SOURCE: Market Metrix

Market Metrix

February 23, 2011 08:00 ET

Market Metrix Announces Annual 2010 Hospitality Index Results

Upscale Hotels Deliver Best Value: Sandals Resorts Rated #1 in Guest Satisfaction for 2010

SAN RAFAEL, CA--(Marketwire - February 23, 2011) - Customer satisfaction among hotels held its own during a tumultuous year (+.3 to 83.3). However, passenger satisfaction with airlines deteriorated (-1.7 to 77.0), and continued to decline among rental cars companies (-0.2 to 78.2). Sandals Resorts, British Airlines, and Enterprise Rent-A-Car ranked number one in hotel, airline, and rental car industry customer satisfaction, respectively in 2010.

Hotel operators continued to emphasize value for money as leverage in a weakened travel economy, competing on price promotions and perks. Price was most important to guests selecting economy hotels, but surprisingly, economy hotels received the lowest value scores (79.2). Upscale hotels received the top scores for delivering value (83.5). Scores for value were up for the industry (+.3 to 82.2) with Upscale Casino guests reporting the biggest improvement (+1.2 to 85.2). The hotel brands receiving the top scores for "Value" in 2010 were Joie de Vivre Hospitality (92.6) and Drury Inns (91.7). In 2010 hotel loyalty programs also played a bigger role for guests in choosing a hotel compared to 2009. 

Comparing performance across the hospitality industry
In 2010 Sandals Resorts, an operator of all-inclusive resorts in the Caribbean, earned the highest customer satisfaction score among all hotels (93.7). Guests love the beachfront settings, personal butler and white glove dining service on the beach. 

Midscale with food and beverage (+0.7 to 81.8) improved more than any other hotel segment in 2010 with Red Lion Hotels earning the top score (83.3) and Holiday Inn SunSpree Resorts showing the biggest improvement (+2.6 to 82.6). Among all hotels, Loews Hotels (+3.4 to 88.1) and Hyatt Resorts (+3.4 to 89.0) showed the biggest improvements. Brands with the biggest drop in score included Hyatt Summerfield Suites (-5.1 to 85.1) and Shilo Inns & Resorts (-2.2 to 80.7).

Market Metrix Hospitality Index - 2010 Winners
Mandarin Oriental   90.3   Luxury
Joie de Vivre Hospitality   90.4   Upper Upscale
Sandals Resorts   91.0   Upscale
Red Lion Hotels   83.3   Midscale w/ F&B
Drury Inns   90.4   Midscale w/o F&B
Microtel Inns & Suites   84.2   Economy
The Palazzo Resort & Casino   89.4   Upscale casino
South Point Hotel Casino Spa   89.1   Casino
Web Sites        
TownPlace Suites   91.0   Hotel Brand Web Site                                         77.4   Hotel Travel Web Site
British Airways   83.4   Airline
Car Rental        
Enterprise   82.3   Car Rental
Disney Vacation Club   91.8   Timeshare Accommodations

About MMHI
Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index (MMHI) is the largest and most in-depth measure of hospitality company performance available today. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. These benchmarks, delivered through our flagship product Customer Metrix, enable Market Metrix clients to compare their results to competitors by STAR segment, AAA classification, Brand, SMSA, industry averages, performers in the top 10% and other classifications. The MMHI is also available by subscription.

About Market Metrix
Market Metrix provides the leading guest and employee feedback systems to the worldwide hospitality industry. With award-winning research and powerful technology, Market Metrix helps clients make the right business decisions. Our Software-as-a-Service (SaaS) products are used by more hospitality companies than any other, supporting thousands of businesses in 70+ countries. Market Metrix has been helping hospitality companies turn feedback into performance since 1996. For more information, visit

Contact Information

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    Michael Pharis
    Market Metrix
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