Kimpton® Hotels & Restaurants and Staybridge Suites® Recognized as Top Ranking Hotels on J.D. Power’s 2018 Guest Satisfaction Study

Kimpton Ranks Highest in the Upper Upscale Category for the Third Time with Staybridge Suites Honored in Upper Extended Stay Category for Second Consecutive Year

ATLANTA – This year, two InterContinental Hotels Group^® (IHG) brands, Kimpton^® Hotels & Restaurants and Staybridge Suites^®, were named the top hotels in their respective categories for guest satisfaction, according to the prestigious J.D. Power 2018 North America Hotel Guest Satisfaction Index, a study that analyzes and ranks 70 different hospitality brands to measure guest advocacy and loyalty.

The J.D. Power study takes a variety of factors into account when determining overall guest satisfaction including the reservation process, check-in/check-out; guest rooms, food & beverage; hotel services; hotel facilities; and cost & fees. This year, compared to 2017 results, there were significant increases in overall guest satisfaction with a 7-point guest satisfaction increase reported in the upper upscale segment, where Kimpton was recognized, and a 6-point improvement in Staybridge’s upper extended stay segment. 

Mike DeFrino, CEO of Kimpton Hotels & Restaurant said: “Kimpton is incredibly honored to receive the top ranking for guest satisfaction in the upper upscale segment of the study. We encourage our employees to bring their authentic personalities to work and to take ownership of how they bring the Kimpton experience to life for guests. It’s this empowerment and accountability of our employees and Kimpton’s inclusive and welcoming environment that we believe directly translates to high levels of guest satisfaction.”

Kimpton Hotels & Restaurants is a luxury boutique brand currently operating 66 hotels and 80 restaurants, bars and lounges in the U.S., Caribbean, and Europe. In 2018, Kimpton was named the #6 best company to work for on the 21^st annual FORTUNE 100 Best Companies to Work For^® list, which is based on surveyed employee ratings of their workplace culture. This is the ninth year Kimpton has earned a spot on the prestigious list, continuing to outrank all other hospitality and restaurant companies. 

Raul Ortiz, VP of Global Brand Marketing for Staybridge Suites and Candlewood Suites at IHG commented:“The Staybridge Suites hotel team members are the reason we are honored to be recognized for the second year in a row for guest satisfaction in the upper extended segment. From the minute guests walk through the door to the end of their stay, whether it be for a few days or months, our team members foster a genuine sense of connection to be more than a hotel stay but a true community. Our team members help our guests feel free to travel their way, from a cheerful greeting at breakfast or the opportunity to unwind with a drink at evening happy hour.”

The Staybridge Suites brand is designed to offer a break from the travel norm for business and leisure travelers spending an extended time away from home. The Staybridge Suites experience offers guests the freedom to travel their own way, through offering full size kitchens and large guests suites. Guests can also look forward to opportunities to socialize with colleagues or other guests, at The Evening Social. These weekly events offer complimentary refreshments and create a relaxing and community vibe at shared spaces within the hotel.

This year’s study analyzed and ranked 70 brands in eight market segments. The rankings were generated based responses from approximately 55,000 people who stayed at hotels between May 2017 and May 2018.

For more information about the 2018 North America Hotel Guest Satisfaction Index Study, visit http://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.