities when combined under the inclusive pricing model creates the strongest value proposition. ... It's the recognition and confirmation from the consumer that the risks we have taken have [been] well received."

--Keith Pierce, president of Wingate Inns International, AmeriHost Franchise Systems and Ramada Franchise Systems, group president of Cendant Hotel Group

Highest ranked in the economy/budget segment

* Microtel Inn & Suites

Top ratings in: check-in/check-out, guest-room, hotel facilities and costs and fees

"This award comes from guest feedback, which is the most important kind of reward that you can get. Developing new customers and retaining customers is how we grow long-term business at Microtel and this affirms the commitment our franchisees and operators are making to customer service. It says to us--keep reaching higher. ... It tells us we're continuing to do the right thing, but we're not satisfied."

--Jon Leven, senior v.p., marketing for US Franchise Systems, Microtel's parent company

Tied for the highest ranked in the extended-stay segment

* Candlewood Suites

Top ratings in: hotel services, costs and fees

* Homewood Suites

Top ratings in: check-in/check-out, guestroom, food and beverage and hotel facilities

"This is huge news for us because it's a first for [InterContinental Hotels Group] and Candlewood. It really has motivated our employees. ... In the research we did our guests say, 'They make me feel at home.' To know we've been recognized by our guests just reinforces everything that I've always believed about this brand. ... To tie with Homewood Suites is still a big deal because that is a full-service upscale hotel."

--Gina LaBarre, v.p., brand management for Candlewood Suites, IHG

"Ever since Homewood was launched, our scores have been very good, which has told us the concept is relevant to the consumer--the right things are bundled together. It's outside recognition that our discipline on quality and infrastructure are working. In a lot of respects, it means Homewood has arrived. It wasn't until we reached 85 hotels that we started showing up on the radar. Ever since we hit that mark, we never looked back."

--Jim Holthouser, senior v.p. of brand management, Homewood Suites, Hilton Hotels Corp.

Compiled by Stacey Higgins, shiggins@advanstar.com