European travelers picked Steigenberger Hotels and Resorts, Crowne Plaza Hotels & Resorts, Dorint Hotels & Resorts and Premiere Inn as their top brands in the J.D. Power and Associates 2008 European Hotel Guest Satisfaction Index Study released today.
Overall, the study—in its fourth year and based on the responses of more than 13,200 travelers who stayed at a European hotel between July and September—found satisfaction levels rising in the economy and midprice tiers while remaining the same in the upscale and upper upscale tiers. "Economic concerns are leading cost-conscious travelers to increasingly select economy and midscale full-service hotels, which have performed well in fulfilling customer expectations," Jim Gaz, senior director of the travel practice at J.D. Power and Associates, said in a statement.
The survey also indicated that European travelers are less satisfied with hotels than their North American counterparts
(BTNonline, Aug. 11). Metrics in the survey include costs and fees, rooms, facilities, food and beverage, checkin and checkout and reservations.
Frankfurt-based Steigenberger was the highest rated brand in the upper upscale segment, particularly for its fees, facilities, food, services and reservations. Other brands in the tier with above-average scores included Bad Salzuflen, Germany-based Maritim Hotels, Hilton, Radisson SAS and Sofitel.
In the upscale tier, travelers gave top marks to InterContinental Hotel Group's Crowne Plaza Hotels & Resorts. Spanish chains Iberostar and Hesperia as well as Accor's Mercure and Novotel brands also scored above the overall tier average.
Dorint Hotels & Resorts, which has properties predominantly in Germany and its surrounding countries, was the top-rated brand in the midprice segment. Several other brands scored above average in the tier, including Choice's Clarion brand, Movenpick Hotels & Resorts, Scandic Hotels, Jolly Hotels, IHG's Holiday Inn brand, Wyndham's Ramada Hotels, Golden Tulip Hotels and Barcelo Hotels & Resorts.
The United Kingdom's largest hotel chain, Premier Inn, scored highest in the economy tier, followed by Tulip Inns.