2014最佳豪华酒店和品牌报告_18页

2014 Top Luxury Hotel & Brand Report Summary

Core Content

This report provides an analysis of the performance of luxury hotels and brands based on online guest reviews. It highlights the importance of online reputation management (ORM) in enhancing guest satisfaction and driving revenue. ReviewPro, a leading provider of online reputation and social media analytics for the hotel industry, compiled data from 839,593 reviews across 1,692 luxury hotels and 84 brands, sourced from over 100 online travel agencies (OTAs) and review sites in more than 45 languages.

Main Points

• Online Reputation Importance: 93% of hotel guests are influenced by reviews, and ORM has become a critical activity for luxury hotels.
• Global Review Index (GRI): A proprietary score used to evaluate guest satisfaction and online reputation, developed in conjunction with industry experts.
• Performance Metrics: The report evaluates hotels based on GRI, Service Index, Value Index, Location Index, and Cleanliness Index.
• Review Trends: In 2013, luxury brands saw a 35% increase in total reviews compared to 2012. 82% of reviews were positive, 12.7% neutral, and 5.3% negative.

Key Findings

• Top 25 Individual Hotels:

  • Palacio Nazarenas, Orient-Express, Cusco
  • Northern Belle, Orient-Express
  • A Rosewood Resort, Jumby Bay
  • The Oberoi Vanyavilas, Ranthambhore
  • Four Seasons Tented Camp, Golden Triangle
  • Wildflower Hall, Shimla in the Himalayas
  • CordeValle, Rosewood Resort, San Martin
  • The Oberoi, Mauritius
  • Olare Mara Kempinski, Masai Mara
  • Las Ventanas al Paraiso, Los Cabos
  • The Oberoi, Sahl Hasheesh
  • Four Seasons Resort, Bora Bora
  • St. Regis Punta Mita Resort
  • Rosewood Hotel, Georgia
  • Six Senses Hotel, Yao Noi
  • Kempinski Hotel, Cathedral Square
  • Constance Hotel, Tsarabanjina
  • The House, Istanbul
  • The Inn, Palmetto Bluff
  • Portrait Suites, Rome
  • Mandarin Oriental, Guangzhou
  • Taj Lake Palace, Udaipur
  • Anantara Xishuangbanna Resort & Spa
  • The Oberoi Udaivilas, Udaipur
  • Capella Pedregal, Cabo San Lucas

• Top 10 Most Improved Individual Hotels:

  • JW Marriott Hotel, Cusco
  • Gritti Palace Hotel, Venice
  • Beppuwan Royal Hotel, Oita
  • C H Hotel, Chiang Mai
  • Conrad Hotel, Seoul
  • Sofitel Arc de Triomphe, Paris
  • D'Inghilterra Hotel, Rome
  • W Singapore Sentosa Cove
  • Jaz Mirabel Park, Sharm El Sheikh
  • Jaz Little Venice Golf Resort, Ain Sokhna

• Top 25 Small Luxury Brands:

  • Constance Hotels
  • Capella Hotels
  • Montage Hotels
  • Firmdale Hotels
  • Andaz Hotels
  • Rock Resorts
  • Raffles Hotels
  • Peninsula Hotels
  • Dorchester Collection
  • Adrian Hotels
  • Elegant Hotels
  • Lungarno Hotels
  • Regalia Hotels
  • Mokara Hotels
  • Regent Hotels
  • Zoetry Wellness & Spa Resorts
  • Six Senses Hotels
  • Doyle Collection
  • U Hotels
  • The Leela Palace Hotels
  • One & Only Hotels
  • Edition Hotels
  • Kamuela Hotels
  • Secrets Hotels
  • AKA Hotels

• Top 10 Most Improved Small Brands:

  • Gouman Hotels
  • Royal Demeure Hotels
  • Demeure Hotels
  • Montage Hotels
  • Doyle Collection
  • Regent Hotels
  • Baglioni Hotels
  • Andaz Hotels
  • Adrian Hotels
  • Elegant Hotels

• Top 25 Large Luxury Brands:

  • Oberoi Hotels
  • Four Seasons Hotels
  • Orient-Express Hotels
  • Park Hyatt Hotels
  • Taj Hotels
  • St. Regis Hotels
  • Mandarin Oriental
  • Jumeirah Hotels
  • Banyan Tree Hotels
  • Jaz Hotels
  • Conrad Hotels
  • Ritz-Carlton
  • Shangri-La Hotel
  • Kempinski Hotels
  • Hiphotels
  • Luxury Collection Hotels
  • JW Marriott
  • Sofitel Hotels
  • Grand Hyatt Hotels
  • Fairmont Hotels
  • Rosewood Hotels
  • Waldorf Hotels
  • Loews Hotels
  • Grand Soluxe Hotels
  • W Hotels

• Top 10 Most Improved Large Brands:

  • Orient-Express Hotels
  • Jaz Hotels
  • Kempinski Hotels
  • Grand Hyatt Hotels
  • St. Regis Hotels
  • JW Marriott
  • Taj Hotels
  • Anantara Hotels
  • Sofitel Hotels
  • Waldorf Hotels

Additional Insights

• Top 100 Hotels by Geography: India, the United States, and China had the largest number of Top 100 rated luxury properties.
• Top 20 Review Sites: The report includes insights into the most influential review platforms.
• Top 10 Languages for Reviews: Reviews were collected in over 45 languages, with the top 10 languages being highlighted.
• Index of Brands: A detailed list of all brands included in the report.
• About ReviewPro: ReviewPro is a leader in online reputation and social media analytics for the hotel industry, collaborating with industry experts like Cornell University and Sabre Hospitality Solutions.

Performance Highlights

• Top 25 by Service:

  • The Oberoi, Dubai (99.3%)
  • Four Seasons Tented Camp Golden Triangle, Chiang Rai (99.2%)
  • Palacio Nazarenas, Orient-Express, Cusco (99.2%)
  • Coworth Park Hotel, Ascot (98.9%)
  • Regent Hotel, Bali (98.9%)
  • Taj Mahua Kothi, Bond Havgarh National Park (98.7%)
  • Sol Y Mar Makadi Sun, Makadi Bay (98.6%)
  • Las Ventanas al Paraíso Rosewood Resort, Los Cabos (98.5%)
  • Jaz Makadi Bayview Hotel, Makadi Bay (98.3%)
  • Anantara Resort, Golden Triangle (98.2%)

• Top 25 by Value:

  • Olare Mara Kempinski, Masai Mara (97.7%)
  • The Oberoi, Dubai (96.6%)
  • Jaz Makadi Bayview Hotel, Makadi Bay (95.1%)
  • Grand Hyatt Shenyang (94.6%)
  • Hipotels Hipocampo Palace & Spa, Cala Millor (94.2%)
  • Traders Hotel Brisbane (94.2%)
  • Palacio Nazarenas, Orient-Express, Cusco (94.1%)
  • Iberotel Samaya Beach Resort, Marsa Alam (93.7%)
  • Raffles Hotel, Hainan (93.4%)
  • Shangri-La Hotel, Changzhou (93.3%)

• Top 25 by Location:

  • Lungarno Suites, Florence (100.0%)
  • Khwai River Lodge, Ngamiland East (99.5%)
  • The Pierre, New York (99.1%)
  • Taj Lake Palace, Udaipur (99.0%)
  • Lion Palace Four Seasons, St. Petersburg (99.0%)
  • The Oberoi Amarvilas, Agra (99.0%)
  • Capella Washington D.C., Georgetown (98.9%)
  • Constance Tsarabanjina, Madagascar (95.0%)
  • Dorchester Collection (94.8%)
  • Baglioni Hotels (94.6%)

• Top 25 by Cleanliness:

  • The Oberoi Vanyavilas, Ranthambhore (99.8%)
  • Four Seasons Hotel Baku (99.8%)
  • Kempinski Hotel, Cathedral Square, Vilnius (99.3%)
  • Capella Washington D.C., Georgetown (99.7%)
  • Haymarket Hotel, London (99.7%)
  • Palacio Nazarenas, Orient-Express, Cusco (99.7%)
  • CordeValle, Rosewood Resort, San Martin (99.6%)
  • Rosewood, San Miguel de Allende (99.5%)
  • Las Ventanas al Paraiso, Rosewood Resort (99.5%)
  • The Ritz Carlton Club, Vail (99.4%)
  • Naladhu Resort, Maldives (99.3%)
  • The Oberoi, Dubai (99.3%)
  • Rosewood Hotel, Georgia (99.2%)
  • Olare Mara Kempinski, Masai Mara (99.1%)
  • JW Marriott Hotel, Ankara (98.9%)
  • Four Seasons Resort Mauritius at Anahita (98.9%)
  • Taj Pashan Garh, Panna (98.9%)
  • Khwai River Lodge, Ngamiland East (98.8%)
  • Four Seasons Hotel, Denver (98.7%)
  • Palais Hansen Kempinski, Vienna (98.7%)
  • Fairmont, Baku (98.6%)
  • Four Seasons Hotel Gresham Palace Budapest (98.5%)
  • Savute Elephant Camp, Orient-Express, Botsuana (98.5%)
  • Rosewood Mayakoba, Quintana Roo (98.5%)
  • Andaz Maui at Wailea, Mavi (98.5%)

Conclusion

The report underscores the importance of ORM in the luxury hotel sector and highlights the top performers across various categories. It emphasizes that both large and small brands can achieve high guest satisfaction through effective review management and service optimization. The data also reveals that certain regions and brands are particularly well-regarded by guests, indicating a strong correlation between location, service, and cleanliness with overall satisfaction.