Académique Documents
Professionnel Documents
Culture Documents
Index
Introduction & Methodology
Key Findings
Summary of Results
Top 25 by Service
Top 25 by Value
Top 25 by Location
Top 25 by Cleanliness
10
Top 25 by Rooms
11
12
13
13
Top 25 by Service
14
Top 25 by Value
15
Top 25 by Location
16
Top 25 by Cleanliness
17
Top 25 by Rooms
18
19
20
20
Top 25 by Service
21
Top 25 by Value
22
Top 25 by Location
23
Top 25 by Cleanliness
24
Top 25 by Rooms
25
26
Additional Insights
27
27
28
29
30
31
32
33
Index of Brands
34
About ReviewPro
36
management to overall guest satisfaction improvement. Guest Intelligence provides luxury hotels and
brands with the insight needed to prioritize operational and service improvements to enhance the guest
experience.
1. Source: Skift
2. ReviewPros Global Review Index (GRI) is the industry-standard online reputation benchmark. The GRI can be calculated for
individual hotels and brands for a given period in time by analyzing guests ratings from 175+ online travel agencies (OTAs) 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 worldwide use the GRI as a benchmark for reputation management efforts,
along with renowned industry leading partners such as Cornell University and Sabre Hospitality Solutions.
Set departmental goals to motivate teams to take action and improve the guest
experience.
This years Top Luxury Hotel & Brand Report highlights which leading luxury groups and hotels are
creating guest-centric cultures and using Guest Intelligence to deliver outstanding experiences.
Key Findings
In terms of overall online guest satisfaction, Belmond Palacio Nazarenas and Spicers Peak
Lodge were the best performing Individual Luxury Hotels, both with a GRITM of 98.1%. Library
Hotel Collection (GRITM 96.1%) was the best performing Small Luxury Brand and Four Seasons
(GRITM 93.2%) the best performing Large Luxury Brand.
Guest satisfaction with the Top 25 Small Luxury Brands improved year-on-year with their
average GRITM increasing from 92.2% to 93.7%. The GRITM of the Top 25 Large Luxury Brands
was lower in comparison, with almost no change at 90.1%.
Luxury hotels in China received 703,041 reviews, representing a dramatic increase of +46%
year-on-year and taking them into first place ahead of American hotels who experienced a
decrease of 13% year-on-year.
TripAdvisor was the largest online review source for luxury hotels, generating 26% of total
reviews followed closely by Booking.com with 25%. Ctrip overtook Facebook to become the
third largest review source.
Luxury hotels guests were happy to share their experiences with each hotel receiving on
average 1,008 reviews (versus 836 in the previous years study). Guest satisfaction also
improved with 83% of reviews being positive, an increase from 80% the previous year.
China had the largest number of Top 100 rated luxury properties (increasing from 14 to 23
within a year), followed by Maldives (11) and United Kingdom (6).
Summary of Results
Top Performers
Individual Luxury Hotels
1
Small Brands
Large Brands
Four Seasons
Oetker Collection
Mandarin Oriental
Innotality
Belmond
Spicers Retreats
Park Hyatt
4
5
GHM
The Ritz-Carlton
10
11
12
13
14
Jumeirah
15
Voyage Hotels
Kempinski Hotels
16
Jaz Hotels
17
Firmdale Hotels
18
19
20
Portrait Firenze
21
Armani Hotels
22
RockResorts
JW Marriott
23
Hotel 41
Dorchester Collection
24
COMO Maalifushi
Lungarno Collection
W Hotels
25
Most Improved
Individual Luxury Hotels
1
Small Brands
Large Brands
SIXTY Hotels
Pentahotels
Dorsett Grand
Grand Soluxe
Thompson Hotels
Kamuela Villas
The Confidante
ME by Meli
Aldemar Resorts
Sunborn Group
The Ritz-Carlton
W Chicago Lakeshore
10
Top 25
Individual Luxury Hotel
1
3
98.1%
98.1%
97.7%
97.7%
97.7%
97.5%
97.5%
97.5%
97.5%
97.5%
97.5%
97.5%
97.5%
97.4%
97.3%
97.3%
97.3%
97.3%
97.2%
Portrait Firenze
97.2%
97.2%
97.2%
23 Hotel 41
COMO Maalifushi
25 Constance Le Prince Maurice
GRI
97.1%
97.1%
97.0%
Top 25 by Service
Individual Luxury Hotel
1
99.3%
Portrait Roma
99.3%
99.2%
99.1%
99.0%
98.9%
98.9%
98.9%
98.9%
98.8%
98.7%
98.6%
98.6%
14 Casablanca Hotel
98.5%
15 Atrium Prestige
98.4%
98.3%
98.3%
Rosewood Mayakoba
98.3%
Service Index
98.2%
98.2%
Hotel 41
98.2%
98.2%
98.2%
98.1%
25 Raffles Dubai
98.0%
Top 25 by Value
Individual Luxury Hotel
1
95.4%
94.9%
Tamassa Resort
94.8%
94.3%
Atrium Prestige
94.3%
Iberotel Palace
94.3%
Hotel 41
94.3%
94.2%
94.2%
93.5%
93.4%
93.2%
93.1%
93.0%
15 Casablanca Hotel
93.0%
92.9%
92.8%
92.7%
19 Raffles Istanbul
92.7%
92.6%
92.6%
92.5%
Value Index
92.5%
92.4%
92.3%
Top 25 by Location
Individual Luxury Hotel
1
99.3%
99.1%
99.1%
99.0%
99.0%
99.0%
99.0%
98.9%
98.9%
98.9%
98.8%
98.8%
98.8%
98.8%
98.8%
98.8%
98.8%
98.8%
98.8%
98.7%
98.7%
98.7%
Location Index
98.7%
98.5%
98.5%
Top 25 by Cleanliness
Individual Luxury Hotel
1
3
5
7
9
99.6%
99.6%
Rosewood Mayakoba
99.4%
99.4%
99.2%
99.2%
Raffles Istanbul
99.1%
99.1%
Casablanca Hotel
99.0%
99.0%
99.0%
99.0%
99.0%
Raffles Dubai
99.0%
98.9%
98.9%
98.9%
98.9%
98.8%
98.8%
98.8%
98.8%
98.7%
98.6%
10
Cleanliness Index
98.6%
Top 25 by Rooms
Individual Luxury Hotel
1
Rosewood Mayakoba
98.9%
98.9%
Voyage Turkbuku
98.6%
98.5%
98.4%
98.3%
98.3%
98.3%
98.2%
98.2%
98.2%
98.2%
98.2%
98.2%
98.2%
98.1%
98.1%
98.1%
11
Room Index
98.1%
98.0%
98.0%
97.9%
97.9%
Raffles Istanbul
97.9%
97.9%
Change in GRITM
+44.6%
94.0%
83.4%
+17.0%
85.5%
+14.4%
88.8%
+12.9%
The Confidante
90.4%
+12.7%
86.2%
+12.7%
93.4%
+10.6%
W Chicago Lakeshore
82.8%
+10.3%
75.3%
+10.1%
91.7%
+9.7%
12
GRI
Top 25
Small Luxury Brand
1
96.1%
Oetker Collection
95.9%
Innotality
95.1%
Spicers Retreats
95.0%
GHM
94.7%
94.5%
94.4%
94.3%
94.2%
94.0%
94.0%
93.6%
93.5%
93.3%
Voyage Hotels
93.3%
93.1%
17 Firmdale Hotels
93.0%
92.9%
92.9%
92.8%
21 Armani Hotels
92.6%
RockResorts
23 Dorchester Collection
13
GRI
92.6%
92.4%
Lungarno Collection
92.4%
92.4%
Top 25 by Service
Small Luxury Brand
1
97.7%
Innotality
97.5%
96.8%
96.4%
GHM
96.0%
Spicers Retreats
95.9%
Dorchester Collection
95.7%
Oetker Collection
95.4%
95.3%
95.0%
94.9%
94.7%
13 Armani Hotels
94.6%
94.6%
94.5%
94.5%
Lungarno Collection
94.5%
Voyage Hotels
94.5%
19 Firmdale Hotels
94.3%
94.3%
RockResorts
94.3%
22 Princesa Yaiza
94.1%
94.0%
93.8%
14
Service Index
93.8%
Top 25 by Value
Small Luxury Brand
1
Innotality
94.2%
91.5%
90.4%
Spicers Retreats
90.1%
89.1%
88.8%
Voyage Hotels
88.6%
Now Hotels
87.5%
Thompson Hotels
87.5%
87.4%
87.3%
12 Doyle Collection
87.2%
87.2%
Palace Resorts
87.2%
15 GHM
87.1%
16 Secrets Hotels
87.0%
86.7%
Mokara Hotels
86.7%
86.6%
86.5%
86.2%
85.8%
15
Value Index
85.8%
24 Dorchester Collection
85.6%
85.3%
Top 25 by Location
Small Luxury Brand
1
97.4%
96.4%
Dorchester Collection
96.0%
96.0%
95.7%
95.2%
Spicers Retreats
95.0%
94.7%
94.7%
94.7%
94.6%
12 Doyle Collection
94.5%
94.1%
93.7%
15 Andaz Hotels
93.6%
93.6%
93.6%
93.5%
19 Mokara Hotels
93.4%
Thompson Hotels
16
Location Index
93.4%
93.2%
22 Affinia Hotels
92.9%
23 GHM
92.4%
Palace Resorts
92.4%
92.0%
Top 25 by Cleanliness
Small Luxury Brand
1
98.1%
GHM
98.0%
97.6%
97.3%
97.0%
Adrian Hotels
96.7%
Dorchester Collection
96.7%
96.5%
Innotality
96.3%
96.3%
96.3%
96.3%
96.2%
96.2%
15
Crown Resorts
96.0%
16
95.9%
17
95.8%
18
Baglioni Hotels
95.6%
95.6%
Thompson Hotels
95.6%
13
21
24
17
Cleanliness Index
Doyle Collection
95.4%
95.4%
Spicers Retreats
95.4%
Andaz Hotels
95.1%
95.1%
Top 25 by Rooms
Small Luxury Brand
1
95.7%
95.1%
GHM
94.6%
94.6%
Innotality
94.4%
94.3%
Dorchester Collection
94.2%
94.1%
94.1%
94.1%
93.9%
93.9%
13 Spicers Retreats
93.7%
93.7%
15 Adrian Hotels
16 Langham Hotels & Resorts
93.3%
93.2%
93.1%
93.0%
92.7%
92.7%
92.6%
92.6%
Mokara Hotels
92.2%
18
Room Index
92.1%
92.1%
Change in GRITM
SIXTY Hotels
83.1%
6.4%
Dorsett Grand
84.4%
3.9%
Thompson Hotels
90.7%
3.7%
Kamuela Villas
90.3%
3.7%
ME by Meli
88.0%
3.6%
Aldemar Resorts
87.8%
3.6%
Sunborn Group
82.5%
3.6%
93.5%
3.5%
81.4%
3.1%
87.8%
3.0%
19
GRI
Top 25
Large Luxury Brand
1
Four Seasons
Mandarin Oriental
93.1%
Belmond
93.0%
Park Hyatt
92.4%
92.3%
91.8%
91.2%
The Ritz-Carlton
91.0%
90.8%
93.2%
90.4%
90.4%
90.3%
90.1%
Jumeirah
90.1%
15 Kempinski Hotels
89.8%
16 Jaz Hotels
89.4%
89.4%
89.1%
88.8%
20
GRI
88.8%
88.7%
22 JW Marriott
88.6%
88.2%
24 W Hotels
85.5%
85.4%
Top 25 by Service
Large Luxury Brand
1
Belmond
Four Seasons
94.5%
Mandarin Oriental
94.4%
95.5%
Park Hyatt
93.4%
93.2%
The Ritz-Carlton
93.1%
92.7%
92.7%
Jumeirah
92.5%
92.4%
92.2%
92.2%
13 Jaz Hotels
91.8%
91.2%
90.9%
90.7%
90.2%
18 JW Marriott
90.1%
Kempinski Hotels
20 Loews Hotels & Resorts
21
Service Index
90.1%
90.0%
89.8%
89.6%
89.5%
88.2%
87.4%
Top 25 by Value
Large Luxury Brand
1
Jaz Hotels
88.2%
Grand Soluxe
86.8%
86.6%
86.4%
85.9%
Belmond
85.5%
85.5%
85.4%
Mandarin Oriental
85.3%
10 Four Seasons
84.5%
Park Hyatt
84.5%
84.2%
13 Jumeirah
84.0%
83.9%
83.7%
82.9%
82.8%
82.2%
19 JW Marriott
82.1%
82.1%
The Ritz-Carlton
82.1%
22 Kempinski Hotels
Sofitel Luxury Hotels
22
Value Index
82.0%
82.0%
24 Pentahotels
81.8%
81.6%
Top 25 by Location
Large Luxury Brand
1
Belmond
Mandarin Oriental
95.2%
Four Seasons
94.2%
94.2%
Park Hyatt
94.2%
93.9%
93.3%
93.3%
96.0%
93.1%
92.7%
92.7%
92.2%
92.2%
92.0%
91.8%
16 W Hotels
91.7%
91.4%
91.3%
91.0%
90.9%
90.7%
23
Location Index
90.7%
23 JW Marriott
90.6%
24 Kempinski Hotels
90.5%
88.7%
Top 25 by Cleanliness
Large Luxury Brand
1
Belmond
Four Seasons
96.7%
Mandarin Oriental
96.4%
Park Hyatt
96.1%
95.6%
The Ritz-Carlton
95.3%
97.0%
Jumeirah
95.3%
94.3%
94.3%
10 Kempinski Hotels
94.1%
93.9%
93.6%
93.5%
14 JW Marriott
93.4%
93.4%
93.4%
92.7%
92.7%
92.6%
92.4%
92.2%
91.7%
91.2%
W Hotels
25 Jaz Hotels
24
Cleanliness Index
91.2%
91.1%
Top 25 by Rooms
Large Luxury Brand
1
Four Seasons
94.2%
Belmond
94.1%
Park Hyatt
94.1%
Mandarin Oriental
93.8%
93.6%
93.5%
93.1%
Jumeirah
92.9%
92.8%
10 The Ritz-Carlton
92.3%
90.9%
90.9%
90.7%
90.7%
90.2%
16 Kempinski Hotels
90.1%
89.9%
89.9%
19 Jaz Hotels
89.7%
89.4%
89.1%
88.7%
25
Room Index
88.7%
24 Grand Soluxe
88.1%
25 W Hotels
87.3%
Change in GRITM
Pentahotels
84.0%
2.7%
Grand Soluxe
84.0%
2.5%
88.7%
1.2%
85.4%
1.1%
90.4%
1.0%
Grand Hyatt
90.1%
0.9%
The Ritz-Carlton
91.0%
0.8%
84.1%
0.8%
90.8%
0.8%
90.4%
0.7%
26
Additional Insights
Top 100 Hotels Distributed by Geography
To identify the geographical areas with the highest number of Top 100 best-rated hotels, we also
ranked the 2,690 properties of the 159 brands by country. Although the analysis showed a
relatively even distribution of luxury hotels across the globe, the 100 best performing hotels were
located in no more than 32 countries and 68% of those were concentrated in just 10 countries
(see chart below).
China, with 23 hotels in the Top 100 (versus 14 the previous year), experienced the biggest
increase year-on-year and once again took the leading spot. This could be explained in part by
the significant increase in the volume of reviews written about luxury hotels in China (see page
29 for details). The Maldives moved up to second place, thanks to a significant increase in the
number of luxury hotels with the highest level of guest satisfaction (11 hotels versus 6 the
previous year). The UK, with 6 hotels in the top 100, achieved third place for the second year
running.
Top 10 Countries
USA
UK
Italy
USA
China
India
Mexico
Thailand
Maldives
11
Peru
Mauritius
27
23
(% of total reviews)
TripAdvisor (25.8%)
719,699
Booking (25.4%)
710,023
Ctrip (12.1%)
336,733
Elong (7.3%)
202,787
Hotels.com (4.5%)
125,603
Facebook (3.9%)
107,772
Qunar (3.2%)
88,921
Expedia (2.8%)
79,060
Agoda (2.3%)
28
64,036
Dianping (1.7%)
46,627
Google (1.6%)
45,973
Holidaycheck (1.0%)
27,622
Bestchinahotel (0.9%)
26,157
Yelp (0.5%)
15,025
Priceline (0.5%)
13,665
Otelpuan (0.4%)
11,411
Orbitz (0.3%)
8,798
Wotif (0.3%)
8,679
IHG (0.3%)
7,499
Jalan (0.3%)
7,212
29
Country
Reviews
% of total
% change YOY
China
703,041
25.9%
+46.4%
USA
350,911
12.9%
-12.9%
UAE
132,155
4.9%
-1.3%
Thailand
108,717
4.0%
-0.2%
UK
99,069
3.7%
-0.9%
Spain
93,199
3.4%
+7.8%
Germany
77,073
2.8%
+7.3%
Mexico
73,270
2.7%
+2.4%
Japan
72,175
2.7%
+30.5%
10
India
59,183
2.2%
-42.8%
30
Reviews
English
1,017,806
Chinese
654,678
German
96,054
French
70,959
Spanish
66,006
Japanese
53,435
Arabic
46,525
Russian
34,,917
Portuguese
33625
10
Italian
31,595
# Reviews
per year:
# Reviews
per month:
# Positive
Reviews:
# Neutral
Reviews:
# Negative
Reviews:
% Management
Response Rate:
1,008
84
837
121
50
41.5%
(83%)
(12%)
(5%)
1.
Reviews were classified as follows: Positive (score between 80% - 100%), Neutral (score between
60% - 79%) and Negative (score of 59% or less).
31
Top 5 Concepts
1. Staff
2. Location
3. Beach
4. Hotel
5. Ambience
576.682
497.762
135.123
1.850.110
84.685
# Comments
% Positive
93%
92%
91%
87%
87%
% Negative
7%
8%
9%
13%
13%
Bottom 5 Concepts
1. Value
2. Internet
3. Bathroom
4. Room
5. Facilities
229.034
32.334
199.429
1.128.599
573.793
# Comments
% Positive
54%
60%
72%
74%
80%
% Negative
46%
40%
28%
26%
20%
32
The Top
10 Hotels
The Bottom
10 Hotels
had an average
GRI of
97.7%
and had a
Management
Response Rate of
60%
33
had an average
GRI of
while
66.1%
and had a
Management
Response Rate of
19%
Index of Brands
Brand
Adrian Hotels
14,17,18
Affinia Hotels
16
Aldemar Resorts
Anantara Hotels Resorts & Spas
Andaz Hotels
Angsana Hotels & Resorts
Armani Hotels
Art Series Hotel Group
Baglioni Hotels
Banyan Tree Hotels & Resorts
Belmond
Bulgari Hotels & Resorts
5,19
5,20,21,22,23,24,25
16,17
5,19
5,13,14
15
17
5,20,21,22,23,24,25,26
5,20,21,22,23,24,25
5,13,19
5,13,14
5,20,21,22,23,24,25
5,20,21,22,23,24,25
5,13,14,15,16,17,18
15
Crown Resorts
17
5,21,22,23,24,26
5,13,14,15,16,17,18
5,19
15,16,17
5,20,21,23,24,25
5,13,14
5,20,21,22,23,24,25
5,13,14,15,16,17,18
5,20,21,22,23,24,25,26
16
5,22,25,26
5,20,21,22,23,24,25
5,13,15,16,17,18
5,13,14,15,17,18
5,20,21,23,24,25
Jaz Hotels
5,20,21,22,24,25
Jumeirah
5,20,21,22,23,24,25
JW Marriott
5,20,21,22,23,24,25
Kamuela Villas
Karisma Hotels & Resorts
Kempinski Hotels
Langham Hotels & Resorts
34
Page Numbers
5,19
15,18
5,20,21,22,23,24,25
5,13,15,16,17,18
5,13,14,15,16,17,18
5,20,21,22,23,24,25,26
Brand
Lucien Barrire Hotels & Casinos
Lungarno Collection
LUX* Resorts & Hotels
Luxury Bahia Principe Don Pablo Collection
Majestic Hotel Group
Mandarin Oriental
ME by Meli
Mokara Hotels
Montage Hotels & Resorts
Mood Hotels - Roma
Now Hotels
Oberoi Hotels & Resorts
Occidental Hotels & Resorts
16
5,13,14
5,13,14,15,16
14,15
14
5,20,21,22,23,24,25
5,19
15,16,18
5,13,14
15,16
15
5,13,14,15,16,17,18
5,19
Oetker Collection
5,13,14
16,17,18
Palace Resorts
Park Hyatt
Pentahotels
15,16
5,20,21,22,23,24,25
5,22,26
17
Princesa Yaiza
14
35
Page Numbers
5,13,15,16,17,18
5,13,14,15,16,17,18
5,13,16,17,18
5,13,14
5,13,14,16,17,18
15,18
5,20,21,22,23,24,25,26
14,18
5,19
5,20,21,22,23,24,25
5,13,14,15,16,17,18
5,20,21,22,23,24,25
5,19
5,20,21,22,23,24,25,26
15,17,18
5,20,21,22,23,24,25
5,13,14,16,17,18
5,20,21,22,23,24,25,26
5,15,16,17,18,19
17,18
5,13,14,15,18
5,20,23,24,25
5,20,21,22,23,24,25
5,20,21,22,23,26
14
About ReviewPro
Guest Intelligence
Reputation
Management
Guest
Surveys
Revenue
Optimizer
Data/API
Hotels
Destinations &
Star Ratings
Hotel Investors
& Owners
Management &
Representation
Companies
Consultants &
Advisors
Restaurants
ReviewPro is the leading provider of Guest Intelligence solutions to independent hotel brands
worldwide. The companys comprehensive suite of cloud-based solutions includes Online
Reputation Management (ORM) and the Guest Survey Solution (GSS), which enable hoteliers to
obtain deeper insight into operational and service strengths and weaknesses, increasing guest
satisfaction, ranking on review sites and OTAs, and driving revenue.
The company offers the industry-standard Global Review IndexTM (GRI), an online reputation score
(available exclusively to ReviewPro clients), which is used by thousands of hotels worldwide as a
benchmark for reputation management efforts, based on review data collected from 175+ online
travel agencies (OTAs) and review sites in more than 45 languages.
More than 25,000 hotel brands worldwide are currently using ReviewPros solutions to help deliver
better experiences and exceed guest expectations. For more information about ReviewPro, please
visit www.reviewpro.com.
36