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TORONTO and COSTA MESA, Calif.: 24 July 2019 — Forget the minibar, sleek lobby and mints on the pillow. If hotels really want to build loyalty and delight their customers with stand-out lodging experiences, they need to focus on the bed. According to the J.D. Power 2019 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, quality of sleep is one of the most important components of a hotel guest experience with the potential to drive overall satisfaction and brand loyalty, but the majority of hotels are not delivering better-than-expected sleeping conditions.

“Delivering a superior sleep experience—from the quality of the bed, linens and pillows to the ambient sound and temperature of the room—is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests,” said Jennifer Corwin, Senior Manager of Consumer Insights for Travel & Hospitality Intelligence at J.D. Power. “Of all the discrete variables of the hotel guest experience we measure, a better-than-expected night’s sleep is the one with the potential to drive the highest levels of overall guest satisfaction for those hotels that can deliver.”

Now in its 23rd year, the North America Hotel Guest Satisfaction Index Study was redesigned this year to incorporate much deeper guest profiling information and extended coverage of the full hotel customer journey, including the path to purchase, pre-stay communications and post-stay communications. The study also now includes property-level information throughout North America, updated food and beverage metrics and inclusion of vacation rental utilization metrics.

Following are some key findings of the 2019 study:

  • More zzzs, please: Overall satisfaction scores increase 114 points (on a 1,000-point scale) when hotel guests experience a better-than-expected quality of sleep. However, just 29% of hotel guests had such an experience. Of guests who do experience better-than-expected quality of sleep, 78% say they “definitely will” return to that property and 71% say they “definitely will” return to that brand.
  • The anatomy of a good night’s sleep: The top contributors to quality of sleep and, therefore, higher satisfaction scores, are comfort of bed; quietness of room; comfort/quality of pillows; room temperature; and comfort/quality of linens. Satisfaction scores for quality of sleep are also higher when hotels offer beyond-the-basics items, such as white noise/sound machines, earplugs, robe/slippers and authentic local decor.
  • Quality of sleep directly correlated to price of room: The highest rate of better-than-expected sleep quality is in the luxury hotel segment (42%), followed by the upper upscale (33%), upscale (31%), upper midscale (28%), midscale (28%) and economy (23%) segments.
  • Arrival and check-in experiences present opportunity to shine: The key elements of the check-in experience consistent with high hotel guest satisfaction scores are efficiency (ideally takes five minutes or less); accuracy; and offering a warm welcome. When any of those baseline criteria are not met, satisfaction scores tumble as much 100 points.

Study Rankings

The following hotel brands rank highest in guest satisfaction in their respective segments:

Luxury: The Ritz-Carlton (for a fifth consecutive year)
Upper Upscale: Hard Rock Hotel
Upscale: Best Western Premier
Upper Midscale: Drury Hotels (for a 14th consecutive year)
Midscale: Wingate by Wyndham (for a fifth consecutive year)
Economy: Microtel by Wyndham (for a second consecutive year)

The 2019 North America Hotel Guest Satisfaction Index Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 70 officially ranked brands in eight market segments. This year’s study is based on responses from approximately 44,890 guests who stayed at a hotel between June 2018 and May 2019.

 
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ATLANTA, GA – July 17, 2019 Today, Hotel Equities and Horizon North Logistics Inc. (Horizon North)announced they broke ground on a fully-modular Fairfield by Marriott in Kitimat, British Columbia, Canada. The 120-room hotel is phase II of an entirely modular-built, mixed-use community development by owners, Horizon North. Hotel Equities has been selected as the managing partner to operate the new hotel. The anticipated opening date is Q1 2020.

With valley views and a mountain backdrop, the Fairfield by Marriott Kitimatis ideally situated along the city’s major entrance and in close proximity to industrial development in the Kitimat region. The approx. 55,000 square foot hotel will feature flexible meeting space, state-of-the-art fitness center, a lounge with food service, and spacious guestrooms and suites with separate spaces for work and rest.

“We are pleased to expand our management portfolio into the coastal community of Kitimat with our new partners, Horizon North,” said Joe Reardon, Chief Development Officer for Hotel Equities. “Our engagement at inception will deliver a strong ROI to the owners, aiding them in all aspects of development, pre-opening and post-open operations.”

“Owners and developers choose modular construction for its advantages in productivity and efficiency, without compromising quality,” said Rod Graham, President and Chief Executive Officer of Horizon North. “The speed of modular construction offers opportunity for owners to open the doors faster and begin generating a return on investment, a critical consideration in development. In addition, our hotels are structurally robust, with inherently quieter rooms as a result of the modular construction process, creating a better customer experience for the developer and the guests.”

“We are excited about our partnership with Hotel Equities to operate the new hotel,” said Joseph Kiss, President of Horizon North’s Modular Solutions division. “They are well-known for their commitment to providing exemplary guest service and we are delighted to bring that level of service to the Kitimat community.”

Horizon North has significant and varied experience in hospitality development,including hotels in Revelstoke and Oliver, British Columbia, a hostel nearing completion in Jasper, Alberta, and a hotel currently being constructed in Prince George, British Columbia.

Fairfield by Marriott is designed to deliver a seamless stay through trusted service and warm, inviting spaces. In addition to complimentary Wi-Fi and hot breakfast, Fairfield offers thoughtfully designed rooms and suites that provide separate living, working and sleeping areas. For more information or reservations, visit www.fairfieldinn.com, become a fan on Facebook or follow @FairfieldHotels on www.twitter.com/fairfieldhotels.

 
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July 10, 2019

A portable device invented in Canada results in a highly effective emergency treatment for carbon monoxide poisoning.

 

VICTIMS AT WINNIPEG’S MOTEL ACCIDENT COULD HAVE BEEN TREATED ON-THE-SPOT

 

Carbon monoxide poisoning is like asphyxia.  Early treatment is the key factor in optimizing recovery of neurological function and survival.

Where Canada’s portable ClearMate™ device – Health Canada and FDA approved – is available, the clearing of carbon monoxide from the blood can begin immediately; on site at the time of rescue, in the ambulance, or in the Emergency Department of the nearest medical center. 

Hyperbaric chambers eliminate carbon monoxide as quickly as the ClearMate, but are very scarce, and even where available, take a long time to set up so they can accept patients.  This makes hyperbaric chambers impractical as emergency treatment for carbon monoxide poisoning. 

Where hyperbaric chambers are not available, patients are just administered oxygen as the standard therapy.  This provides only a moderate increase in the elimination rate of carbon monoxide.  Paradoxically, it does not increase the oxygen getting to the brain, rather, it has been shown to reduce it. 

ClearMate is a practical treatment in that it is small (about the size of a briefcase), relatively inexpensive, easy to apply, and has no foreseeable side effects.  It requires only that the patient breathe, or, can be assisted in doing so.  Yet it eliminates carbon monoxide as fast as the hyperbaric chamber.  It is designed for use in the ER as well as by fire services and EMS.  It can also be stationed in factories, mines, schools, hotels, skating rinks, and other places where carbon monoxide poisoning can occur.  Again, early treatment is the key to saving brains and lives.

WHO: Dr. Joe Fisher is a specialist in anesthesiology and critical care, and Professor and research scientist at the University of Toronto.  He led the team that developed the first practical treatment for carbon monoxide poisoning in a century.

WHY: Whether there are single victims, whole families, or multiple unrelated people such as Winnipeg’s recent Super 8 Motel accident, the rapid elimination of CO from the blood will provide the best possible care. 

 
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TORONTO, ON (July 9, 2019) - Days Inn by Wyndham Vancouver Downtown has completed approximately $1 million in guestroom renovations in order to provide greater value and luxury to guests. In line with its mandate to enhance the customer experience, the completion of this six-month project promises guests a more upscale and modern environment.

The fully upgraded guestrooms feature new contemporary furniture, flooring, wall paint, mattresses, TVs, lighting fixtures, artwork and drapery. On every floor, corridors have been brightened with fresh paint.

“Right from the beginning, our vision was clear. We wanted to render a more sophisticated and contemporary look to complement our amazing location and top-notch guest service team,” said Dave Stevens, hotel General Manager. “These modifications will provide our guests with a refreshed experience, modern accommodations at a reasonable price.” 

Phase two of the hotel renovation project will see upgrades to the building’s exterior and all common areas.

Conveniently located in the heart of Vancouver’s financial district at 921 West Pender Street, the 85-room hotel is within easy reach of shopping, restaurants, entertainment, Canada Place Cruise Ship Terminal and the Vancouver Convention Center. Discover the Chelsea Restaurant & Lounge, onsite at the hotel, offering tasty fare in a casual setting at reasonable prices. The Butcher and Bullock is also onsite and features delicious pub fare, friendly service, and a great atmosphere.

For hotel reservations visit daysinn.ca or call 1.800.DAYS INN

 

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