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Ritz-Carlton earns high marks in J.D. Power study
by Staff Reports
July 25, 2013 03:41 PM | 3823 views | 0 0 comments | 11 11 recommendations | email to a friend | print
In a news release, Chevy Chase, Md.-based The Ritz-Carlton Hotel Co. LLC Thursday announced it once again ranked highest in the luxury brand segment, for the fourth year in a row by Westlake Village, Calif.-based J.D. Power and Associates in its 2013 North America Guest Satisfaction Index Study.

Its Atlanta properties include the Ritz-Carlton hotels in Buckhead and downtown and the Ritz-Carlton Residences in Buckhead. The company is a wholly owned subsidiary of Marriott International Inc.

“We could not be prouder of our ladies and gentlemen all over the world for their commitment to excellence every single day,” said Herve Humler, president and chief operations officer for The Ritz-Carlton. “The results speak for themselves. At a time when hotel guest satisfaction scores have increased to a seven-year high, The Ritz-Carlton plays a commanding role. It is an honor to be recognized by J.D. Power and Associates in their … study with such outstanding results, leading our competitors in the luxury set, consecutively for the past four years. To achieve the highest ranking in customer satisfaction is a commitment of our service promise. To exceed our guest’s needs and expectations.”

With 80 hotels and resorts in its worldwide portfolio and six more opening this year, The Ritz-Carlton recently announced plans to add new destinations ranging from Morocco to Japan and Israel to India. This will bring the number of properties to more than 100 by 2016.

The company achieved an increased score this year, resulting in the lifestyle brand leading every category — both within the luxury segment and through the entire study. The 2013 study is based on responses gathered between July 2012 and May from more than 68,700 guests from Canada and the U.S. who stayed in a hotel in North America between June 2012 and May.

Now in its 17th year, the study measures overall hotel guest satisfaction across seven hotel segments including luxury, upper upscale, upscale, mid-scale full-service, mid-scale limited service, economy budget and extended stay. Seven key measures are examined within each segment to determine overall satisfaction, reservations, check-in/check-out, guest room, food and beverage, hotel services, hotel facilities and costs/fees.


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