2014 Top Luxury & Brand Report

March 2014 Index

Introduction and Methodology 3 Benefits of Online Reputation Management 4 Key Findings 4

Summary of Results

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

Best Performing Small Luxury Brands Top 25 9 Top 10 Most Improved 9 Top 25 by Service 10 Top 25 by Value 10 Top 25 by Location 11 Top 25 by Cleanliness 11

Best Performing Large Luxury Brands Top 25 12 Top 10 Most Improved 13 Top 25 by Service 13 Top 25 by Value 14 Top 25 by Location 14 Top 25 by Cleanliness 15

Additional Insights Top 100 Hotels Distributed by Geography (Top 10 Countries) 16 Top 20 Review Sites 16 Top 10 Languages for Reviews 16 Index of Brands 17 About ReviewPro 18 Introduction and Methodology

93% of hotel guests are influenced by reviews1, and those booking luxury holidays are no exception. From Mauritius to Manhattan, to Las Vegas, luxury hotel guests are increasingly scrutinizing online reviews before deciding where to spend their money.

As online reputation plays an increasing role on the performance of brands and individual hotels across all segments, ReviewPro, the leading provider of online reputation and social media analytics for the hotel industry, is launching an annual report tracking which luxury hotels and brands around the world are doing the best job at earning rave reviews from their well-heeled guests.

For the first edition of this landmark study, ReviewPro aggregated 839,593 online guest reviews published during 2013 for the hotels that industry tracker STR Global classified as ‘luxury’. A total of 1,692 properties and 84 hotel brands in all five continents were analyzed.

ReviewPro divided the properties in two groups: large luxury brands, for groups with 20 or more hotels, and small brands for those with fewer than 20. After dividing the sample in those two groups, ReviewPro calculated its proprietary online reputation score, the Global Review Index™ (GRI) 2, for both hotels and brands based on guest reviews over the last year in more than 100 online travel agencies (OTAs) and review sites.

This study features a wide variety of luxury hotels and brands. They range from hip, modern brands launched by the biggest hotel operators in the world to ultra-luxury properties dreamed up by seasoned hoteliers3. Some specialize in in tropical locations, while others are busy carving out a niche in the world’s most exciting cities. “As luxury hotels and brands worldwide compete to deliver superior guest experiences,” observed ReviewPro CEO RJ Friedlander, “the insight provided by our Global Review Index™ score and social media analytics is vital to their success.”

1 Source: TripBarometer (TripAdvisor).

2 ReviewPro’s Global Review Index™ (GRI) is the industry-standard online reputation benchmark. Based on the largest sample of review data available in the world, the GRI can be calculated for individual hotels and brands for a given time-frame by analyzing guests’ ratings from 100+ leading online travel agencies 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 use the Global Review Index™ both as a key internal metric and to establish online reputation objectives, along with renowned industry leading partners such as Cornell University, and Sabre Hospitality Solutions.

3 Cover image courtesy of Olare Mara , Masai Mara, Kenya. Page 2: Image courtesy of Constance Halaveli Hotel, Maldives. Page 4: Image courtesy of Kempinski Hotel Cathedral Square, Vilnius, Lithuania.

March 2014 3 Benefits of Online Reputation Management (ORM)

Online Reputation Management (ORM) can no longer be considered a passing fad as it has established itself as an essential activity to increase hotel guest satisfaction and grow revenue. PhoCusWright’s Director of Sales for Europe, Florence Kaci, recently highlighted how “the effective use of big data can really increase hotel performance and can really be a competitive differentiator” 4.

Leading groups in ReviewPro’s Top Luxury Hotel and Brand Report are well aware of ORM and the need to continually improve their ability to track, analyze and respond to guest feedback to deliver remarkable experiences. Savvy hoteliers leverage the social web by listening to what their clients are saying across hundreds of OTAs and review sites to:

yy Benchmark themselves against their competitors to gain detailed insight into strengths and opportunities for improvement. yy Track and manage performance at corporate and individual property level. yy Optimize revenue performance, as 1% increase in GRI translates to an average of 1.42% jump in RevPAR, according to a Cornell University study. yy Receive automated alerts and reports to effectively manage across multiple departments to make operational and service improvements to increase guests satisfaction and boost revenue.

Key Findings of Report

yy ReviewPro analyzed Global Review IndexTM scores for 1,692 hotels that pertain to 84 luxury brands. yy The report evaluated 839,593 online guest reviews aggregated from 100+ OTAs and review sites in 45+ languages. yy In 2013, luxury brands experienced a 35% surge in total number of reviews versus 2012. yy 82% of online guest reviews were positive, 12.7% were neutral and only 5.3% accounted for negative experiences. yy The average GRI for the Top 25 small luxury brands was 2.9% higher than that of the Top 25 big brands. yy India (13%), (11%) and China (11%) had the largest number of Top 100 rated luxury properties. yy Besides over guest satisfaction scores (GRI), the report also evaluates guest satisfaction performance for ‘Service Index’ (average score 89%), ‘Value Index’ (average score: 81.6%), ‘Location Index’ (average score: 90%) and ‘Cleanliness Index’ (average score: 91.4%).

4 Source: Travel Innovation & Technology Trends: 2013 and Beyond (PhoCusWright).

March 2014 4 Summary of Results

Top 25 Performers

Top Individual Hotels Top Small Brands Top Large Brands 1. Palacio Nazarenas, Orient-Express, Cusco 1. Constance Hotels 1. Oberoi Hotels 2. Northern Belle, Orient-Express 2. Capella Hotels 2. Four Seasons Hotels 3. A Rosewood Resort, Jumby Bay 3. Montage Hotels 3. Orient-Express Hotels 4. The Oberoi Vanyavilas, Ranthambhore 4. Firmdale Hotels 4. Park Hotels 5. Four Seasons Tented Camp, Golden Triangle 5. Rock Resorts 5. 6. Wildflower Hall, Shimla in the Himalayas 6. Andaz Hotels 6. St. Regis Hotels 7. CordeValle, Rosewood Resort, San Martín 7. Raffles Hotels 7. Mandarin Oriental 8. The Oberoi, Mauritius 8. Peninsula Hotels 8. Hotels 9. Olare Mara Kempinski, Masai Mara 9. 9. Banyan Tree Hotels 10. Las Ventanas al Paraiso, Los Cabos 10. Adrian Hotels 10. Jaz Hotels 11. The Oberoi, Sahl Hasheesh 11. Elegant Hotels 11. 12. Four Seasons Resort, Bora Bora 12. Lungarno Hotels 12. Ritz-Carlton 13. St. Regis Punta Mita Resort 13. Regalia Hotels 13. Shangri-La Hotel 14. Rosewood Hotel, Georgia 14. Mokara Hotels 14. Kempinski Hotels 15. Six Senses Hotel, Yao Noi 15. Regent Hotels 15. Hiphotels 16. Kempinski Hotel, Cathedral Square 16. Zoetry Wellness & Spa Resorts 16. Luxury Collections 17. Constance Hotel, Tsarabanjina 17. Six Senses Hotels 17. JW Marriott 18. The House, Istanbul 18. Doyle Collection 18. Hotels 19. The Inn, Palmetto Bluff 19. U Hotels 19. Grand Hyatt Hotels 20. Portrait Suites, Rome 20. The Leela Palace Hotels 20. Fairmont Hotels 21. Mandarin Oriental, Guangzhou 21. One & Only Hotels 21. Rosewood Hotels 22. Taj Lake Palace, 22. Edition Hotels 22. Waldorf Hotels 23. Anantara Xishuangbanna Resort & Spa 23. Kamuela Hotels 23. 24. The Oberoi Udaivilas, Udaipur 24. Secrets Hotels 24. Soluxe Hotels 25. Capella Pedregal, Cabo San Lucas 25. AKA Hotels 25.

Top 10 Most Improved

Top Hotels Top Small Brands Top Large Brands 1. JW Marriott Hotel, Cusco 1. Gouman Hotels 1. Orient-Express Hotels 2. Gritti Palace Hotel, Venice 2. Royal Demeure Hotels 2. Jaz Hotels 3. Beppuwan Royal Hotel, Oita 3. Demeure Hotels 3. Kempinski Hotels 4. C H Hotel, Chiang Mai 4. Montage Hotels 4. Grand Hyatt Hotels 5. Conrad Hotel, Seoul 5. Doyle Collection 5. St. Regis Hotels 6. Sofitel Arc de Triomphe, Paris 6. Regent Hotels 6. JW Marriott 7. D’Inghilterra Hotel, Rome 7. Baglioni Hotels 7. Taj Hotels 8. W Singapore Sentosa Cove 8. Andaz Hotels 8. Anantara Hotels 9. Jaz Mirabel Park, Sharm El Sheikh 9. Adrian Hotels 9. Sofitel Hotels 10. Jaz Little Venice Golf Resort, Ain Sokhna 10. Elegant Hotels 10. Waldorf Hotels

March 2014 5 Best Performing Luxury Hotels

Top 25 Individual Hotels

In addition to calculating the Global Review Index™ for the 84 luxury brands that comprise this report, ReviewPro also obtained the GRI scores for their 1,692 combined individual properties. Orient-Express Hotels, ranking No. 3 among large brands, took the first and second spot in the properties list. Palacio Nazarenas, its boutique hotel in Cusco (Peru) based in a historic former palace and convent, scored a record 99.2% GRI, while its luxury train Northern Belle, evoking the 1930s while crossing Britain’s countryside, came second. Rosewood, Oberoi and Four Seasons, also featured in the large brands ranking, completed the Top 5.

Hotel Global Review Index™ 1. Palacio Nazarenas, Orient-Express, Cusco 99.2% 2. Northern Belle, Orient-Express, UK 98.4% 3. A Rosewood Resort, Jumby Bay 98.2% The Oberoi Vanyavilas, Ranthambhore 98.2% 5. Four Seasons Tented Camp, Golden Triangle 98.0% 6. Wildflower Hall, Shimla in the Himalayas 97.7% 7. CordeValle, Rosewood Resort, San Martín 97.6% 8. The Oberoi, Mauritius 97.5% Olare Mara Kempinski, Masai Mara 97.5% 10. Las Ventanas al Paraiso, Los Cabos 97.4% The Oberoi, Sahl Hasheesh 97.4% Four Seasons Resort Bora Bora 97.4% St. Regis Punta Mita Resort 97.4% 14. Rosewood Hotel, Georgia 97.3% 15. Six Senses Hotel, Yao Noi 97.2% 16. Kempinski Hotel, Cathedral Square 97.1% 17. Constance Hotel, Tsarabanjina 96.9% The House, Istanbul 96.9% 19. The Inn, Palmetto Bluff 96.8% 20. Portrait Suites, Rome 96.7% Mandarin Oriental, Guangzhou 96.7% Taj Lake Palace, Udaipur 96.7% Anantara Xishuangbanna Resort & Spa 96.7% 24. The Oberoi Udaivilas, Udaipur 96.6% 25. Capella Pedregal, Cabo San Lucas 96.5%

Top 10 Most Improved

Given the complexity of raising the bar for a group of hotels, there were no large increases in overall GRI at brand level. The large and small luxury brand that experienced the biggest improvements saw their online reputation scores increase from 0.3% to 2.4%. At property level, on the other hand, the most improved hotels experienced far bigger increases, with JW Marriott’s Hotel Cusco in Peru leading the ranking with an impressive +16.6% annual growth of its Global Review Index™. Marriott’s landmark property in Cusco’s historic center shared the podium with Luxury Collection’s Gritti Palace in Venice and Daiwa Royal Resort’s Beppuwan Royal Hotel in Japan.

Hotel Global Review Index™ Increase 1. JW Marriott Hotel, Cusco 93.50% +16.6% 2. The Gritti Palace, Venice 94.70% +12.6% 3. Beppuwan Royal Hotel 77.10% +11.4% 4. C H Hotel, Chiang Mai 68.30% +11.0% 5. Conrad Seoul 88.30% +10.5% 6. Sofitel Arc de Triomphe, Paris 83.00% +10.2% 7. D’Inghilterra Hotel, Rome 83.10% +10.1% 8. W Singapore Sentosa Cove 85.30% +9.5% 9. Jaz Mirabel Park, Sharm El Sheikh 90.90% +9.4% 10. Jaz Little Venice Golf Resort 82.70% +9.4%

March 2014 6 Top 25 by Service

The following properties achieved the highest degree of guest satisfaction with their service:

Hotel Service Index 1. The Oberoi, Dubai 99.3% 2. Four Seasons Tented Camp Golden Triangle, Chiang Rai 99.2% Palacio Nazarenas, Orient-Express, Cusco 99.2% 4. Coworth Park Hotel, Ascot 98.9% Regent Hotel, Bali 98.9% 6. Taj Mahua Kothi, Bond Havgarh National Park 98.7% 7. Sol Y Mar Makadi Sun, Makadi Bay 98.6% 8. Las Ventanas al Paraíso Rosewood Resort, Los Cabos 98.5% 9. Jaz Makadi Bayview Hotel, Makadi Bay 98.3% 10. Anantara Resort, Golden Triangle 98.2% 11. Jaz Makadi Star & Spa, Makadi Bay 98.1% 12. Sol Y Mar Solaya, Madinat 98.0% 13. Hipotels Hipocampo Playa Hotel, Cala Millor 97.9% Raffles L’ermitage Hotel, Beverly Hills 97.9% CordeValle Rosewood Resort, San Martin 97.9% 16. Four Seasons Hotel, Chicago 97.8% The Oberoi, Mauritius 97.8% Six Senses, Yao Noi 97.8% 19. Hipotels Aparthotel Cala Millor Park 97.7% Four Seasons Resort Maldives, Kuda Huraa 97.7% Anantara Sir Bani Yas Island, Al Yamm Villa Resort 97.7% Raffles Hotel, Dubai 97.7% 20. Taj Lake Palace, Udaipur 97.6% The Oberoi, New Delhi 97.6% Four Seasons Resort, Sharm El Sheikh 97.6%

Top 25 by Value

The following properties achieved the highest degree of guest satisfaction with their perceived value:

Hotel Value Index 1. Olare Mara Kempinski, Masai Mara 97.7% 2. The Oberoi, Dubai 96.6% 3. Jaz Makadi Bayview Hotel, Makadi Bay 95.1% 4. Grand Hyatt Shenyang 94.6% 5. Hipotels Hipocampo Palace & Spa, Cala Millor 94.2% Traders Hotel Brisbane 94.2% 7. Palacio Nazarenas, Orient-Express, Cusco 94.1% 8. Iberotel Samaya Beach Resort, Marsa Alam 93.7% 9. Raffles Hotel, Hainan 93.4% 10. Shangri-La Hotel,Changzhou 93.3% 11. Kempinski Hotel, Cathedral Square, Vilnius 93.1% 12. Iberotel Palace, Sharm El Sheikh 93.0% 13. Sensimar Makadi 92.5% 14. Sol Y Mar Makadi Sun 92.4% 51 Buckingham Gate, Taj Suites & Residences, London 92.4% 16. Portrait Suites, Rome 92.3% 17. Four Seasons Hotel Cairo at the First Residence, Cairo 92.1% Jaz Makadi Star & Spa, Makadi Bay 92.1% 19. The Oberoi, 92.0% 20. Savute Elephant Camp, Orient-Express, Chobe National Park 91.9% 21. Sofitel Taba Heights 91.8% 22. Resort The Oberoi Udaivilas, Udaipur 91.7% 23. Leela Palace, Chennai 91.6% The Oberoi, Mauritius 91.6% Four Seasons Hotel, Baku 91.6%

March 2014 7 Top 25 by Location

The following properties achieved the highest degree of guest satisfaction with their location:

Hotel Location Index 1. Lungarno Suites, Florence 100.0% 2. Khwai River Lodge, Ngamiland East 99.5% 3. , New York 99.1% Taj Lake Palace, Udaipur 99.1% 5. Lion Palace Four Seasons, St. Petersburg 99.0% The Oberoi Amarvilas, Agra 99.0% Capella Washington D.C., Georgetown 99.0% 8. Constance Tsarabanjina, Madagascar 98.9% Luna Hotel Baglioni 98.9% Hotel Das Cataratas, Orient-Express, Igassu Falls 98.9% Rosewood Little Dix Bay, Spanish Town 98.9% Montage, Beverly Hills 98.9% 13. Hotel National, A Luxury Collection Hotel 98.8% The Ritz Carlton, Moscow 98.8% Four Seasons Hotel, Prague 98.8% The Fairmont Chateau, Lake Louise 98.8% Four Seasons Resort, Bora Bora 98.8% Savute Elephant Camp, Orient-Express 98.8% 19. Rosewood Hotel, Georgia 98.7% Four Seasons Hotel Chicago 98.7% Charing Cross, Hotel London 98.7% The Ritz-Carlton, Chicago 98.7% 23. Sofitel Budapest CHain Bridge, Budapest 98.6% The Stafford London, Kempinski 98.6% 25. Wildflower Hall, Shimla in the Himalayas 98.5%

Top 25 by Cleanliness

The following properties achieved the highest degree of guest satisfaction with their cleanliness:

Hotel Cleanliness Index 1. The Oberoi Vanyavilas, Ranthambhore 99.8% Four Seasons Hotel Baku 99.8% Kempinski Hotel, Cathedral Square, Vilnius 99.8% 4. Capella Washington D.C., Georgetown 99.7% Haymarket Hotel, London 99.7% Palacio Nazarenas, Orient-Express, Cusco 99.7% 7. CordeValle, Rosewood Resort, San Martin 99.6% 8. Rosewood, San Miguel de Allende 99.5% Las Ventanas al Paraiso, Rosewood Resort 99.5% 10. The Ritz Carlton Club, Vail 99.4% 11. Naladhu Resort, Maldives 99.3% The Oberoi, Dubai 99.3% 13. Rosewood Hotel, Georgia 99.2% 14. Olare Mara Kempinski, Masai Mara 99.1% 15. JW Marriott Hotel, Ankara 98.9% Four Seasons Resort Mauritius at Anahita 98.9% Taj Pashan Garh, Panna 98.9% 18. Khwai River Lodge, Ngamiland East 98.8% Four Seasons Hotel, Denver 98.8% 20. Palais Hansen Kempinski, Vienna 98.7% Fairmont, Baku 98.7% 22. Four Seasons Hotel Gresham Palace Budapest 98.6% 23. Savute Elephant Camp, Orient-Express, Botsuana 98.5% Rosewood Mayakoba, Quintana Roo 98.5% Andaz Maui at Wailea, Mavi 98.5%

March 2014 8 Best Performing Small Luxury Brands

Top 25 Brands

The 55 brands included in ReviewPro’s analysis of small luxury brands manage fewer than 20 properties. The smallest brand on this Top 25 list ranked by GRI is ’s lifestyle brand Edition (No. 22), which, during 2013, had just two properties. The largest on this list is Andaz, Hyatt’s lifestyle brand, with 12 properties. A surprising 20 of the brands that made the Top 25 list achieved GRI scores of above 90%. It is also worth noting that the average GRI for the small brands was 2.9% higher than that of the large brands.

The following small hotel brands achieved the highest degree of overall guest satisfaction:

Brand Global Review Index™ Properties 1. Constance Hotels 93.7% 7 2. Capella Hotels 93.5% 6 3. Montage Hotels 93.3% 4 4. Firmdale Hotels 93.0% 8 5. Andaz Hotels 92.7% 12 6. Rock Resorts 92.6% 6 7. Raffles Hotels 92.5% 10 8. Peninsula Hotels 92.4% 9 9. Dorchester Collection 92.0% 9 10. Adrian Hotels 91.5% 3 11. Elegant Hotels 91.2% 5 12. Lungarno Hotels 91.0% 8 Regalia Hotels 91.0% 6 14. Mokara Hotels 90.7% 8 15. Regent Hotels 90.6% 7 Zoetry Wellness & Spa Resorts 90.6% 3 17. Six Senses Hotels 90.5% 9 18. Doyle Collection 90.4% 8 19. U Hotels 90.2% 8 20. The Leela Palace Hotels 90.1% 8 21. One & Only Hotels 89.8% 8 22. Edition Hotels 89.7% 2 23. Kamuela Hotels 89.4% 3 24. Secrets Hotels 88.8% 8 25. AKA Hotels 88.7% 9

Top 10 Most Improved

Guoman Hotels, a small luxury brand with six deluxe hotels in London, ranks as the No. 1 most-improved small brand. Guoman’s properties include the majestic Royal Horseguards that overlooks the Thames River. The following small hotel brands achieved the highest year-over-year gain in their GRI online reputation score:

Brand Global Review Index™ 1. Gouman Hotels 86.2% 2. Royal Demeure Hotels 80.6% Demeure Hotels 80.6% 4. Montage Hotels 93.3% 5. Doyle Collection 90.4% 6. Regent Hotels 90.6% 7. Baglioni Hotels 88.2% 8. Andaz Hotels 92.7% 9. Adrian Hotels 91.5% 10. Elegant Hotels 91.2%

March 2014 9 Top 25 by Service

The following small hotel brands achieved the highest degree of guest satisfaction with their hotels’ service:

Brand Service Index 1. Montage Hotels 95.7% 2. Adrian Hotels 95.0% 3. Firmdale Hotels 94.7% Raffles Hotels 94.7% 5. Dorchester Collection 94.6% 6. U Hotels 94.0% 7. Constance Hotels 93.7% 8. Andaz Hotels 93.5% Capella Hotels 93.5% Rock Resorts 93.5% 11. Doyle Collection 93.3% Kamuela Hotels 93.3% 13. Peninsula Hotels 93.0% 14. Zoetry Wellness & Spa Resorts 92.7% 15. Six Senses Hotels 92.6% 16. Mokara Hotels 92.5% 17. Elegant Hotels 92.0% 18. Edition Hotels 91.7% 19. The Leela Palace Hotels 91.2% 20. Franklyn Hotels 91.1% 21. Mint Hotels 91.0% 22. Regent Hotels 90.9% 23. Secrets Hotels 90.5% 24. Baglioni Hotels 90.4% 25. One & Only Hotels 89.8%

Top 25 by Value

The following small hotel brands achieved the highest degree of guest satisfaction with their hotels’ perceived value:

Brand Value Index 1. Mint Hotels 90.8% 2. Kamuela Hotels 89.1% 3. U Hotels 88.8% 4. Secrets Hotels 86.5% Zoetry Wellness & Spa Resorts 86.5% 6. Doyle Collection 86.4% 7. Capella Hotels 85.8% Constance Hotels 85.8% 9. Now Hotels 85.3% 10. Rock Resorts 85.2% 11. Mokara Hotels 85.1% Montage Hotels 85.1% 13. Adrian Hotels 85.0% Raffles Hotels 85.0% 15. Lungarno Hotels 84.6% The Leela Palace Hotels 84.6% 17. Elegant Hotels 84.2% 18. African Pride Hotels 84.0% Regent Hotels 84.0% 20. Peninsula Hotels 83.9% 21. Andaz Hotels 83.7% Edition Hotels 83.7% 23. Dorchester Collection 83.6% 24. Firmdale Hotels 83.6% 25. Dreams Resorts & Spas 83.4%

March 2014 10 Top 25 by Location

The following small hotel brands achieved the highest degree of guest satisfaction with their hotels’ location:

Brand Location Index 1. Montage Hotels 97.3% 2. Lungarno Hotels 97.0% 3. Andaz Hotels 96.8% 4. Firmdale Hotels 96.3% 5. AKA Hotels 96.1% Gouman Hotels 96.1% 7. Peninsula Hotels 95.5% Rock Resorts 95.5% 9. Constance Hotels 95.0% 10. Dorchester Collection 94.8% 11. Baglioni Hotels 94.7% 12. ME Meliá 94.6% 13. Capella Hotels 94.0% 14. Elegant Hotels 93.8% 15. One & Only Hotels 93.4% 16. Hotels 93.2% 17. Doyle Collection 93.1% 18. Affinia Hotels 93.0% U Hotels 93.0% 20. Franklyn Hotels 92.9% 21. Raffles Hotels 92.4% 23. Thompson Hotels 91.9% Missoni Hotels 91.7% 24. Six Senses Hotels 91.6% 25. Mokara Hotels 91.4%

Top 25 by Cleanliness

The following small hotel brands achieved the highest degree of guest satisfaction with their hotels’ cleanliness:

Brand Cleanliness Index 1. Firmdale Hotels 98.0% 2. Montage Hotels 97.8% 3. Dorchester Collection 96.5% 4. Edition Hotels 96.3% 5. Adrian Hotels 96.2% Mint Hotels 96.2% 7. Andaz Hotels 96.0% Raffles Hotels 96.0% 9. Capella Hotels 95.9% 10. Peninsula Hotels 95.8% 11. Constance Hotels 94.9% 12. Doyle Collection 94.8% 13. Regent Hotels 94.4% 14. Mokara Hotels 94.3% 15. The Leela Palace Hotels 94.2% 16. Rock Resorts 94.0% Zoetry Wellness & Spa Resorts 94.0% 18. Six Senses Hotels 93.8% 19. One & Only Hotels 93.7% 20. Baglioni Hotels 93.5% 21. Bulgari Hotels 93.2% 22. Secrets Hotels 93.0% 23. U Hotels 92.7% 24. Lungarno Hotels 92.6% 25. African Pride Hotels 92.0%

March 2014 11 Best Performing Large Luxury Brands

Top 25

As would be expected, the analysis of the group of 29 large luxury brands reveals that the average luxury hotel customer is delighted with their stay. Seven of the brands that made the Top 25 list achieved Global Review Index™ scores above the 90% mark. Affluent customers, however, aren’t afraid to show their disappointment when warranted: the lowest-ranked brand of this group earned a GRI of 75.7%.

The size of a brand did not significantly hurt guest satisfaction, with most of the largest luxury brands making the Top 25 list. The largest brand in the group, the 122-location Sofitel brand, that belongs to hospitality giant , came in at No. 18. The smallest brands of this group with 20 properties, however, achieved a higher GRI: Jumeirah ranked No. 8, and Oberoi Hotels, at No. 1, only registered 1.4% of negative reviews.

The following large hotel brands achieved the highest degree of overall online guest satisfaction:

Brand Global Review Index™ Properties 1. Oberoi Hotels 94.6% 20 2. Four Seasons Hotels 92.2% 91 3. Orient-Express Hotels 92.1% 27 4. Park Hyatt Hotels 91.3% 32 5. Taj Hotels 90.9% 27 6. St. Regis Hotels 90.8% 31 7. Mandarin Oriental 90.6% 29 8. Jumeirah Hotels 89.7% 20 9. Banyan Tree Hotels 89.6% 22 10. Jaz Hotels 89.5% 40 11. Conrad Hotels 89.4% 24 12. Ritz-Carlton 89.1% 90 13. Shangri-La Hotel 88.9% 84 14. Kempinski Hotels 88.8% 83 15. Hiphotels 88.6% 26 16. Luxury Collection Hotels 88.1% 55 17. JW Marriott 87.9% 66 18. Sofitel Hotels 87.7% 122 19. Grand Hyatt Hotels 87.4% 39 20. Fairmont Hotels 87.0% 70 21. Rosewood Hotels 86.2% 42 22. Waldorf Hotels 85.6% 27 23. Loews Hotels 83.7% 20 24. Grand Soluxe Hotels 83.0% 34 W Hotels 83.0% 46

March 2014 12 Top 10 Most Improved

Of the large luxury brands, 73-location Kempinski was the largest brand to place in the Top 10 in terms of greatest overall GRI improvement during the period that ReviewPro analyzed.

In 2013, consumers wrote 30% more reviews about Kempinski properties and Kempinski began working with ReviewPro to improve how its employees listen to and address consumer feedback. “The increase in awareness and utilization of online reputation management software helps,” said Riko van Santen, Kempinski’s Vice President of Digital Strategy & Distribution.

Kempinski’s general managers compile monthly reports on key performance indicators such as guest satisfaction and GRI review scores. “By looking into this with tools that can dive deep into departments and/or markets affected, we can better anticipate expectations of our guests and act accordingly”, added van Santen.

The following large hotel brands achieved the highest year-over-year growth in their GRI online reputation score:

Brand Global Review Index™ 1. Orient-Express Hotels 92.1% 2. Jaz Hotels 89.5% 3. Kempinski Hotels 88.8% 4. Grand Hyatt Hotels 87.4% 5. St. Regis Hotels 90.8% 6. JW Marriott 87.9% 7. Taj Hotels 90.9% 8. Anantara Hotels 89.5% 9. Sofitel Hotels 87.7% 10. Waldorf Hotels 85.6%

Top 25 by Service

The following large hotel brands achieved the highest degree of guest satisfaction when it comes to their hotel’s service:

Brand Service Index 1. Oberoi Hotels 96.0% 2. Four Seasons Hotels 94.4% 3. Orient-Express Hotels 93.1% 4. Hiphotels 93.0% 5. Mandarin Oriental 92.9% 6. Taj Hotels 92.7% 7. Jaz Hotels 92.0% Park Hyatt Hotels 92.0% 9. Ritz-Carlton 91.6% 10. Shangri-La Hotel 91.4% 11. Anantara Hotels 91.2% 12. St. Regis Hotels 91.0% 13. Conrad Hotels 90.9% 14. Banyan Tree Hotels 90.5% Jumeirah Hotels 90.5% 16. Kempinski Hotels 89.8% 17. JW Marriott 89.3% 18. Luxury Collection Hotels 89.2% 19. Grand Hyatt Hotels 88.9% 20. Fairmont Hotels 88.7% 21. Sofitel Hotels 88.6% 22. Rosewood Hotels 87.5% 23. Loews Hotels 87.0% 24. Waldorf Hotels 86.8% 25. W Hotels 86.1%

March 2014 13 Top 25 by Value

The following large hotel brands achieved the highest degree of guest satisfaction as it related to perceived value:

Brand Value Index 1. Oberoi Hotels 89.6% 2. Jaz Hotels 87.7% 3. Taj Hotels 85.5% 4. Hiphotels 85.3% 5. Orient-Express Hotels 84.8% 6. Four Seasons Hotels 83.9% 7. Anantara Hotels 83.6% 8. Jumeirah Hotels 83.3% 9. Shangri-La Hotels 82.2% 10. Conrad Hotels 82.1% St. Regis Hotels 82.1% 12. Park Hyatt Hotels 81.9% Rosewood Hotels 81.9% 14. Kempinski Hotels 81.6% 15. Banyan Tree Hotels 81.4% 16. Mandarin Oriental 81.0% 17. Ritz-Carlton 80.8% 18. Sofitel Hotels 80.7% 19. JW Marriott 80.6% Luxury Collection Hotels 80.6% 21. Grand Hyatt Hotels 79.4% 22. Fairmont Hotels 79.3% 23. Daiwa Royal Resort 78.3% 24. Loews Hotels 78.0% 25. Waldorf Hotels 77.8%

Top 25 by Location

The following large hotel brands achieved the highest degree of guest satisfaction with their hotels’ location:

Brand Location Index 1. Oberoi Hotels 94.2% 2. Orient-Express Hotels 94.0% 3. Four Seasons Hotels 93.0% Mandarin Oriental 93.0% 5. Luxury Collections 92.9% 6. St. Regis Hotels 92.8% 7. Loews Hotels 92.6% 8. Taj Hotels 92.3% 9. Jumeirah Hotels 92.0% 10. Fairmont Hotels 91.8% 11. Park Hyatt Hotels 91.7% 12. Waldorf Hotels 91.5% 13. Grand Hyatt Hotels 90.9% Sofitel Hotels 90.9% 15. Ritz-Carlton 90.8% 16. W Hotels 90.1% 17. JW Marriott 90.0% 18. Rosewood Hotels 89.3% 19. Banyan Tree Hotels 89.2% 20. Kempinski Hotels 89.0% Shangri-La Hotel 89.0% 22. Conrad Hotels 88.8% 23. Anantara Hotels 88.5% 24. Hiphotels 88.3% 25. Jaz Hotels 87.8%

March 2014 14 Top 25 by Cleanliness

The following large hotel brands achieved the highest degree of guest satisfaction with their hotel’s cleanliness:

Brand Cleanliness Index 1. Oberoi Hotels 97.0% 2. Four Seasons Hotels 96.3% 3. Park Hyatt Hotels 95.3% 4. St. Regis Hotels 95.0% 5. Orient-Express Hotels 94.5% 6. Taj Hotels 94.4% 7. Mandarin Oriental 94.2% Ritz-Carlton 94.2% 9. Conrad Hotels 94.0% 10. Jumeirah Hotels 93.7% 11. Kempinski Hotels 93.5% 12. Anantara Hotels 93.0% 13. Shangri-La Hotel 92.9% 14. Luxury Collection Hotels 92.5% 15. JW Marriott 92.3% 16. Banyan Tree Hotels 92.2% 17. Grand Hyatt 92.0% 18. Hiphotels 91.9% 19. Sofitel Hotels 91.5% 20. Fairmont Hotels 91.4% 21. Jaz Hotels 91.2% 22. Loews Hotels 89.6% Rosewood Hotels 89.6% 24. Waldorf Hotels 89.2% 25. W Hotels 89.1%

March 2014 15 Additional Insights

Top 100 Hotels Distributed by Geography

ReviewPro also sorted 1,692 combined properties of the 84 luxury brands by country to identify the geographical areas that have more hotels among the Top 100 best-rated properties by online reviewers. India, with 13 hotels (among them the No. 4 and No. 6 of the ranking), took the leading spot, while United States and China also scored highly, with 11% each.

The ranking proved nonetheless that the top-rated properties are uniformly spread across all five continents, with hotels in 31 different countries.

Country No. of Top 100 hotels 1. India 13% 2. United States 11% China 11% 4. Mexico 9% 5. Maldives 7% 6. Thailand 6% Egypt 6% 8. Mauritius 4% Italy 4% Hong Kong 4%

Top 20 Review Sites

ReviewPro’s analysis of 839,593 online guest reviews for 84 luxury brands worldwide shows TripAdvisor was the No. 1 review source in 2013. Booking.com, a division of Priceline, came second. While the biggest review and OTA sites are key for hoteliers to tend to, this chart shows that it’s critical for luxury brands to manage their reputation on several channels in order to optimize revenues.

The following review and online travel agency (OTA) websites recorded the most reviews for the 84 luxury brands included in this study:

1. TripAdvisor 6. Hotels.com 11. Priceline 16. Wotif 2. Booking 7. 12. Elong 17. Ikyu 3. Ctrip 8. HolidayCheck 13. Jalan 18. Gogobot 4. Bestchinahotel 9. Google 14. 19. Hrs.de 5. 10. Yelp 15. Qunar 20. TravelRepublic

Top 10 Languages for Reviews

ReviewPro’s analysis shows that English is the preferred language in luxury hotel reviews. Hotels worldwide, however, will increasingly need to understand the observations and feelings conveyed in reviews written in a variety of languages – especially Chinese. Last year, the United Nations World Tourism Organization (UNWTO) said that Chinese travelers surpassed German travelers as being the world’s biggest spenders. They spent a record US$102 billion on international tourism in 2012 - 40% more than the previous year, according to the UNWTO.

The following list represent the most common languages used to write reviews for luxury brands included in this study:

1. English 6. Spanish 2. Chinese 7. Arabic 3. German 8. Italian 4. French 9. Portuguese 5. Japanese 10. Russian

March 2014 16 Index of Brands

Brands Page Numbers No. of Hotels Adrian Hotels 9,10,11 3 Affinia Hotels 11 10 African Pride Hotels 10,11 10 AKA Hotels 5,9,11 9 Aldemar Hotels 8 Anantara Hotels 3,5,6,7,13,14,15 32 Andaz Hotels 5,8,9,10,11 12 Angasana Hotels 17 B Aparthotel 5 Baglioni Hotels 5,8,9,10,11 11 Banyan Tree 5,12,13,14,15 22 Bulgari Hotels 11 3 Capella Hotels 5,6,8,9,10,11 6 Concorde Hotels 9 Conrad Hotels 5,6,12,13,14,15 24 Constance Hotels 5,6,8,9,10,11 7 Daiwa Royal Resort 6,14 26 Demeure Hotels 5,9 6 Dorchester Collection 5,9,10,11 9 Doyle Collection 5,9,10,11 8 Dreams Resorts & Spas 10 11 Edition Hotels 5,9,10,11 2 Elegant Hotels 5,9,10,11 5 Fairmont Hotels 5,8,12,14,15 70 Firmdale Hotels 5,9,10,11 8 Four Seasons Hotels 5,6,7,8 91 Franklyn Hotels 10,11 3 Gouman Hotels 5,9,11 6 Grand Hyatt Hotels 5,7,9,12,13,14,15 39 H2 15 Habtoor Grand 3 Hiphotels 5,12,13,14,15 26 Hospes Hotels 7 Imperial Hotels & Resorts 22 Impiana Hotels 6 Jaz Hotels 5,6,7,12,13,14,15 40 Jumeirah Hotels 5,12,14,15 20 JW Marriott 5,6,8,9,12,13,14,15 66 Kamuela Hotels 5,9,10 3 Kempinski Hotels 5,6,7,8,12,13,14,15,18 83 Loews Hotels 5,12,13,14,15 20 Lotus Hotels 4 Lungarno Hotels 5,8,9,10,11 8 Luxury Collections 5,12,13,14,15 55 Mandarin Oriental 5,6,12,13,14,15 29 Me Meliá 11,18 4 Meliá 10 Mint Hotels 10,11 3 Missoni Hotels 11 2 Mokara Hotels 5,9,10,11 8 Montage Hotels 5,8,9,10 4 Nova Hotels 9 Now Hotels 10 4 Oberoi Hotels 5,6,7,8,12,13,14,15 20 One & Only Hotels 5,9,10,11,12 8 Orient-Express Hotels 5,6,7,8,12,13,14,15 27 Park Hyatt Hotels 12,14,15 32 Peninsula Hotels 5,9,10,11 9 Premier Hotels & Resorts 11 Prince Hotels 48 Quarters Hotels 3 Raffles Hotels 5,7,9,10,11 10 Regalia Hotels 5,9 6 Regent Hotels 5,7,9,10,11 7 Ritz-Carlton 5,8,12,13,14,15 90 Rock Resorts 5,9,10,11 6 Rosewood Hotels 5,6,7,8,12,13,14,15 42 Royal Tulip Hotels 3 Secrets Hotels 7,12,13,14,15 8 Shangri-La Hotel 5,9,10,11 84 Six Senses Hotels 5,6,7,9,10,11 9 Sofitel Hotels 5,6,7,8,12,13,14,15 122 Soluxe Hotels 5,12 34 St. Regis Hotels 5,6,12,13,14,15 31 Taj Hotels 5,6,7,8,12,13,14,15 27 The Leela Palace Hotels 5,7,9,10,11 8 Thompson Hotels 11 11 Trump Hotel Collection 10 U Hotels 5,9,10,11 8 Viceroy Hotels 12 W Hotels 5,12,13,14,15 46 Waldorf Hotels 5,12,13,14,15 27 Zoetry Wellness & Spa Resorts 5,9,10,11 3

March 2014 17 About ReviewPro

Global Review Index™ Sentiment Analysis

Reputation Guest Revenue Hotel Analysis Meta Review Management Surveys Optimizer Reports Data

Education & Training

ReviewPro enables hoteliers to increase guest satisfaction and online revenue by more effectively managing their online reputation and presence in leading social media sites. The company provides the analysis, customer intelligence, competitive benchmarking and reporting needed to help hotel professionals more effectively manage their organization. ReviewPro aggregates hundreds of millions of social media mentions, in 45+ languages, from hundreds of the most relevant Online Travel Agencies (OTAs), review websites and social media platforms. After rapid growth in the European market, the company has expanded internationally and quickly grown its client roster to thousands of hotels in over 80 countries, including Louvre Hotels Group, Meliá Hotels International, Kempinski Hotels, The Red Carnation Hotel Collection, The Library Collection, citizenM Hotels and .

March 2014 18