BARCELONA, Spain — Four Seasons Hotels and Resorts scored top marks in the 2016 Top Luxury Hotel & Brand Report published last week.
Compiled by ReviewPro, the study tracks the evolution of the hospitality landscape over the past year, highlights important trends and identifies leading brands and individual hotels achieving exceptional levels of guest satisfaction.
For the third edition of this study, the company analyzed 2.7 million online guest reviews published during 2015, evaluating a total of 2,690 properties that pertain to 159 luxury brands worldwide. Rankings were based on ReviewPro’s Global Review Index (GRI) — the industry standard online reputation score — calculated from guest reviews from 175 online travel agencies (OTAs) and review sites in 45 languages. As well as overall guest satisfaction scores (GRI), the report evaluated performance on other key indexes, such as service, value, cleanliness, rooms and location.
Key findings included:
- In terms of overall online guest satisfaction, Four Seasons (GRI 93.2 per cent) was the best-performing large luxury brand
- Library Hotel Collection (GRI 96.1 per cent) was the best-performing small luxury brand
- Belmond Palacio Nazarenas and Spicers Peak Lodge were the best-performing individual luxury hotels, both with a GRI of 98.1 per cent.
Guest satisfaction with the Top 25 Small Luxury Brands improved year-over-year, with average GRI increasing from 92.2 per cent to 93.7 per cent. The GRI of the Top 25 Large Luxury Brands was lower in comparison, with almost no change at 90.1 per cent.
The full report is available here.