Customer Satisfaction Emotions Very Likely to Return Loyalty Program

MMHI Overview - October 2004 to December 2004

Hotels

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 87.0 84 60% 4% $177 W Hotels 88.8 90 66% 7% $174 Loews 87.8 81 48% 3% $180 Four Seasons 87.6 82 71% 3% $203 Ritz-Carlton 87.3 85 77% 0% $222 Luxury Fairmont 86.7 83 58% 1% $163 Intercontinental 86.3 82 51% 0% $150 Grand Hyatt 84.5 83 47% 11% $150 Average 84.5 80 57% 8% $123 Walt Disney World Resorts 90.5 87 80% 5% $136 Renaissance 88.6 83 56% 6% $121 Westin 86.0 81 54% 12% $140 Omni 85.1 80 44% 5% $124 Embassy Suites 84.3 79 66% 7% $118 Marriott Hotels 83.9 78 65% 16% $120 Hyatt 82.9 77 49% 7% $124 Upper Upscale Hyatt Regency 82.3 77 54% 6% $131 Sheraton 82.3 77 49% 8% $114 Doubletree 81.8 78 54% 7% $104 Hilton 81.7 77 53% 11% $119 Average 83.4 78 55% 6% $104 SpringHill Suites 88.8 83 64% 14% $91 Outrigger Hotels 86.8 82 73% 0% $116 Hilton Garden Inn 84.4 78 63% 13% $101 Crowne Plaza 84.3 79 56% 5% $119 Wyndham 83.3 78 50% 10% $112 Upscale AmeriSuites 83.0 76 50% 2% $82 Courtyard By Marriott 82.5 77 63% 10% $95 Radisson 80.7 76 46% 2% $104 Adams Mark 76.7 72 31% 2% $112

The top 10 numbers are highlighted in blue.

Hotels

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 79.7 73 44% 4% $80 Four Points 83.8 78 51% 4% $87 Red Lion 82.0 76 42% 3% $82 Holiday Inn Select 81.2 75 47% 6% $93 Quality 79.8 74 49% 8% $72 Best Western 79.7 74 51% 3% $76 Holiday Inn 79.5 74 54% 8% $86 Clarion 78.4 72 40% 2% $82 Midscale w/ F&B Ramada 78.3 70 37% 2% $73 Executive Inn Hotels 78.3 72 32% 0% $76 Howard Johnson 76.4 67 39% 1% $75 Average 84.0 77 60% 7% $77 Wingate Inn 91.2 83 73% 3% $78 Drury Inns 90.4 82 68% 6% $80 Hampton Suites 87.7 81 65% 10% $92 Country Inns & Suites by Carlson 87.6 81 67% 5% $81 Sleep Inn 84.5 78 68% 10% $66 Hampton Inn 84.1 77 73% 12% $81 Baymont Inns and Suites 83.9 77 59% 3% $67 Amerihost Inn 82.9 76 50% 3% $79 La Quinta Inns 82.9 76 61% 7% $69 Comfort Suites 82.8 76 59% 9% $80 Midscale w/o F&B Fairfield Inn By Marriott 82.5 75 64% 11% $76 Holiday Inn Express 82.3 76 62% 11% $78 Wellesley Inn and Suites 81.4 76 44% 6% $68 Shilo Inns 81.3 75 48% 0% $87 Comfort Inn 79.6 74 56% 8% $70 Comfort Hotel 78.3 71 45% 5% $74

The top 10 numbers are highlighted in blue.

Hotels

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 79.6 72 46% 2% $61 Jameson Inns 87.9 82 73% 0% $65 Microtel Inns 84.5 75 58% 4% $56 AmericInn 82.7 79 52% 4% $75 Best Inns & Suites 81.2 74 43% 2% $74 Best Value Inns 80.2 73 21% 2% $63 Red Roof Inns 79.8 72 52% 6% $57 Super 8 78.5 72 53% 4% $61 Budget Inn 78.2 70 33% 1% $58 Economy Days Inns 77.4 71 45% 2% $63 Motel 6 77.4 70 58% 0% $50 Econo Lodge 77.2 69 41% 2% $58 Rodeway 77.1 73 42% 0% $59 Knights Inn 76.2 65 41% 0% $52 Travelodge 75.7 69 32% 0% $64

The top 10 numbers are highlighted in blue.

Hotels

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 86.4 80 71% 8% $90 Staybridge 89.0 85 81% 10% $102 Homewood Suites 88.7 81 75% 11% $99 Residence Inn By Marriott 87.5 82 75% 14% $102 Hawthorn Suites 86.7 78 65% 4% $93

Extended Stay Candlewood 86.1 80 69% 7% $80 Extended StayAmerica 80.4 71 63% 0% $67

The top 10 numbers are highlighted in blue.

Hotels

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 84.8 81 54% 7% $119 Bellagio 92.0 90 58% 8% $180 Caesar's Palace 87.4 85 67% 24% $108 Mirage 87.4 85 69% 4% $109 Venetian 86.5 85 54% 4% $159 MGM Grand 86.2 82 53% 5% $106 Mandalay Bay 85.2 84 57% 2% $149 Aladdin Resort and Casino 84.7 81 50% 8% $108 Monte Carlo, Las Vegas 83.7 78 53% 3% $103 Upscale Casino New York, New York 82.7 82 56% 7% $105 Bally's 82.4 78 49% 12% $84 Treasure Island at the Mirage 82.0 75 44% 6% $105 Paris Las Vegas 81.7 80 45% 11% $117 Luxor 80.4 75 48% 4% $113 Average 82.8 76 58% 19% $66 Isle of Capri 91.2 82 83% 38% $49 Orleans 90.2 81 72% 3% $65 Rio 88.3 84 65% 30% $84 Harrah's 87.2 81 79% 46% $55 Fitzgeralds 86.5 77 67% 26% $49 Grand Casinos 83.5 76 80% 27% $59 Golden Nugget 83.0 79 63% 15% $74 Flamingo Las Vegas 81.4 75 44% 11% $86

Casino Riviera 81.1 73 38% 14% $72 Stardust 80.9 77 63% 29% $59 Imperial Palace 80.7 72 49% 16% $60 Tropicana 80.5 76 55% 16% $76 Excalibur 79.0 75 32% 3% $80 Stratosphere 77.5 71 48% 11% $64 Circus Circus 77.0 71 43% 5% $67 Sahara 76.6 70 39% 12% $62

The top 10 numbers are highlighted in blue.

Rental Car Agencies

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 80.2 76 54% 8% $40 Enterprise 84.8 81 66% 2% $37 Alamo 82.7 75 50% 3% $38 Avis 81.8 79 60% 18% $41 Thrifty 79.5 75 49% 5% $37 Hertz 78.6 75 56% 18% $45 National 78.1 73 59% 11% $40

Rental Car Agencies Dollar 78.0 74 42% 8% $39 Budget 77.9 75 47% 3% $40

The top numbers are highlighted in blue.

Airlines

Customer Emotions Very Likely Loyalty Reported Satisfaction To Return Program Price Strength Average 77.3 76 64% 12% $286 Midwest Airlines 91.5 89 89% 18% $291 Jet Blue 89.5 87 88% 3% $234 AirTran 80.8 78 64% 5% $203 American Trans Air (ATA) 79.8 78 66% 4% $254 Southwest 78.2 78 77% 12% $208 Alaska Airlines 78.1 79 81% 21% $312 Frontier 78.0 78 66% 3% $268 Spirit Airlines 77.6 75 66% 0% $192

Airlines Continental Airlines 76.1 75 61% 25% $336 Delta Express 73.5 73 53% 3% $266 Delta Air Lines 72.9 72 54% 17% $343 American Airlines 72.8 72 57% 20% $343 America West 72.8 73 46% 10% $270 Northwest Airlines 72.5 72 61% 17% $376 United 72.0 72 52% 20% $385 US Airways 70.7 71 39% 12% $290

The top 3 numbers are highlighted in blue.

What is the Market Metrix Hospitality Index?

As the largest and most in-depth measure of hotel, car rental and airline performance available today, the Market Metrix Hospitality Index (MMHI) has become a touchstone for the hospitality industry. Based on 35,000 customer interviews conducted each quarter, the index has unprecedented breadth and depth. Industry results are compiled into quarterly reports, which are available for purchase. Subscribers can measure their company's stand-alone performance and dynamically benchmark their ratings against those of competitors and highly ranked companies within and across other hospitality industries.

Customer Satisfaction The Customer Satisfaction Score is the average score of 13 product and service questions and is highly correlated with repeat behavior and word of mouth recommendations. The customer satisfaction component of the Market Metrix Hospitality Index provides accurate scores and comparable results for all major hotel brands.

Emotions The numbers in this category indicate the average score for 16 key emotions. This section is designed to identify which segments and brands currently deliver the emotions that drive guest loyalty.

Price Premium This number represents how much more consumers are willing to pay per room before switching brands. This number is helpful for understanding brand equity and evaluating the components that affect rate tolerance.

Very Likely To Return This is the percentage of guests that say they are very likely to return. Along with "Very Likely To Recommend," they are the key components of a "Secure Customer."

Loyalty Program Strength “Loyalty Program Strength” indicates the relative success of a brand’s loyalty program compared to other programs in the hotel industry. This measure combines the percentage of guests who are members of a brand’s loyalty program and the importance of that program (to the guest) in selecting that hotel brand.