Market Metrix Announces First Quarter 2011 Hospitality Index Results

Starwood's The Luxury Collection Rated #1 in Guest Satisfaction for Q1 2011; Caesar's Palace Las Vegas Provides Best 'Casino Experience'.

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. June 03, 2011

SAN RAFAEL, Calif. — June 3, 2011 — Guest satisfaction with hotels remained strong in the first quarter of 2011 (+1.1 to 84). All industry segments reported higher scores with Luxury Hotels (+2.5 to 88.5) and Economy Hotels (+1.6 to 80.5) posting the biggest gains. Among hotel brands, the highest customer satisfaction score was achieved by Starwood's The Luxury Collection (+6.3 to 93.0), with The Ritz-Carlton Hotels coming in a close second (+2.6 to 92.9).

The Luxury Collection, acquired by Starwood Hotels & Resorts in 1994, includes some of the world's most renowned luxury hotels. Guests report richer emotional experiences when staying at these properties compared to other luxury brands, particularly the feelings of Inspired, Pampered and Elegant. Guests rave about the architecture, art, furnishings and spectacular settings of these celebrated hotels.

Throughout the industry, guests reported feeling more “Comfortable” (+1.8 to 85.5), “Welcome” (+1.7 to 86.0) and “Respected” (+1.6 to 81.9) during their hotel stay compared to last quarter. The brand providing the highest level of “Comfort” was Waldorf (96.8); guests felt most “Welcome” at The Luxury Collection (95.7) and more “Respected” at The Ritz-Carlton (93.3).

Performance across the Gaming Industry

Known for its “sumptuous rooms,” “incredible pools and Spa” and “the best concerts in town,” Caesars Palace Las Vegas also provides the best Casino Experience according to guests in Q1 2011. Caesar's received higher scores for friendliness (86.2) and helpfulness of casino staff (86.6) than any other casino.

Among all casinos, customer satisfaction increased (+0.2 to 83.3) with Golden Nugget Hotel & Casino taking top honors (86.8). Guests love this legendary Vegas property, with its new Rush Tower and one-of-a-kind pool. Customer satisfaction with Upscale Casinos also improved (+0.3 to 84.7) led by Bellagio (88.8). Guests love the whole Bellagio experience including the “great location, amazing service, elegant rooms, and fantastic food!” Among all casino hotels, guests felt the biggest improvement in the helpfulness of casino staff, but felt less pampered compared to the prior quarter. Upscale casino guests were more satisfied with their overall casino experience compared to the previous quarter, especially with “Casino Entertainment,” but felt the “Value for Price” dropped compared to Q4 2010.

About MMHI

Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index (MMHI) is the largest and most in-depth measure of hospitality company performance available today. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. These benchmarks, delivered through our flagship product CustomerMetrix™, enable Market Metrix clients to compare their results to competitors by STAR segment, AAA classification, Brand, SMSA, industry averages, performers in the top 10% and other classifications. The MMHI is also available by subscription.

About Market Metrix

Market Metrix provides the leading guest and employee feedback systems to the worldwide hospitality industry. With award-winning research and powerful technology, Market Metrix helps clients make the right business decisions. Our Software-as-a-Service (SaaS) products are used by more hospitality companies than any other, supporting thousands of businesses in 70+ countries. Market Metrix has been helping hospitality companies turn feedback into performance since 1996. For more information, visit www.marketmetrix.com.

Contact:
Michael Pharis
Market Metrix
[email protected]
415-721-1300 x315