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PHOENIX (July 25, 2018) – For more than 70 years, Best Western Hotels & Resorts has been a mainstay in the travel landscape. In recent years, the company has received industry praise for its transformative brand refresh, which included expanding from one brand to eleven, introducing new logos, investing over $2 billion in property improvements, and offering one of the richest hotel rewards programs to today’s travelers– Best Western Rewards® (BWR®).  At the core of the brand’s efforts, however, has been its commitment to providing superior customer care, and it’s clear the company is doing just that. In fact, Best Western announced today its Net Promoter Score (NPS), measuring both guest satisfaction and loyalty, reached a record high of 61.7, an increase of more than 100 percent since 2007.  This is a testament to the company’s guest satisfaction efforts as well as its award winning loyalty program, BWR.

“Guest satisfaction was a major pillar of our brand refresh and remains one of our most important priorities as a brand today,” said David Kong, president and chief executive officer for Best Western Hotels & Resorts. “We’re pleased to report that our guest satisfaction scores have steadily increased and have, in fact, doubled since 2007.”

A company’s Net Promoter Score (NPS) looks at customer loyalty, measuring overall customer satisfaction and brand perception on a scale of -100 to +100. NPS considers both Promoters and Detractors of the brand. Best Western continues to increase brand promoters while detractors have declined substantially.

Best Western attributes the improvement to several things, including, in large part, its award-winning

I Care® Every Guest, Every Time hotel staff training program. As part of this initiative, individual hotel consultation and training are provided to staff to highlight tactical operational opportunities that drive guest satisfaction from the bottom up. This program, which uses groundbreaking virtual reality technology and avatars, was beta tested and later implemented brand-wide at all 2,000-plus North American hotels.

Best Western’s loyalty program has also played a role in its continually increasing guest satisfaction numbers. BWR provides members with some of the richest rewards in the industry – including a minimum 10 percent discount and points that never expire – two perks that deliver superior value to members. Celebrating a milestone anniversary of 30 years in 2018, BWR has more than 35 million members globally today and has been ranked a top Hotel Rewards Program by U.S. News & World Report for five consecutive years.

With Best Western’s Design Excellence Program, a $2 billion investment went into updating properties with contemporary style and modern amenities. New logos and signage were introduced as part of the evolution, and with a dramatic year-over-year increase in guest satisfaction ratings, J.D. Power recognized one of the brand’s most beloved amenities, “Build Your Own Breakfast”, as the highest-rated in the midscale competitive set in 2017.

The company also listens to and values guest feedback, using it to steer and implement change across the brand. In doing so, Best Western has driven improvements across all properties in areas like cleanliness of rooms, a caring staff attitude and working order of room amenities.

Finally, with the rise of the fast-paced digital age and the customer’s need for instant gratification, Best Western is the first hotel brand to have fully embraced social engagement, which is driving rising satisfaction scores. By actively engaging online, the brand’s response percentages have improved across all scores, increasing 14 percent year over year, with response time dropping from eight days to less than two days. The total volume of favorable social media reviews has increased dramatically, with hoteliers responding to more reviews, outpacing and outperforming competitors. As a result, today’s Best Western ranks 30 percent higher on world-renowned travel sites than in previous years.

“Over the past 10 years, Best Western has launched initiatives designed to deliver industry-leading service and put our guests at center-stage,” said Ron Pohl, senior vice president and chief operations officer for Best Western Hotels & Resorts. “The results of these initiatives speak for themselves, as we continue to see an increase in brand loyalty with our BWR membership realizing gains of 13 percent annually since the beginning of the refresh, and our guest satisfaction scores have reached record levels.”

For more information on Best Western Hotels & Resorts, please visit BestWestern.com

 
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ST. LOUIS, July 24, 2018 /PRNewswire/ -- Drury Hotels and its 5,000 employees have set a new record in guest satisfaction. J.D. Power ranked Drury Hotels "Highest in Guest Satisfaction Among Upper Midscale Hotel Chains" in its 2018 North America Hotel Guest Satisfaction Index StudySM. The recognition marks Drury's 13th consecutive guest-satisfaction award and sets a record for most consecutive wins in the J.D. Power hotel category.

"In the hospitality industry, consistency matters," said Chuck Drury, president and CEO of Drury Hotels. "Providing guests with exceptional service and value every single day across our 150 properties is how we've always done business and will continue to operate in the future. To be recognized for these efforts – 13 years in a row – is a tremendous honor, and I couldn't be more proud of our team members' ongoing dedication and commitment."

Drury placed first in all seven categories of its J.D. Power hotel segment, earning the company's highest score to date.

The J.D. Power 2018 North America Hotel Guest Satisfaction Index StudySM is based on responses from 55,000 guests who stayed in a hotel from May 2017-May 2018. Click here for the J.D. Power and Associates press release, including rankings for all hotels.

Guests of Drury Hotels experience a selection of complimentary amenities including:

  • Wi-Fi throughout the hotel
  • Hot breakfast, including Belgian waffles, biscuits and gravy, eggs, yogurt and more
  • 5:30 Kickback® reception including appetizers and beverages
  • 24-hour business and fitness centers
  • Indoor/outdoor pool and whirlpool

Drury Hotels has been family-owned and operated since 1973. For a complete listing of all Drury hotels or for reservations, visit www.druryhotels.com or call 1-800-DRURYINN. For information about career opportunities at Drury Hotels, please apply online at www.drurycareers.com.

 
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Bangkok, Thailand, July 23, 2018: Anantara Hotels and Resorts, a hotel owner and operator, currently with 39 hotels and resorts in 13 countries across Asia Pacific, the Middle East, Europe, Africa and the Indian Ocean, has announced plans to diversify its portfolio in China by launching the first luxury global hotel brand in the Qingyang District of Chengdu with the opening of Anantara Jinsha Chengdu Hotel as part of the integrated Essence Chengdu project, developed by Chengdu Tai Hang Rui Hong Real Estate Co., Ltd..

Building upon Anantara’s existing portfolio in China, comprising Anantara Sanya Resort’s beachfront luxury on Hainan Island, Anantara Xishuangbanna Resort’s wild natural beauty in Yunnan, and Anantara Guiyang Resort located in the breath-taking natural surroundings in Guizhou Province the new Anantara will expand the brand’s presence in an exciting new destination.

Located in Chengdu’s western Qingyang district, Essence Chengdu will cover a 200-hectare site of five plots. Phase one will consist of mid-tier and high-end serviced apartments, town houses, high-end residential villas and the 150-key Anantara Jinsha Chengdu Hotel which will open as the only ultra-luxury resort hotel in Chengdu, fronting the project’s 47-hectare eco-wetland park to provide an urban oasis with far greater privacy and outdoor space compared to other central city hotels.

Anantara Jinsha Chengdu Hotel is to feature 150 guestrooms and suites, an all-day dining restaurant and specialty restaurant, lobby lounge and bar/tea lounge, a gym and fitness facilities, outdoor and indoor swimming pools, a spa, children’s club, additional recreational and leisure facilities, along with banqueting and meeting facilities.

Located along the Yangxi Western Third Ring Road in Chengdu, Essence Chengdu boasts a prime location with multiple advantages for business and leisure guests. The mixed use project will be a 20-minute drive from the new high speed Chengdu West Railway Station, 50-minutes from Chengdu South Railway Station and only 30-minutes from Chengdu Railway Station. Chengdu Shangliu International Airport is a 40-minute drive and Chengdu City Centre just 30-minutes.

Renowned for its pleasant climate and popular food, Chengdu is home to the world-renowned breeding and research base for giant pandas which attracts almost 100,000 visitors annually, along with a wealth of historical attractions. Anantara guests will be immersed in Chengdu’s rich heritage. The Jinsha Historical Museum, a 10-minute drive away, displays ancient relics from an archaeological dig site. As part of Anantara’s indigenous pillar, interior design is to feature Jinsha archaeological design elements.

Chengdu is the capital of Sichuan Province, serving as the economic, commercial, financial, transportation and communication centre of Southwest China. Ranked as China’s 12th most competitive city, over 150 of the world's 500 largest companies currently have subsidiaries or branch offices in the city. Construction has begun for a high-tech industrial park for space and aviation technology. Chengdu boasts Southwest China’s largest convention and exhibition complex. Strengthening its reputation as a transportation hub, Chengdu Shangliu International Airport is China’s fourth largest airport and is expected to accommodate 60 million passengers by 2019. Strong MICE and commercial activities, along with an increase in domestic and international travellers, have promoted the development of Chengdu’s upscale hotel market.

Capitalising on Chengdu’s fast-paced developments, the new Anantara Jinsha Chengdu Hotel is strategically positioned for increasing demand. At present, hotels in Chengdu are concentrated in the city centre, accompanied by a second hotel submarket in Tianfu New District. By contrast in the western Qingyang district there are currently no upscale and luxury hotels, nor any international branded hotels, meaning that the new Anantara will be the first luxury and upscale global hotel brands in this growing and well connected part of town catering to high-end leisure and business guests.

Dillip Rajakarier, Chief Executive Officer of Minor Hotels (owner of Anantara Hotels and Resorts) commented, “We are excited to announce the first Anantara in Chengdu, China in partnership with Chengdu Tai Hang Rui Hong Real Estate Co., Ltd.. This addition to our portfolio demonstrates our commitment to growth in up and coming destinations, while foreseeing and responding to demand in a way that places us firmly as a strong market leader in Asia Pacific, and beyond.”

Anantara Jinsha Chengdu Hotel is scheduled to open in 2021

 
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SHELTON, Conn. (July 19, 2018) - - - New Castle Hotels and Resorts, Inc., an independent third-party hotel operator, owner and developer, announced today a strategic partnership with Full-G Capital, a Toronto-based hospitalityreal estateinvestment and advisory firm.  

 

The new partnership will focus on expanding New Castle’s footprint in the Canadian hospitality market.  New Castle’s current portfolio includes seven hotels in Atlantic Canada and Toronto, with two more, (Residence Inn/Courtyard by Marriott Dartmouth) slated for opening in early 2019. 

 

“This partnership leverages the development and operational strengths of New Castle and Full G’s deep resources and proven investment platform,” said Jeremy Buffam of New Castle Hotels & Resorts. “Together we are well positioned to move forward in the dynamic and competitive Canadian market,”

 

“Full-G has a big appetite for hotel real estate investments that can deliver outstanding returns,” said Drew Coles, founder and CEO of Full-G Capital.  “New Castle has a 30-year track record of hotel management success in Canada starting with the world’s first Westin franchise, the Westin Nova Scotian.  This is the type of organization that fits Full-G Capital perfectly.” Coles is the former President and CEO of InnVest REIT, a public company with more than 100 hotels in Canada when it was sold in 2016 to a private investor for $2.1B.

 

Julian Buffam, New Castle’s director of business development, said that with the new alliance he anticipates expanding the company’s  portfolio through a combination of development, acquisition and new management contracts for select and full-service hotels in Canada. 

 

The company currently has eight hotels in active development, six in the U.S. and two in Canada. The Full-G partnership is aimed at balancing the portfolio across North America.

 
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July 17, 2018

Nestled on the edges of Erhai Lake and featuring the Cangshan Mountain as a majestic backdrop, this sumptuous retreat located on the outskirts of Dali Ancient Town, provides easy access to one of China´s most beautiful golf courses at nearby Canghai Golf International Community. Offering one-of-a-kind experiences to guests, the hotel boasts a striking cantilevered pool with a glass panel at the base, a virtual golf simulator, a wine and cigar bar and even a tea house where visitors can drop by for a game of chess and a pot of freshly-brewed, loose-leaf tea. All rooms and suites at Honor Dali include private terraces and spacious living areas as well as luxurious amenities such as a complimentary mini-bar, a BOSE sound system, a mini iPad and Salvatore Ferragamo bathroom toiletries. When not playing golf, guests can visit Dali Ancient Town with its historic sites, ancient buildings and temples which all date back to the Ming dynasty.

SLH Insider Tip: After dinner, cigar connoisseurs should pay a visit to the hotel’s exclusive cigar bar housing the finest cigar brands from around the world

Le Mas Candille, Mougins, France

38 rooms and seven suites from USD$259 per night

www.slh.com/mascandille

Secluded within eight acres of terraced Provençal grounds and surrounded by fragrant cypress trees and fields of olive groves, Le Mas Candille is an elegant five-star boutique hotel with a Michelin-star restaurant and three instagram-worthy swimming pools located in Mougins – the medieval Riviera village which was once home to Pablo Picasso. From the moment of arrival, guests are invited to soak up the panoramic views of the Mougins Valley from the hotel’s dazzling infinity pool, explore the beautifully landscaped gardens or enjoy a pampering session in the Spa Candille with its relaxing Jacuzzi, hydrotherapy pool, sauna and luxury ESPA treatments. Originally an 18th century farmhouse, each of the 38 bedrooms and seven suites have been designed in a modern Provençal style combining shabby-chic French antiques with contemporary furnishings. This peaceful sanctuary also boasts a Michelin-starred restaurant that offers a chef´s table experience, delectable Mediterranean dishes made with fresh seasonal ingredients and its own reserve Champagne. Beyond the hotel, there´s plenty to discover from Mougins’ cobbled streets, Grasse’s perfume factories to St Tropez´s glamorous beaches.

SLH Insider Tip: The hotel features anoutdoor gym where you can enjoy the breathtaking scenery and mountain breezes while working out

Monkey Island Estate, Bray On Thames, England

41 rooms from USD$331 per night including breakfast

www.slh.com/monkey

Opening in August following a complete renovation by YTL Hotels, Monkey Island Estate is a centuries old retreat that lies on a picturesque island in the River Thames in the historic village of Bray, Berkshire, and in accessible only by a footbridge or by boat. The island, with an intriguing history dating back 800 years, has been the haunt of monarchs, aristocrats and artists, along with writers, famous performers and Berkshire locals. Following YTL’s superb renovation, visitors from London and beyond will yet again have their very own private countryside escape to enjoy. The striking white bricked Pavilion and Temple buildings will now make up the main hotel areas of YTL’s Monkey Island Estate, surrounded by picturesque views of the River Thames and beautifully manicured gardens. Executive Chef of Monkey Island Estate, William Hemming, will be serving up a sophisticated yet casual dining experience on the river at the Monkey Island Brasserie, while in the Monkey Bar and lounge, guests can sip champagne, fine wines and spirits while gazing at the playful frescoes that date from the 1730s - depicting monkeys enjoying country pursuits.

SLH Insider Tip: From September, guests will be able to Indulge in a floating spa experience in one of the hotel’s spa treatment room located on a bespoke barge on the River Thames

The Pantai Inn, California, La Jolla, USA

30 suites and cottages from USD$393 per night

www.slh.com/pantai

Set along the shores of La Jolla coastline, with spectacular views of the Pacific Ocean, this Balinese-inspired hideaway brings a touch of Indonesian hospitality to South California. Upon entering the Pantai grounds, guests are swept away by the serenity of the lush, polished gardens adorned with Balinese statues and the hotel´s coral stoned courtyard with soothing water features and an outdoor fire pit to stimulate the senses. Each of the Inn's 30 suites and cottages feature typically Balinese furnishings, with hand carved wood and patterned fabrics, as well as rain showers and optional in-room spa services. Most of the accommodations boast fully equipped kitchens or kitchenettes not to mention incredible overview balconies, and all include complimentary breakfast, high definition flat screen televisions and media hubs.Pantai Inn is also located within easy reach of San Diego’s best sights such as San Diego Zoo, as well as the downtown galleries and restaurants. 

SLH Insider Tip: All one-bedroom cottages feature oversized bathrooms with their own Jacuzzi tubs perfect to soak in and unwind

And in other news...

The Nare Hotel in Cornwall offers guests the chance to hire a Morgan motor car during their stay

37 rooms from USD$263 per night including breakfast

www.slh.com/nare

A heavenly slice of seaside charm, on Cornwall’s picture-perfect Roseland peninsula, The Nare Hotel has partnered with Morgan Motors to offer guests the chance to hire a classic Morgan 4/4 motor car during their stay. From July, guests will be able to experience the thrill of driving a classic car through the Cornish countryside and soak up the dramatic views from the county's coastal roads. Guests will also be able to enjoy a luxurious Nare picnic basket fitted to the rear picnic rack and stop for lunch at the most picturesque spot en route. One day car hire starts from USD$330.

Hotel Gajoen hosts Tokyo’s largest illumination art festival “WANO AKARI x HYAKUDAN KAIDAN 2018”

60 rooms from USD$383 per night

www.slh.com/gajoen

Hotel Gajoen Tokyo is pleased to announce the launch of its fourth Illumination Art Festival, which will take place from Saturday 7 July until Sunday 2 September 2018, in celebration of the hotel’s 90th anniversary. The festival will take place in the “Hyakudan kaidan” area of Gajoen, an old wooden historical building that has been designated as a tangible cultural asset of Tokyo. Over 1,000 works of traditional arts and crafts will be on display throughout the two months which is twice the number of art pieces that were exhibited last year.

The Nimb Hotel becomes Denmark’s first hotel with a rooftop pool

38 rooms from USD$308 per night

www.slh.com/nimb

Located in Copenhagen’s famous Tivoli Gardens, the Nimb Hotel has recently unveiled a new rooftop terrace 1300 m2 complete with a 60m2 outdoor pool, a pool bar and lounge area with spectacular views of Copenhagen. The pool has been clad with Italian mosaic designed to create the perfect underwater interplay and includes a counter-flow feature, allowing guests to swim on the spot for a long period of time. Three times a week, guests will be able to enjoy special dining and music events on the rooftop terrace.

The Halcyon House hosts a gourmet food weekend in partnership with Chef Danielle Alvarez

21 rooms from USD$445 per night

www.slh.com/halcyon

A classic surf spot turned blissful boutique hotel in Northern New South Wales, the Halcyon House is delighted to welcome Danielle Alvarez, head chef of acclaimed Merivale restaurant Fred’s in Paddington, for a Gourmet Food Weekend from Friday 17 August to Sunday 19 August 2018. As part of the exciting culinary package, guests will be able to enjoy a two-night stay at Halcyon House as well as welcome cocktails & canapés with Danielle Alvarez, cooking masterclasses, daily à la carte breakfast at Paper Daisy and a 4-course showpiece dinner with paired wines. The three-day gourmet event offers a rare and special opportunity for guests to experience cooking brilliance up close, taste Danielle’s dishes in the serene setting of Cabarita Beach and take-home cooking skills to practise in their own kitchens.

Blanket Bay Hotel hosts a five-course dinner in collaboration with Chef Luke Mangan

16 rooms from USD$653 per night

www.slh.com/blanketbay

Overlooking Lake Wakatipu on New Zealand’s South Island, Blanket Bay Hotel will host an exclusive five course dinner paired with wine on 14th July 2018 in collaboration with leading Australian restaurateur and Chef Luke Mangan, who has famously cooked for President Bill Clinton, Tom cruise and Richard Branson among other celebrities. Dinner will begin with drinks and delicious canapés before guests are taken on a gourmet journey of discovery through five fine courses inspired by Luke Mangan’s French classical training and Asian culinary influences. 

 

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