2015 Top Luxury Hotel & Brand Report

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2015 Top Luxury Hotel & Brand Report Index

Introduction Introduction & Methodology 2 The Importance of Guest Intelligence 3 Key Findings 4 Summary of Results 5

Individual Luxury Hotels Top 25 Individual Luxury Hotels 6 Top 25 by Service 7 Top 25 by Value 8 Top 25 by Location 9 Top 25 by Cleanliness 10 Top 10 Most Improved 11

Small Luxury Brands Top 25 Small Luxury Brands 12 Top 25 by Service 13 Top 25 by Value 14 Top 25 by Location 15 Top 25 by Cleanliness 16 Top 10 Most Improved 17

Large Luxury Brands Top 25 Large Luxury Brands 18 Top 25 by Service 19 Top 25 by Value 20 Top 25 by Location 21 Top 25 by Cleanliness 22 Top 10 Most Improved 23

Additional Insights Top 100 Hotels by Geography 24 Top 20 Review Sites 25 Review Volume by Country 26 Top 10 Languages for Reviews 27 Positive & Negative Mentions 28 Link between GRITM & Management Response Rate 28

Index of Brands 29 About ReviewPro 31

1 Introduction & Methodology

Increasingly, savvy hoteliers understand the importance of Online Reputation Management (ORM) and how it can directly impact the performance of brands and individual hotels. In fact, 89% of global travelers consider online reviews important to booking1, and luxury hotel guests are no exception. A recent study by TripAdvisor2 revealed that 60% of hotels plan to invest more in ORM in 2015 compared 2014, making it a top investment priority, outranking renovations and staﬀ training.

Following the success of our last Top Luxury Hotel & Brand Report, for this second edition, ReviewPro analyzed almost two million online guest reviews published during 2014. A total of 2,330 properties that pertain to 117 luxury brands worldwide were evaluated, including 600 additional hotels that were not in last year’s report.

ReviewPro divided the brands into two groups: Large Luxury Brands, for groups with 20 or more hotels, and Small Luxury Brands for those with fewer than 20. After splitting the sample, ReviewPro calculated its proprietary online reputation score, the Global Review IndexTM (GRI)3, for both hotels and brands based on guest reviews from 142 online travel agencies (OTAs) and review sites in 45 languages. Besides overall guest satisfaction scores (GRITM), this report also evaluated guest satisfaction performance for “Service Index”, “Value Index”, “Location Index” and “Cleanliness Index”.

Featuring a broad selection of luxury hotels and brands across the globe, this study shows how the landscape has evolved in the 12 months since the previous report. The extensive selection of hotels analyzed varies from modern, quirky brands to classic luxury establishments. Some properties are ultra-luxury resorts developed by accomplished hoteliers while others are the creation of the some of the world’s largest hotel brands, aiming to craft something unique in leading destinations.

RJ Friedlander, CEO of ReviewPro said, “Our Global Review IndexTM helps hotels to benchmark and improve their online reputation, something which is crucial to the success of luxury hotels. This, combined with Guest Intelligence from direct surveys, provides luxury hotels and brands worldwide with the operational and service insight necessary to ﬁne-tune the guest experience to exceed expectations.”

1. Source: Skift

2. Source: 2015 TripBarometer (TripAdvisor)

3. ReviewPro’s Global Review Index™ (GRI) is the industry-standard online reputation benchmark. The GRI™ can be calculated for individual hotels and brands for a given period in time by analyzing guests’ ratings from 142 online travel agencies (OTAs) and review sites. The GRI™ is not an average of all review scores but is calculated using a proprietary algorithm developed by the company in conjunction with industry experts. Thousands of hotels worldwide use the GRI™ as a benchmark for reputation management eﬀorts, along with renowned industry leading partners such as Cornell University, and Sabre Hospitality Solutions.

2 The Importance of Guest Intelligence

Guest Intelligence is the in-depth analysis of online reviews and guest satisfaction survey data, which includes both during- and post-stay surveys, to provide detailed insight into what guests like and dislike about their stay and to leverage these signals to exceed expectations. By collecting and analyzing guest feedback proactively, hotels can identify what operational and service changes are necessary and implement them in order to increase guest satisfaction and attract more bookings.

Hoteliers across the globe leverage ReviewPro Guest Intelligence data in order to:

¥ Benchmark themselves against competitors and track performance at corporate and individual property level.

¥ Turn insight into action to improve operational and service excellence.

¥ Improve their review ranking on TripAdvisor, other review sites and OTAs.

¥ Optimize revenue performance as, according to a Cornell University Study, a 1-point increase in a hotel’s Global Review IndexTM leads to an increase of up to 1.42% in RevPAR.

This year’s Top Luxury Hotel & Brand Report highlights which leading luxury groups and hotels are reaping beneﬁts from Guest Intelligence and avoiding pitfalls such as missed opportunities and negative reviews. By managing and responding eﬀectively to guest feedback, luxury hotels are able to deliver quality experiences, drive increased guest satisfaction and improve their online reputation.

Courtesy of Olare Mara Kempinski, Masai Mara

3 Key Findings

¥ In terms of overall online guest satisfaction, Olare Mara Kempinski, Masai Mara (GRITM 99.0%) was the best performing Individual Luxury Hotel, Library Hotel Collection (GRITM 95.3%) the best performing Small Luxury Brand and Belmond (GRITM 93.0%) the best performing Large Luxury Brand. ¥ The average GRITM of the Top 25 Small Luxury Brands was 92.2%, 4% higher than the GRITM of the Top 25 Large Luxury Brands (89.1%). ¥ Luxury hotels experienced a 36% surge in the total number of online reviews from the previous period (1,947,060 versus 1,429, 779). ¥ Luxury hotel guests wrote on average 836 reviews per year per hotel, 80% of which were positive. ¥ TripAdvisor continued to be the largest online review source for luxury hotels, generating 28% of total reviews. Booking.com overtook Facebook to become the second largest review source, more than doubling review volume within the year. ¥ China (14%), United States (9%) and United Kingdom (8%) had the largest number of Top 100 rated luxury properties. ¥ Dubai moved ahead of London to become the most reviewed city of the year. ¥ There is a link between a hotel’s GRITM and its Management Response Rate (i.e. the percentage of online reviews that a hotel publishes a response to). Within the total sample of 2,330 hotels, the Top 25 Individual Luxury Hotels responded to an average of 56% of reviews online and had an average GRITM of 97.4%. The 25 Individual Luxury Hotels with the lowest level of guest satisfaction responded on average to only 17% of reviews online and had an average GRITM of 66.8%.

Courtesy of Belmond Palacio Nazarenas, Cusco

4 Summary of Results

Top Performers

Individual Luxury Hotels Small Brands Large Brands

1 Olare Mara Kempinski, Masai Mara Library Hotel Collection Belmond 2 Taj Safaris, Mahua Kothi Constance Hotels and Resorts Four Seasons 3 Bushmans Kloof, Wilderness Reserve & Wellness R. Red Carnation Hotels Park Hyatt 4 Belmond Palacio Nazarenas Oberoi Hotels & Resorts Mandarin Oriental 5 Four Seasons, Tented Camp Golden Triangle Voyage Hotels St. Regis Hotels 6 The Chedi Club, Tanah Gajah, Ubud, Bali Capella Hotels and Resorts Anantara Hotels Resorts & Spas 7 Cocoa Island by COMO, Maldives Montage Hotels & Resorts Conrad Hotels & Resorts 8 Constance, Le Prince Maurice, Mauritius Como Hotels and Resorts Taj Hotels, Resorts and Palaces 9 Portrait, Roma Iberostar The Grand Collection Banyan Tree 10 The Canyon Suites At The Phoenician, Scottsdale Oetker Collection Jumeirah Hotels 11 Anantara, Golden Triangle, Elephant Camp & Resort Langham Hotels and Resorts The Ritz-Carlton 12 Aria Hotel, Prague RockResorts Jaz Collection 13 Belmond Northern Belle Raffles Hotels & Resorts Hipotels Hotels & Resorts 14 The Oberoi Vanyavilas, Ranthambhore The Peninsula Hotels Shangri-La Hotels & Resorts 15 Four Seasons Hotel Moscow Firmdale Hotels Kempinski Hotels 16 Maxx Royal, Belek Golf Resort Lungarno Collection The Luxury Collection 17 Six Senses Yao Noi - Luxury Yao Noi Resort Rosewood Hotels & Resorts JW Marriott 18 Four Seasons, Safari Lodge Serengeti Secrets Resorts Grand Hyatt 19 Gran Melia, Xian Adrian Hoteles Waldorf Astoria Hotels & Resorts 20 Four Seasons Resort, Mauritius at Anahita Andaz Hotels Fairmont Hotels & Resorts 21 Hotel 41 Elegant Hotels Group Sofitel 22 Belmond Hotel Rio Sagrado GHM Loews Hotels & Resorts 23 Belmond Le Manoir aux Quat'Saisons Dorchester Collection InterContinental Hotels & Resorts 24 The Oberoi, Wildflower Hall Edition Hotels W Hotels 25 W Bogota Hotel Majestic Hotel Group Prince Hotels

Most Improved Individual Luxury Hotels Small Brands Large Brands

1 Loews Regency, New York Aldemar Resorts Loews Hotels & Resorts 2 Soﬁtel Malabo President Palace Royal Tulip Hotels Mandarin Oriental 3 Hotel Cabrera Imperial, Bogota Warwick International Hotels Fairmont Hotels & Resorts 4 Four Seasons Hotel Cairo at the First Residence Oetker Collection Anantara Hotels Resorts & Spas 5 Loews Vanderbilt Hotel Club Quarters Hotels Belmond 6 Jacir Palace Hotel ME by Meliá Waldorf Astoria Hotels & Resorts 7 InterContinental Tamanaco Caracas Thompson Hotels Grand Hyatt 8 The Ritz-Carlton, Dubai Dreams Resorts and Spa JW Marriott 9 InterContinental Amman, Jordan Lotus Hospitality InterContinental Hotels & Resorts 10 Trump Hotel Collection Doral Golf Resort RockResorts Park Hyatt

5 Individual Luxury Hotels

Top 25 Individual Luxury Hotels

In addition to calculating the Global Review IndexTM for the 117 brands included in this report, ReviewPro also obtained the GRITM scores for their 2,330 combined individual properties. There were signiﬁcant changes year-on-year, with only 13 hotels from last year’s report continuing to rank in the Top 25.

Olare Mara Kempinski Masai Mara, oﬀering an authentic safari experience in the stunning African savannah, led guest satisfaction for Individual Luxury Hotels, achieving a remarkable overall GRITM of 99.0%. The Taj Mahua Kothi, situated beside the Bandhavgarh National Park with one of the highest tiger densities in India, came second with a GRITM of 98.7%, showing an impressive improvement from a GRITM of 96.4% the previous year. The next best performing hotels were Hotel Bushmans Kloof Wilderness Reserve, a newcomer to the Top 25, and Belmond Palacio Nazarenas, a boutique hotel and former palace in Cusco (Peru). Interestingly, 4 of the Top 5 hotels were wildlife retreats.

Top 25

Individual Luxury Hotel GRI™

1 Olare Mara Kempinski, Masai Mara 99.0% 2 Taj Safaris, Mahua Kothi 98.7% 3 Bushmans Kloof, Wilderness Reserve & Wellness Retreat 98.6% Belmond Palacio Nazarenas 98.6% 5 Four Seasons, Tented Camp Golden Triangle 97.6% The Chedi Club, Tanah Gajah, Ubud, Bali 97.6% 7 Cocoa Island by COMO, Maldives 97.4% Constance, Le Prince Maurice, Mauritius 97.4% Portrait, Roma 97.4% The Canyon Suites At The Phoenician, Scottsdale 97.4% 11 Anantara, Golden Triangle, Elephant Camp & Resort 97.3% Aria Hotel, Prague 97.3% 13 Belmond Northern Belle 97.2% The Oberoi Vanyavilas, Ranthambhore 97.2% 15 Four Seasons Hotel Moscow 97.1% Maxx Royal, Belek Golf Resort 97.1% Six Senses Yao Noi - Luxury Yao Noi Resort 97.1% 18 Four Seasons, Safari Lodge Serengeti 97.0% Gran Melia, Xian 97.0% Four Seasons Resort, Mauritius at Anahita 97.0% Hotel 41 97.0% Belmond Hotel Rio Sagrado 97.0% Belmond Le Manoir aux Quat'Saisons 97.0% The Oberoi, Wildﬂower Hall 97.0% W Bogota Hotel 97.0%

6 Top Individual Luxury Hotels for Service

Besides overall guest satisfaction, we also evaluated guest satisfaction performance for “Service Index”, “Value Index”, “Location Index” and “Cleanliness Index”.

Although a number of hotels appeared in the Top 25 for multiple attributes, in general the results were quite varied across the categories. One exception was Olare Mara Kempinski Masai Mara. In addition to having the highest overall GRITM, this luxury retreat in Kenya provided consistently high levels of excellence across the entire organization, ranking No. 2 for both Location and Value, No. 15 for Cleanliness and No. 19 for Service.

In the Service category, the Taj Mahua Kothi, ranking second for overall guest satisfaction, came out on top with an impeccable 100% score. The Four Seasons Tented Camp Golden Triangle, a luxury tented camp in Thailand, followed closely behind. Two other properties from the Four Seasons brand were also in the Top 25 for Service.

Top 25 by Service

Individual Luxury Hotel Service Index

1 Taj Mahua Kothi 100.0% 2 Four Seasons Tented Camp Golden Triangle 99.6% 3 Sensimar Makadi 99.3% Portrait Suites 99.3% 5 Jumeirah Hotels at Etihad Towers - Residences 99.2% Naladhu Resort Maldives 99.2% 7 Hotel Bushmans Kloof Wilderness Reserve 99.1% The Oberoi Mauritius 99.1% 9 The Chedi Club Tanah Gajah, Ubud 99.0% 10 Jaz Solaya 98.9% The Oberoi Vanyavilas Ranthambhore 98.9% 12 Hipotels Hipocampo Playa Hotel 98.7% Belmond Palacio Nazarenas 98.7% 14 Las Ventanas al Paraiso, A Rosewood Resort 98.6% Four Seasons Resort Chiang Mai 98.6% 16 Brenner's Park-Hotel & Spa 98.5% Angsana Xi'an Lintong 98.5% 18 Cocoa Island by COMO 98.4% Olare Mara Kempinski Masai Mara 98.4% 20 Capella Ixtapa 98.3% Six Senses Yao Noi 98.3% 22 Four Seasons Resort Mauritius at Anahita 98.3% Steigenberger Makadi Hotel 98.3% Taj Pashan Garh 98.3% Library Hotel 98.3%

7 Top Individual Luxury Hotels for Value

U Sapa, located in Vietnam and designed in a beautiful French Colonial style with an indigenous twist, was seen as the luxury hotel providing the best value for money, achieving a 100% score in this category. Following closely behind Olare Mara Kempinski Masai Mara, Steigenberger Makadi Hotel, nestled on the shores of the Red Sea, achieved equal third position with a score of 96.3% for Value. Also with a score of 96.3% was Riad Bab Firdaus, part of the Angsana Riads Collection Morocco, oﬀering guests a fascinating oriental atmosphere amidst the labyrinthine Medina of Marrakech.

Not surprisingly, for Luxury Hotels the levels of guest satisfaction with perceived Value tended to be lower than for the other areas analyzed. Whereas for Service, Location and Cleanliness, hotels had to score above 98% and in some cases 99% to secure a position in the Top 25, for Value a score of 93.1% was suﬃcient.

Three brands in particular were prominent in the Top 25 for Value, all part of the Travco Group: three properties from Jaz Collection, two from Iberotel Hotels & Resorts and two from Sol y Mar.

Top 25 by Value

Individual Luxury Hotel Value Index

1 U Sapa 100.0% 2 Olare Mara Kempinski Masai Mara 96.5% 3 Steigenberger Makadi Hotel 96.3% Angsana Riads Collection Morocco - Riad Bab Firdaus 96.3% 5 Jaz Samaya Beach 96.0% 6 Jaz Dar El Madina 95.5% 7 African Pride The Sands At St Francis Bay 95.4% 8 Taj Umaid Bhawan Palace 94.9% 9 Grand Hotel La Favorita 94.8% 10 Belmond Palacio Nazarenas 94.1% 11 The Langham, Sydney 93.9% Hipotels Hipocampo Playa Hotel 93.9% 13 Hotel Jen Brisbane 93.8% 14 The Royal Begonia, A Luxury Collection Resort Sanya 93.7% Jaz Makadi Saraya Palms 93.7% Iberotel Palace 93.7% 17 Belmond Hotel Rio Sagrado 93.6% Naladhu Resort Maldives 93.6% Aria Hotel 93.6% 20 Sol Y Mar Makadi Sun 93.5% 21 Iberotel Coraya Beach 93.3% Hotel Bushmans Kloof Wilderness Reserve 93.3% 23 Kempinski Hotel Cathedral Square 93.2% 24 Dar Al Masyaf at Madinat Jumeirah Hotels 93.1% Sol Y Mar Ivory Suites 93.1%

8 Top Individual Luxury Hotels for Location

For Location, the scores were extremely high with every property in the Top 25 achieving 99.0% or above. The exclusive AKA Rittenhouse Square in Philadelphia performed best, scoring an impressive 100%. With a score of 99.8%, InterContinental Dar Al Tawhid Makkah, oﬀering traditional luxury in the shadow of the Holy Mosque, ranked third for Location, after Olare Mara Kempinski Masai Mara.

Two of the world’s leading Large Luxury Brands, Four Seasons and Soﬁtel Hotels, had two properties in the Top 25 for Location.

Top 25 by Location

Individual Luxury Hotel Location Index

1 AKA Rittenhouse Square 100.0% 2 Olare Mara Kempinski Masai Mara 99.9% 3 InterContinental Dar Al Tawhid Makkah 99.8% 4 Mandarin Oriental, Munich 99.7% 5 Soﬁtel Dietetique Quiberon 99.6% Four Seasons Old City 99.6% Belmond Palacio Nazarenas 99.6% 8 Hotel Gritti Palace 99.5% 9 Four Seasons Hotel Gresham Palace Budapest 99.4% Soﬁtel Legend Old Cataract Aswan 99.4% Montage Beverly Hills 99.4% 12 Rosewood Inn of the Anasazi 99.3% 13 Hotel du Cap Eden-Roc 99.2% The Fairmont Heritage Place, Franz Klammer Lodge 99.2% Goldener Hirsch Hotel 99.2% Kempinski Hotel Cathedral Square 99.2% 17 Park Hyatt Vienna 99.1% Kempinski Hotel Moika 22 99.1% JW Marriott Hotel Cusco 99.1% Brenner's Park-Hotel & Spa 99.1% 21 Ararat Park Hyatt Moscow 99.0% Hotel National Moscow 99.0% Regent Berlin 99.0% Oyster Box Hotel 99.0% Rosewood Little Dix Bay 99.0%

9 Top Individual Luxury Hotels for Cleanliness

The level of guest satisfaction with Cleanliness was also incredibly high, with every property in the Top 25 achieving 99.0% or above. Three hotels scored 100% (Four Seasons Resort Dubai at Jumeirah Beach, Mandarin Oriental Bodrum and the Ritz-Carlton Kyoto), each pertaining to Large Luxury Brands. A total of three hotels from Four Seasons, a legendary brand dedicated to perfecting the travel experience for over more than 50 years, featured in the Top 25 for Cleanliness. Oberoi Hotels & Resorts also had three hotels ranking in the Top 25 for Cleanliness as well as two hotels for Service.

Top 25 by Cleanliness

Individual Luxury Hotel Cleanliness Index

1 Four Seasons Resort Dubai at Jumeirah Beach 100.0% Mandarin Oriental, Bodrum 100.0% The Ritz-Carlton Kyoto 100.0% 4 The Oberoi Vanyavilas Ranthambhore 99.9% Naladhu Resort Maldives 99.9% 6 Hotel du Cap Eden-Roc 99.5% Aria Hotel 99.5% 8 Tambo del Inka, a Luxury Collection Resort & Spa 99.4% Four Seasons Hotel Lion Palace St. Petersburg 99.4% Constance Le Prince Maurice 99.4% 11 Belmond Palacio Nazarenas 99.3% Kempinski Hotel Cathedral Square 99.3% Four Seasons Resort Seychelles 99.3% Taj Umaid Bhawan Palace 99.3% Olare Mara Kempinski Masai Mara 99.3% 16 Capella Pedregal 99.2% Hotel Bushmans Kloof Wilderness Reserve 99.2% The Oberoi Mauritius 99.2% Belmond Le Manoir aux Quat’Saisons 99.2% 20 Angsana Xi'an Lintong 99.1% Four Seasons Hotel Firenze 99.1% 22 Six Senses Latitude Laamu 99.0% The Canyon Suites At The Phoenician 99.0% The Oberoi, Gurgaon 99.0% Wildﬂower Hall 99.0%

10 Most Improved Individual Luxury Hotels

Consistent with the ﬁndings from ReviewPro’s luxury report published last year, Individual Luxury Hotels experienced signiﬁcantly higher improvements in their online reputation scores year-on- year than the Small and Large Luxury Brands. This comes as no surprise, given the complexity of raising the bar and earning rave reviews across an entire group of hotels.

Loews Regency New York, located in the iconic Park Avenue, led the ranking with a record +35% increase in its GRITM. A second hotel from the group, Loews Vanderbilt Hotel located in Nashville, was also in the Top 10 most improved Individual Hotels. Soﬁtel Malabo President Palace, a luxurious hotel situated in the heart of the city’s historical center, experienced the second strongest annual growth, securing a Soﬁtel hotel a place in the Top 10 for the second year running.

Top 10 Most Improved

Individual Luxury Hotel GRI™

1 Loews Regency, New York 90.5% 2 Soﬁtel Malabo President Palace 91.6% 3 Hotel Cabrera Imperial, Bogota 89.9% 4 Four Seasons Hotel Cairo at the First Residence 88.0% 5 Loews Vanderbilt Hotel 87.8% 6 Jacir Palace Hotel 86.7% 7 InterContinental Tamanaco Caracas 73.0% 8 The Ritz-Carlton, Dubai 90.3% 9 InterContinental Amman, Jordan 83.1% 10 Trump Hotel Collection Doral Golf Resort 73.7%

Courtesy of Loews Regency, New York

11 Small Luxury Brands

Top 25 Small Luxury Brands

ReviewPro’s analysis of Small Luxury Brands included 88 brands who manage fewer than 20 properties. The standard for Small Luxury Brands continued to be extremely high, with all of the brands in the Top 25 achieving GRITM scores of above 90%.

Once again, Library Hotel Collection led guest satisfaction for Small Luxury Brands, increasing its GRITM from 94.7% to 95.3% year-on-year. Each of the group’s six luxury hotels has its own distinctive personality and charm and the brand has become synonymous with providing an outstanding experience for every traveler.

In second position, Constance Hotels and Resorts focuses on a completely immersive, relaxing experience on the spectacular islands of Mauritius, and has further increased its GRITM from 93.7% to 94.4%. The luxury, award-winning and family owned Red Carnation Hotels followed closely behind with a GRITM of 94.0%.

Top 25

Small Luxury Brand GRI™

1 Library Hotel Collection 95.3% 2 Constance Hotels and Resorts 94.4% 3 Red Carnation Hotels 94.0% 4 Oberoi Hotels & Resorts 93.9% 5 Voyage Hotels 93.8% 6 Capella Hotels and Resorts 93.6% Montage Hotels & Resorts 93.6% 8 Como Hotels and Resorts 93.5% 9 Iberostar The Grand Collection 92.6% 10 Oetker Collection 92.5% 11 Langham Hotels and Resorts 92.3% 12 RockResorts 92.2% 13 Raﬄes Hotels & Resorts 92.1% 14 The Peninsula Hotels 92.0% 15 Firmdale Hotels 91.9% 16 Lungarno Collection 91.8% 17 Rosewood Hotels & Resorts 91.6% 18 Secrets Resorts 91.5% 19 Adrian Hoteles 91.3% Andaz Hotels 91.3% Elegant Hotels Group 91.3% GHM 91.3% 23 Dorchester Collection 91.2% Edition Hotels 91.2% 25 Majestic Hotel Group 90.9% 12 Top Small Luxury Brands for Service

Looking at the performance of Small Luxury Brands across key attributes (Service, Value, Location and Cleanliness), the trends were similar to those in the previous year. It is interesting to note, however, the marked improvement in Service. In this year’s study, a brand needed to score above 93% to secure a position in the Top 25, whereas previously a score of 91.8% would have been suﬃcient.

The exquisite Library Hotel Collection came out on top in a number of categories, reinforcing the brand’s position as leaders in delivering excellence. The luxury brand ranked ﬁrst in both the Service and Value categories, scoring 97.9% and 91.5% respectively, and ranked equal ﬁrst for Cleanliness and third for Location.

For Service, Oberoi Hotels & Resorts, a global chain of premium 5 star luxury properties, ranked equal second and the brand also featured in the Top 5 for both Value and Cleanliness. The level of guest satisfaction with their service was equaled by the boutique, family owned Red Carnation Hotel Collection, who featured in the Top 10 across all categories.

Top 25 by Service

Small Luxury Brand Service Index

1 Library Hotel Collection 97.9% 2 Oberoi Hotels & Resorts 96.4% Red Carnation Hotels 96.4% 4 Firmdale Hotels 95.5% 5 Adrian Hoteles 95.4% 6 Como Hotels and Resorts 95.3% 7 Constance Hotels and Resorts 94.8% 8 Capella Hotels and Resorts 94.6% RockResorts 94.6% Voyage Hotels 94.6% 11 Dorchester Collection 94.3% 12 Edition Hotels 94.2% Montage Hotels & Resorts 94.2% 14 Lungarno Collection 93.9% Raﬄes Hotels & Resorts 93.9% 16 Doyle Collection 93.7% Iberostar The Grand Collection 93.7% Langham Hotels and Resorts 93.7% Secrets Resorts 93.7% 20 Majestic Hotel Group 93.5% 21 Kamuela 93.4% 22 Rosewood Hotels & Resorts 93.3% 23 Palace Resorts 93.1% 24 Apex Luxury Hotels 93.0% Elegant Hotels Group 93.0%

13 Top Small Luxury Brands for Value

The ﬁndings in this year’s study show that it continues to be diﬃcult for Small Luxury brands to achieve as high levels of guest satisfaction in terms of Value compared to the other categories. For the second consecutive year, Library Hotel Collection was the only small brand to score above 90% for Value. The other brands in the Top 25 ranged from 89.6% to 85.0%.

Top 25 by Value

Small Luxury Brand Value Index

1 Library Hotel Collection 91.5% 2 Bahia Principe Hotels & Resorts 89.6% Oberoi Hotels & Resorts 89.6% 4 Voyage Hotles 89.2% 5 Secrets Resorts 88.8% 6 Iberostar The Grand Collection 88.7% 7 Red Carnation Hotels 88.2% 8 Kamuela 87.5% 9 Capella Hotels and Resorts 87.3% Como Hotels and Resorts 87.3% 11 Palace Resorts 87.0% RockResorts 87.0% 13 Apex Luxury Hotels 86.8% 14 Langham Hotels and Resorts 86.7% 15 Constance Hotels and Resorts 86.6% Elegant Hotels Group 86.6% 17 Doyle Collection 86.5% 18 The Address Hotels & Resorts 86.2% 19 Raﬄes Hotels & Resorts 85.9% 20 Alila Hotels 85.8% 21 Vincci Hoteles 85.7% 22 Adrian Hoteles 85.5% Lungarno Collection 85.5% 24 Corinthia Hotels 85.0% Now Resorts & Spas 85.0%

Courtesy of Aria Hotel Budapest, Library Hotel Collection 14 Top Small Luxury Brands for Location

The Majestic Hotel Group, with over 95 years of experience as hoteliers, achieved the highest level of guest satisfaction with their Location, scoring 97.8%. Following closely in second position, Montage Hotels & Resorts, an ultra-luxury hotel and resort management company founded in 2002, scored 97.6%.

Top 25 by Location

Brand Location Index

1 Majestic Hotel Group 97.8% 2 Montage Hotels & Resorts 97.6% 3 Library Hotel Collection 97.3% 4 Lungarno Collection 97.0% 5 RockResorts 96.6% 6 Armani Hotels & Resorts 96.5% 7 Red Carnation Hotels 96.4% 8 Firmdale Hotels 96.3% 9 The Peninsula Hotels 95.8% 10 Dorchester Collection 95.7% 11 Oetker Collection 95.6% 12 Guoman hotels 95.2% 13 Constance Hotels and Resorts 95.1% The Address Hotels & Resorts 95.1% 15 Iberostar The Grand Collection 94.7% 16 ME by Meliá 94.6% 17 Doyle Collection 94.4% 18 Andaz Hotels 94.3% 19 AKA Hotels 94.2% 20 Raﬄes Hotels & Resorts 94.0% 21 Oberoi Hotels & Resorts 93.9% One&Only Resorts 93.9% 23 Capella Hotels and Resorts 93.8% 24 Quorvus Collection 93.7% 25 Rosewood Hotels & Resorts 93.5%

15 Top Small Luxury Brands for Cleanliness

In the Cleanliness category, two Small Luxury Brands topped the ranking with a score of 97.8%: Firmdale Hotels, comprising 9 hotels and 7 bars and restaurants in London and New York, each individually designed and decorated by Kit Kemp and the impeccable Library Hotel Collection. In third place was the iconic Dorchester Collection, whose portfolio includes some of the world’s foremost luxury hotels in Europe and the USA.

Top 25 by Cleanliness

Small Luxury Brand Cleanliness Index

1 Firmdale Hotels 97.8% Library Hotel Collection 97.8% 3 Dorchester Collection 97.3% 4 Oberoi Hotels & Resorts 97.2% 5 Montage Hotels & Resorts 96.9% 6 Red Carnation Hotels 96.8% 7 Oetker Collection 96.7% 8 Majestic Hotel Group 96.6% 9 Armani Hotels & Resorts 96.5% Capella Hotels and Resorts 96.5% Como Hotels and Resorts 96.5% 12 Edition Hotels 96.4% 13 Apex Luxury Hotels 96.2% The Peninsula Hotels 96.2% 15 RockResorts 96.0% 16 Adrian Hoteles 95.8% Constance Hotels and Resorts 95.8% Langham Hotels and Resorts 95.8% The Address Hotels & Resorts 95.8% 20 Iberostar The Grand Collection 95.7% 21 Baglioni Hotels 95.4% Doyle Collection 95.4% 23 Andaz Hotels 95.3% One&Only Resorts 95.3% Raﬄes Hotels & Resorts 95.3%

16 Most Improved Small Luxury Brands

Aldemar Resorts, one of the leading hotel chains in Greece, ranked as the No. 1 most improved Small Luxury Brand, increasing their GRITM by 4.2% from the previous year. Royal Tulip Hotels and Warwick International Hotels achieved more than a 2% gain in GRITM year-on-year.

Just two brands in the Top 10 Most Improved achieved a GRITM score above 90%. With just eight select hotels in world-renowned locations from Paris to the Seychelles, Oetker Collection climbed the ranks by improving its GRITM from 90.7% to 92.5%. RockResorts’ seven luxurious mountain and oceanfront properties also increased their GRITM from 90.7% to 92.2%.

Top 10 Most Improved

Small Luxury Brand GRI™

1 Aldemar Resorts 84.1% 2 Royal Tulip Hotels 80.6% 3 Warwick International Hotels 83.5% 4 Oetker Collection 92.5% Club Quarters Hotels 85.8% ME by Meliá 84.6% 7 Thompson Hotels 86.5% Dreams Resorts and Spa 86.2% Lotus Hospitality 85.5% 10 RockResorts 92.2%

Courtesy of Royal Mare, Aldemar Resorts

17 Large Luxury Brands

Top 25 Large Luxury Brands

The list of Large Luxury Brands with the highest level of guest satisfaction remained almost unchanged from the previous study, with only one newcomer – Prince Hotels & Resorts who are highly prominent in Japan. This selection of leading brands have maintained their already excellent GRITM scores and succeeded in providing the consistently high levels of service essential to satisfy luxury hotel guests.

An impressive 10 out of the Top 25 were brands originating in the USA. Jumeirah Hotels was the top performing brand with fewest properties and InterContinental Hotels & Resorts was the brand with the most properties.

Belmond, with a global collection of iconic hotels, trains and river cruises, was the No. 1 performing Large Luxury Brand, achieving a GRITM of 93.0% versus 91.9% for the previous period. Four Seasons, with almost 100 hotels in 39 countries, followed closely with an overall guest satisfaction score of 92.7%, also an improvement year-on-year.

Top 25

Large Luxury Brand GRI™

1 Belmond 93.0% 2 Four Seasons 92.7% 3 Park Hyatt 91.6% 4 Mandarin Oriental 91.5% 5 St. Regis Hotels 91.3% 6 Anantara Hotels Resorts & Spas 90.9% 7 Conrad Hotels & Resorts 90.7% 8 Taj Hotels, Resorts and Palaces 90.1% 9 Banyan Tree 89.8% 10 Jumeirah Hotels 89.6% 11 The Ritz-Carlton 89.4% 12 Jaz Collection 89.3% 13 Hipotels Hotels & Resorts 89.2% Shangri-La Hotels & Resorts 89.2% 15 Kempinski Hotels 89.1% The Luxury Collection 89.1% 17 JW Marriott 88.6% 18 Grand Hyatt 88.5% 19 Waldorf Astoria Hotels & Resorts 88.1% 20 Fairmont Hotels & Resorts 88.0% 21 Soﬁtel 87.8% 22 Loews Hotels & Resorts 87.5% 23 InterContinental Hotels & Resorts 86.8% 24 W Hotels 84.3% 25 Prince Hotels & Resorts 81.1% 18 Top Large Luxury Brands for Service

Three luxury brands stood out as the Best Performing Large Luxury Brands across the board and they occupied the ﬁrst three positions in terms of guest satisfaction with Service: Four Seasons, Belmond and Mandarin Oriental.

As would be expected, the Large Luxury Brands scored extremely highly for Service, with 18 brands scoring 90% or above. With fewer hotels, Smaller Luxury Brands were able to achieve even higher levels of Service excellence across their groups, as all Top 25 Small Luxury Brands scored above 93% for Service.

Top 25 by Service

Large Luxury Brand Service Index

1 Four Seasons 94.8% 2 Belmond 94.5% 3 Mandarin Oriental 94.1% 4 Hipotels Hotels & Resorts 93.4% 5 Anantara Hotels Resorts & Spas 92.7% 6 Park Hyatt 92.6% 7 Conrad Hotels & Resorts 92.5% Jaz Collection 92.5% 9 Taj Hotels, Resorts and Palaces 92.3% 10 Banyan Tree 92.0% 11 The Ritz-Carlton 91.6% 12 Shangri-La Hotels & Resorts 91.3% 13 Jumeirah Hotels 91.2% 14 St. Regis Hotels 90.9% 15 JW Marriott 90.6% 16 The Luxury Collection 90.5% 17 Grand Hyatt 90.4% 18 Kempinski Hotels 90.0% 19 Fairmont Hotels & Resorts 89.8% 20 Loews Hotels & Resorts 89.5% 21 Soﬁtel 89.2% 22 InterContinental Hotels & Resorts 88.7% 23 Waldorf Astoria Hotels & Resorts 88.5% 24 Grand Soluxe 86.9% 25 W Hotels 86.6%

19 Top Large Luxury Brands for Value

As with Individual Luxury Hotels and Small Luxury Brands, it was diﬃcult for Large Luxury Brands to achieve high levels of guest satisfaction in terms of perceived value, which is unsurprising given the premium price point of such luxury establishments. None of the Large Luxury Brands scored above 90%.

Jaz Collection, catering for those seeking a deluxe stay in Egypt, ranked No. 1 for Value with 88.6%. In second place was Anantara Hotels, Resorts & Spas, a unique collection of hotels located in some of the world’s most stunning destinations. Value was the only area where Mandarin Oriental, Four Seasons and Belmond did not appear in the Top 3.

Top 25 by Value

Large Luxury Brand Value Index

1 Jaz Collection 88.6% 2 Anantara Hotels Resorts & Spas 85.9% 3 Hipotels Hotels & Resorts 85.4% 4 Taj Hotels, Resorts and Palaces 85.1% 5 Belmond 85.0% 6 Four Seasons 84.9% 7 Conrad Hotels & Resorts 84.4% 8 Mandarin Oriental 84.1% 9 Shangri-La Hotels & Resorts 83.8% 10 Jumeirah Hotels 83.7% 11 Park Hyatt 83.4% 12 Banyan Tree 82.3% 13 JW Marriott 82.2% 14 St. Regis Hotels 82.1% 15 Kempinski Hotels 82.0% 16 Grand Soluxe 81.9% 17 The Luxury Collection 81.8% 18 Soﬁtel 81.7% 19 Loews Hotels & Resorts 81.5% 20 Grand Hyatt 81.4% 21 The Ritz-Carlton 80.8% 22 InterContinental Hotels & Resorts 80.7% 23 Fairmont Hotels & Resorts 80.5% 24 Waldorf Astoria Hotels & Resorts 80.3% 25 Imperial Hotels & Resorts 77.4%

20 Top Large Luxury Brands for Location

As Large Luxury Brands tend to be very successful at ﬁnding the the most spectacular and striking spots for their hotels, it comes as no surprise that their guests provide such positive online reviews for Location. 17 out of the Top 25 brands achieved a GRITM above 90%.

Belmond was the top rated Large Luxury Brand for Location, with once again Mandarin Oriental and Four Seasons appearing in the Top 5. Loews Hotels & Resorts, who have been oﬀering guests upscale travel experiences for over six decades, was in third position, with an impressive score of 93.6%.

Top 25 by Location

Large Luxury Brand Location Index

1 Belmond 95.8% 2 Mandarin Oriental 94.1% 3 Loews Hotels & Resorts 93.6% 4 Four Seasons 93.5% 5 Park Hyatt 93.1% 6 St. Regis Hotels 92.8% 7 Fairmont Hotels & Resorts 92.3% The Luxury Collection 92.3% 9 Waldorf Astoria Hotels & Resorts 92.1% 10 Jumeirah Hotels 91.6% 11 Grand Hyatt 91.5% Taj Hotels, Resorts and Palaces 91.5% 13 Conrad Hotels & Resorts 91.0% 14 The Ritz-Carlton 90.9% 15 Soﬁtel 90.8% W Hotels 90.8% 17 JW Marriott 89.9% 18 Banyan Tree 89.8% 19 InterContinental Hotels & Resorts 89.7% Shangri-La Hotels & Resorts 89.7% 21 Anantara Hotels Resorts & Spas 89.6% 22 Hipotels Hotels & Resorts 89.5% 23 Kempinski Hotels 89.4% 24 Jaz Collection 88.3% 25 Grand Soluxe 87.5%

21 Top Large Luxury Brands for Cleanliness

When analyzing luxury guests’ satisfaction with Cleanliness, Four Seasons came out on top. Once again, Belmond & Mandarin Oriental completed the Top 3. Park Hyatt, whose unique portfolio of hotels reﬂects the personal passions of founder Jay Pritzker, took fourth place.

Top 25 by Cleanliness

Large Luxury Brand Cleanliness Index

1 Four Seasons 96.3% 2 Belmond 95.9% 3 Mandarin Oriental 95.8% 4 Park Hyatt 95.7% 5 Conrad Hotels & Resorts 95.0% 6 St. Regis Hotels 94.8% 7 Anantara Hotels Resorts & Spas 94.1% 8 Jumeirah Hotels 94.0% The Ritz-Carlton 94.0% 10 Taj Hotels, Resorts and Palaces 93.8% 11 JW Marriott 93.3% Kempinski Hotels 93.3% 13 Grand Hyatt 93.2% 14 Shangri-La Hotels & Resorts 93.1% 15 The Luxury Collection 93.0% 16 Banyan Tree 92.8% 17 Fairmont Hotels & Resorts 92.1% Hipotels Hotels & Resorts 92.1% 19 Loews Hotels & Resorts 91.8% 20 Soﬁtel 91.5% 21 Jaz Collection 91.4% 22 InterContinental Hotels & Resorts 91.3% 23 Waldorf Astoria Hotels & Resorts 91.0% 24 W Hotels 90.2% 25 Grand Soluxe 89.7%

22 Most Improved Large Luxury Brands

The 10 Large Hotel Brands who achieved the highest year-on-year growth for their GRITM online reputation score were all in the Top 25 for overall guest satisfaction.

Loews Hotels & Resorts experienced the greatest increase in guest satisfaction of all the Large Luxury Brands, improving its GRITM by more than 4% since the previous period. Two of the brand’s properties were in the Top 10 Most Improved Individual Luxury Hotels.

Top 10 Most Improved

Large Luxury Brand GRI™

1 Loews Hotels & Resorts 87.5% 2 Mandarin Oriental 91.5% 3 Fairmont Hotels & Resorts 88.0% 4 Anantara Hotels Resorts & Spas 90.9% 5 Belmond 93.0% 6 Waldorf Astoria Hotels & Resorts 88.1% 7 Grand Hyatt 88.5% 8 JW Marriott 88.6% 9 InterContinental Hotels & Resorts 86.8% 10 Park Hyatt 91.6%

Courtesy of Mandarin Oriental – Barcelona

23 Additional Insights

Top 100 Hotels Distributed by Geography

We also ranked the 2,330 properties of the 117 brands by country to identify the geographical areas with the highest number of Top 100 best-rated hotels. 68% of the best performing hotels were concentrated in 10 countries (see chart below) but the analysis showed a relatively even distribution across the globe, with hotels coming from 35 diﬀerent countries.

With 14 hotels in the Top 100, China experienced the biggest increase year-on-year and took the leading spot. Despite experiencing a drop in the number of luxury hotels with the highest level of guest satisfaction, the USA came in second place with 9 hotels, closely followed by the UK with 8 hotels.

Luxury hotels in Turkey improved their levels of guest satisfaction, with 5 properties making it into the Top 100 Hotels for the ﬁrst time. Peru also showed impressive signs of improvement, with 4 luxury hotels in the Top 100 compared to just 1 the previous year.

Top 10 Countries

8 UK

9 14 USA 5 China Egypt 5 7 India 5 Turkey 5 Mexico 6 Thailand Maldives 4 Peru

# of Top 100 Hotels per Country

24 Top 20 Review Sites

Luxury hotels experienced a 36% surge in the total number of online reviews from the previous period (1,947,060 versus 1,429,779), reinforcing the continued importance for luxury hotels to proactively manage their online reputation. While the majority of reviews are concentrated on a few keys sites, the below chart shows that it is critical for luxury brands to manage their reputation on multiple channels in order to maximize revenue.

TripAdvisor continued to be the largest online review source, generating 28% of the total volume of published reviews (versus 31% the previous year). Booking.com overtook Facebook to become the second largest review source for luxury hotels, more than doubling review volume within the year and increasing its source share dramatically from 17% to 26%.

Qunar, a popular Chinese travel search site, gained traction. Generating four times more luxury guest reviews than in the previous period, Qunar improved from 11th to 6th place, moving ahead of Hotels.com in the review sites ranking.

All of the review sites in the Top 20 experienced growth in luxury hotel review volume year- on-year apart from Facebook (-8%), Agoda (-25%) and Holidaycheck (-13%).

Top 20 Review Sites

# of Luxury Hotel Reviews

TripAdvisor 545,479 Booking.com 502,424 Facebook 256,884 Ctrip 181,851 Expedia 72,685 Qunar 67,475 Hotels.com 67,406 Agoda 47,076 eLong 30,392 HolidayCheck 20,680 Google 20,105 Priceline 20,081 Mangocity 14,239 Wotif 11,917 Otelpuan 9,739 Orbitz 8,051 Jalan 7,303 Dianping 6,594 Bestchinahotel 5,565 Rakuten 5,397

25 Review Volume by Country

The analysis showed that hotel guests from more than 100 countries wrote online reviews about their experience at luxury hotels around the globe. However, 63% of the total number of reviews were generated by guests from just 10 countries.

Each of the 10 countries generating the most online reviews showed growth in the volume of reviews compared to the previous year. For the second year running, luxury hotel guests from the USA wrote the highest overall volume of online reviews. Chinese visitors followed closely behind, generating only 5% fewer reviews than American guests, thanks to a +83% growth year-on-year. The study also revealed guests from United Arab Emirates as an emerging important audience in the luxury hotel market. With a +76% growth in review volume, they took third place in front of the UK.

Top 10 Countries by Review Volume

311.935 China (+83% YoY) 327.832 126.563 USA Arab Emirates (+23% YoY) (+76% YoY)

92.938 UK 78.821 66.456 (+28% YoY) Thailand Spain 57.450 (+7% YoY) (+32% YoY) 54.255 Mexico India (+10% YoY) 55.319 (+37% YoY) Hong Kong (+54% YoY) 46.918

Germany (+16% YoY)

26 Top 10 Languages for Reviews

This year’s study showed that English continued to be the most common language used to write online reviews for luxury hotels. Despite this, brands worldwide will increasingly need to be able to correctly interpret the views and feelings expressed in reviews written in diﬀerent languages, especially Chinese.

Top 10 Languages for Reviews

1 English 769,864 2 Chinese 259,273 3 German 64,471 4 French 54,380 5 Spanish 48,467 6 Japanese 42,732 7 Arabic 33,478 8 Russian 29,410 9 Portuguese 25,569 10 Italian 24,166

Average Review Statistics per Luxury Hotel

On average, luxury hotels received 836 online reviews each per year. 80% of reviews were positive1, indicating that the average luxury hotel guest is delighted with their stay. However, 20% of reviews for luxury hotels were either neutral or negative, reinforcing the opportunity that exists for brands to leverage Guest Intelligence to drive operational and service improvements to reach the ultimate level of perfection.

Luxury hotels responded online to less than 40% of reviews, again identifying room for improvement. In the following page, we discuss in more detail the importance of responding to reviews.

Review Data per Hotel

Average # Reviews per Year 836 # Positive Reviews 671 # Neutral Reviews 122 # Negative Reviews 43 % Management Response Rate 38.7%

1. Reviews were classiﬁed as follows: Positive (score between 80% - 100%), Neutral (score between 60% - 79%) and Negative (score of 59% or less).

27 Positive & Negative Mentions

By far, the three concepts that generated the highest volume of positive mentions were Room, Hotel and Staﬀ (>400,000 positive mentions each). Not surprisingly, Value was the concept leaving guests feeling the least satisﬁed, generating 35,827 negative comments followed by food with 28,913.

Top 5 Concepts Bottom 5 Concepts

Concept # Mentions % Positive % Negative Concept # Mentions % Positive % Negative

1 Room 521,520 85% 15% 1 Value 80,384 55% 45% 2 Hotel 483,123 91% 9% 2 Food 224,110 87% 13% 3 Staﬀ 435,668 95% 5% 3 Bathroom 88,020 80% 20% 4 Location 248,284 96% 4% 4 Breakfast 133,084 87% 13% 5 Service 239,924 90% 10% 5 Pool 118,103 87% 13%

Importance of Responding Online to Reviews

Various studies using ReviewPro data have shown a link between a hotel’s GRITM and its Management Response Rate (i.e. the percentage of online reviews that a hotel publishes a response to). The analysis in this report showed that a similar link exists for luxury hotels.

Within the total sample of 2,330 hotels, the Top 25 Luxury Hotels responded to an average of 56% of reviews online and had an average GRITM of 97.4%. The 25 Luxury Hotels with the lowest level of guest satisfaction responded on average to only 17% of reviews online and had an average GRITM of 66.8%. Based on these ﬁndings, it is advisable for luxury hotels to have a clear process in place for responding to online reviews in order to help improve rankings on review sites and OTAs as well as drive guest satisfaction.

Link between GRITM & Management Response Rate

Top 25 Hotels Bottom 25 Hotels (avg. GRITM of 97.4%) (avg. GRITM of 66,8%)

17% Management Response 56% Rate

28 Index of Brands

Brand Page Numbers

Adrian Hoteles 5, 12, 13, 14, 16 AKA Hotels 9, 15 Aldemar Resorts 5, 17 Alila Hotels 14 Anantara Hotels Resorts & Spas 5, 6, 18, 19, 20, 21, 22, 23 Andaz Hotels 5, 12, 15, 16 Apex Luxury Hotels 13, 14, 16 Armani Hotels & Resorts 15, 16 Baglioni Hotels 16 Bahia Principe Hotels & Resorts 14 Banyan Tree 5, 18, 19, 20, 21, 22 Belmond 4, 5, 6, 7, 8, 9, 10, 18, 19, 20, 21, 22, 23 Capella Hotels and Resorts 5, 7, 10, 12, 13, 14, 15, 16 Club Quarters Hotels 5, 17 Como Hotels and Resorts 5, 6, 7, 12, 13, 14, 16 Conrad Hotels & Resorts 5, 18, 19, 20, 21, 22 Constance Hotels and Resorts 5, 6, 10, 12, 13, 14, 15, 16 Corinthia Hotels 14 Dorchester Collection 5, 12, 13, 15, 16 Doyle Collection 13, 14, 15, 16 Dreams Resorts and Spa 5, 17 Edition Hotels 5, 12, 13, 16 Elegant Hotels Group 5, 12, 13, 14 Fairmont Hotels & Resorts 5, 9, 18, 19, 20, 21, 22, 23 Firmdale Hotels 5, 12, 13, 15, 16 Four Seasons 5, 6, 7, 9, 10, 11, 18, 19, 20, 21, 22 GHM 5, 12 Grand Hyatt 5, 18, 19, 20, 21, 22, 23 Grand Soluxe 19, 20, 21, 22 Guoman hotels 15 Hipotels Hotels & Resorts 5, 7, 8, 18, 19, 20, 21, 22 Iberostar The Grand Collection 5, 12, 13, 14, 15, 16 Imperial Hotels & Resorts 20 InterContinental Hotels & Resorts 5, 9, 11, 18, 19, 20, 21, 22, 23 Jaz Collection 5, 8, 18, 19, 20, 21, 22 Jumeirah Hotels 5, 7, 8, 10, 18, 19, 20, 21, 22 JW Marriott 5, 9, 18, 19, 20, 21, 22, 23 Kamuela 13, 14 Kempinski Hotels 4, 5, 6, 7, 8, 9, 10, 18, 19, 20, 21, 22 Langham Hotels and Resorts 5, 8, 12, 13, 14, 16 Library Hotel Collection 4, 5, 7, 12, 13, 14, 15, 16 Loews Hotels & Resorts 5, 11, 18, 19, 20, 21, 22, 23 Lotus Hospitality 5, 17

29 Index of Brands cont.

Brand Page Numbers

Majestic Hotel Group 5, 12, 13, 15, 16 Mandarin Oriental 5, 9, 10, 18, 19, 20, 21, 22, 23 ME by Meliá 5, 15, 17 Montage Hotels & Resorts 5, 9, 12, 13, 15, 16 Now Resorts & Spas 14 Oberoi Hotels & Resorts 5, 6, 7, 10, 12, 13, 14, 15, 16 Oetker Collection 5, 12, 15, 16, 17 One&Only Resorts 15, 16 Palace Resorts 13, 14 Park Hyatt 5, 9, 18, 19, 20, 21, 22, 23 Prince Hotels & Resorts 5, 18 Quorvus Collection 15 Raﬄes Hotels & Resorts 5, 12, 13, 14, 15, 16 Red Carnation Hotels 5, 12, 13, 14, 15, 16 RockResorts 5, 12, 13, 14, 15, 16, 17 Rosewood Hotels & Resorts 5, 7, 9, 12, 13, 15 Royal Tulip Hotels 5, 17 Secrets Resorts 5, 12, 13, 14 Shangri-La Hotels & Resorts 5, 18, 19, 20, 21, 22 Soﬁtel 5, 9, 11, 18, 19, 20, 21, 22 St. Regis Hotels 5, 18, 19, 20, 21, 22 Taj Hotels, Resorts and Palaces 5, 18, 19, 20, 21, 22 The Address Hotels & Resorts 14, 15, 16 The Luxury Collection 5, 18, 19, 20, 21, 22 The Peninsula Hotels 5, 12, 15, 16 The Ritz-Carlton 5, 10, 11, 18, 19, 20, 21, 22 Thompson Hotels 5, 17 Vincci Hoteles 14 Voyage Hotels 5, 12, 13, 14 W Hotels 5, 6, 18, 19, 21, 22 Waldorf Astoria Hotels & Resorts 5, 18, 19, 20, 21, 22, 23 Warwick International Hotels 5, 17

30 About ReviewPro

Guest Intelligence

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ReviewPro is the leading provider of Guest Intelligence solutions to independent hotel brands worldwide. The company’s comprehensive suite of cloud-based solutions includes Online Reputation Management (ORM) and the Guest Survey Solution (GSS), which enable hoteliers to obtain deeper insight into operational and service strengths and weaknesses, increasing guest satisfaction, ranking on review sites and OTAs, and driving revenue.

The company oﬀers the industry-standard Global Review IndexTM (GRI), an online reputation score (available exclusively to ReviewPro clients), which is used by thousands of hotels worldwide as a benchmark for reputation management eﬀorts, based on review data collected from 142 online travel agencies (OTAs) and review sites in more than 45 languages.

More than 18,000 hotel brands worldwide are currently using ReviewPro’s solutions to help deliver better experiences and exceed guest expectations. For more information about ReviewPro, please visit www.reviewpro.com.