Marriott International’s luxury brands recognised by travellers for high guest satisfaction

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Marriott International‘s luxury brands, The Ritz-Carlton Hotel Company LLC, JW Marriott Hotels & Resorts and W Hotels were all recognised by the J.D. Power 2017 North American Hotel Guest Satisfaction Index Survey for having a high guest satisfaction rating among travellers.

The Ritz-Carlton and JW Marriott tied for the number one position this year, highlighting Marriott International’s dedication to providing an exceptional guest experience to all types of luxury travelers. The Ritz-Carlton was named the #1 luxury brand for the third consecutive year and the seventh time in the past eight years, while JW Marriott, which was ranked third in last year’s survey, increased its overall score by 14 points and advanced to the #1 spot for the first time. W Hotels was also recognised among leading luxury hotels brands for guest satisfaction.

“This prestigious recognition shows that our luxury brands are consistently delivering on their promise to enhance the experience through personalized service and superb amenities. It’s wonderful news to have The Ritz-Carlton and JW Marriott lead guest satisfaction scores in the luxury category, and shows that both brands are a true favorite with their loyal guests,” said Tina Edmundson, global brand officer, Marriott International. “This acknowledgement is mostly a reflection of the incredible work of our hotel teams, who are, at the highest level, anticipating the needs of today’s luxury traveller.”

The J.D. Power study, now in its 21st year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy; upper extended stay; and extended stay. It looks closely at seven key factors to determine guest satisfaction, including the reservation process, check-in/check-out efficiency, room accommodations, food and beverage, hotel services and facilities, and cost and fees.

Marriott International’s luxury portfolio includes The Ritz-Carlton, Ritz-Carlton Reserve, JW Marriott, W Hotels, St. Regis Hotels & Resorts, The Luxury Collection, BVLGARI Hotels & Resorts, and EDITION Hotels.

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