Category Archives: News & Notes

The Ritz-Carlton Hotel Company, L.L.C. and Jean-Michel Cousteau Launch Ritz Kids at Hotels and Resorts Around the World

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Ritz-Carlton LogoHere is something that we are really excited about.  The Ritz-Carlton Hotel Company to launch Ritz Kids around the world.  We’ve complained for years that hotels, especially resorts, are not nearly as kid-friendly as they should be.  When we vacation with our kiddos, we want kid-specific activities (think Disney!).  It sounds like the Ritz-Carlton is listening to our kids.  From the press release:

The Ritz-Carlton aims to delight their youngest guests by making memories that last well beyond their hotel stays. Ritz Kids is an engaging and immersive experience that builds upon the adventures of travel that children will always treasure at 84 hotels from Hawaii to Kazakhstan.

“We are very excited to continue our highly successful relationship with a unique individual whose entire life has been spent dedicated to preservation of the environment, with particular attention to marine conservation and education,” said Herve Humler, president and chief operating officer of The Ritz-Carlton Hotel Company.

The new global brand standard for children’s programming includes robust activities for resorts, in addition to multiple touch points for children at city and urban properties. The refined luxury experience for young guests aged four to 12 provides a differentiated program which engages children to explore the world around them.

“The fun and exciting activities appeal to a child’s innate love of discovery and sense of curiosity.  All kids start out as scientists, constantly asking ‘Why? What’s that? How does it work?’   I have spent my life exploring the natural wonders of the world, seeking to understand how our planet works and how we can better protect it,” said Jean-Michel Cousteau.

Here is a little peek into the upcoming program: Continue reading →

Hotels that go green gain no booking advantage – LA Times

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LEED-Certification-LogoInteresting article in the LA Times from Hugo Martin.  According to a recent study by Cornell University’s Center for Hospitality Research, green hotels (such as certified LEED hotels) do not have an advantage when it comes to attracting guests.  From the article:

Going green may be a hot trend in the hospitality industry, but hotels that earn environmental certificates do not have an advantage when it comes to attracting guests.

The finding comes from a study published recently by Cornell University’s Center for Hospitality Research. The study compared booking revenue at 3,000 eco-certified hotels with 6,000 other properties in North America. Environmental certificates include the Leadership in Energy and Environmental Design standards, or LEED, developed by the U.S. Green Building Council.

While the reason is generally unclear, there are a few guesses.  From the article: Continue reading →

The Ritz-Carlton Hotel Company Plans on Adding 20 More Hotel Projects by 2016

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Ritz-Carlton LogoRitz-Carlton announced plans to add another 20 hotel projects by the end of 2016, putting their total hotels over the century mark.  From the press release:

In the last 12 months, The Ritz-Carlton has opened three iconic properties, including Dorado Beach, a Ritz-Carlton Reserve in Puerto Rico, The Ritz-Carlton, Abu Dhabi a beach-front resort in the capital city of The United Arab Emirates, and the brand’s first hotel in the stunning European city of Vienna in Austria.

No less than six new Ritz-Carlton hotels are scheduled to open in the last quarter of this year, including two properties in China; The Ritz-Carlton, Chengdu and The Ritz-Carlton, Tianjin; The Ritz-Carlton, Aruba will add to the stunning Caribbean portfolio; and the luxury brand is slated to open in three new countries with The Ritz-Carlton, Herzliya, Israel; The Ritz-Carlton, Almaty in Kazakhstan and The Ritz-Carlton, Bangalore in India.

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Forbes Travel Guide Releases Mid-2013 Star Award Winners

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ForbesWe’ve heard for quite a while that Forbes Travel (formerly Mobil) has really ramped up their inspections of hotels, restaurants, and spas in an attempt to compete with AAA.  They have just announced that they will now update their list twice a year, instead of just once each year.  From their press release:

Just in time for fall travel season, Forbes Travel Guide reveals its inaugural update to the official Forbes Travel Guide Star Rating list, adding eight new Five-Star hotels, restaurants and spas; 47 new Four-Star hotels, restaurants and spas; and 36 new Recommended hotels and restaurants. Though we’ve been hard at work inspecting and rating the world’s best hotels, restaurants and spas for more than 55 years, we’ve never before revealed new additions to our list outside of our annual announcement (which takes place each winter—watch in January for even more Star Rating news).

With the addition of the 8 new Five-Star hotels, Forbes now has 83 Five-Star hotels.

Here is the full list of current Forbes Five-Star Hotels: Continue reading →

JD Power: Following Two Years of Declines, Hotel Guest Satisfaction Increases to a Seven-Year High

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JD Power LogoThe new JD Power 2013 North America Hotel Guest Satisfaction Index Study has just been released.  After two years of declines, hotel guest satisfaction increases to a seven-year high.  From the press release:

Overall guest satisfaction averages 777 on a 1,000-point scale, up 20 points from 2012. This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006. Satisfaction has increased in all seven factors, with the largest increases in reservation, cost and fees, and check-in/check-out.  

“The fact that guest satisfaction has turned a corner is great news for an industry that has struggled to sufficiently meet guest expectations in the past few years,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “Many hotel chains are finally benefitting from the long-term investments they have been making to improve their properties in terms of staffing, rooms and facilities. Furthermore, cost and fees satisfaction has increased while the factor has simultaneously declined in relative importance to overall satisfaction across all segments, indicating reduced price sensitivity among guests. These are all positive changes for the industry.”

Once again, The Ritz-Carlton claimed the top spot for the luxury brands.  Here are the top-ranking hotels by division:

Will Room Service Be Eliminated at Full Service Hotels?

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An article about the New York Hilton Hotel eliminating room service has been everywhere these last few days.  Originally appearing on Crain’s New York Business site, we’ve seen similar articles everywhere from the Yahoo front page to the New York Times.  From the Crain’s New York Business Article:

The New York Hilton Midtown is the largest hotel in the city, with nearly 2,000 rooms. In August, it will earn another distinction: It will discontinue room service.   The move will eliminate 55 jobs. It could also ignite an industrywide trend. Other hotels, such as the Hudson in New York and the Public in Chicago, are already nibbling at the concept, offering meals delivered in brown paper bags.

The hotel will be adding cafeteria-style dining instead.  From the article:

The Hilton property on Sixth Avenue, between West 53rd and West 54th streets, will open a downmarket grab-and-go restaurant this summer called Herb n’ Kitchen, a cafeteria-style eatery that will offer breakfast, lunch and dinner. The plan was announced in October as part of a larger initiative at the hotel chain, which is simplifying its food offerings at Double Tree by Hilton and Embassy Suites as well.   What it didn’t mention then, however, is that Herb n’ Kitchen will replace the room-service operation at the midtown hotel.   “Like most full-service hotels, New York Hilton Midtown has continued to see a decline in traditional room-service requests over the last several years,” said a spokesman in a statement. The Hilton Hawaiian Village was the first Hilton to eliminate room service. In October, it put away the china and linen in favor of takeout.

From the New York Times Article:

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Marriott to Offer Complimentary Breakfast for Marriott Rewards Gold & Platinum Members

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Marriott LogoStarting on June 22nd, Marriott Hotels will begin to offer a free continental breakfast to their Gold and Platinum Marriott Rewards members.  From the Marriott press release:

It’s been said breakfast is the most important meal of the day and now it’s on us. Beginning June 22nd, Marriott Rewards Gold and Platinum Elite members and a guest will receive complimentary continental breakfast* seven days a week at  participating JW Marriott®, Autograph Collection® , Renaissance® and Marriott® Hotels in the U.S. and Canada.  Any time the lounge is closed, Gold and Platinum Elite members will have a choice of continental breakfast for two in the hotels’ restaurant or 750 points**.  As always, outside the U.S. and Canada, they’ll receive free continental breakfast daily at participating hotels.

“Taking care of our best guests is our most important mission.  While we have been offering complimentary breakfast on the weekdays in our concierge lounges for three decades, we think our members will find great value in receiving complimentary breakfast every day of the week,” said Ed French, senior vice president, Marriott Rewards.

In order to become a Gold Rewards Member, you typically have to stay at a Marriott Hotel over 50 nights.  Platinum benefits start at 75 nights.

Source:  Marriott Press Release

USA Today: Hotels ditch big, old housekeeping carts

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According to an article by USA Today, hotels are ditching those giant maid carts that block the hallways.  This is a story near and dear to our hearts as our Service Experience Analysts are often blocked by a giant maid cart as we roam the hallways of our hotels.  We also can’t count the number of times we’ve seen a housekeeping associate ramming a giant cart into the wall or elevator door.  It is exciting to see some potential innovation on the horizon.  According to the article:

Big, rolling housekeeping carts are disappearing from many hotel hallways, just like the floral polyester linens they used to carry.

Hotels say they’re replacing cumbersome carts with smaller ones sometimes akin to golf caddie bags out of necessity, in addition to convenience and even appearance.

Here are some great points mentioned by hotel general managers in the article:

Hotel general managers say there are a number of reasons why smaller is better.

• Hotels don’t use duvets and bulky linens anymore, so there’s no need for large carts, they say. Plus, storage space is at a premium, and smaller carts don’t take up much space.

• The bags are small enough to take into the room and leave the hallways clear and safe. They also don’t nick the walls of elevators and corridors like the large carts did.

• But more important, the guests prefer them, says Rich Hotter, general manager of the Staybridge Suites Times Square.

“The smaller rolling carts hold fewer items and therefore do not get cluttered, so they offer a better presentation in the eyes of the guests,” he says.

Continue reading →

LA Times: What does it take for a hotel to get a five-star Forbes rating?

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The LA Times wrote a good article about what it takes to reach a 5 Star rating with Forbes Travel.  According to the LA Times:

los_angeles_times_logoIt may not come as a surprise that California — a sun-splashed magnet for celebrities and big-spending tourists — leads the nation with the number of hotels winning five-star ratings from Forbes Travel Guide.  But winning the coveted rating is no easy feat. Only 58 hotels in the U.S. — 12 in California — were awarded the recognition this year, including, for the first time, the Resort at Pelican Hill in Newport Beach.  

The Forbes five-star rating is considered more difficult to land than the five-diamond rating from AAA, which awarded its top ranking to 101 hotels in the U.S. this year.

Hotel owners vie for the Forbes distinction because it enables them to charge much higher rates. For example, the four-star Beverly Hilton recently posted average daily rates of $245 to $325, while the five-star rated Beverly Hills Hotel posted rates of $510 to $540.

The main difference between a 4-star hotel and a 5-star hotel is typically guest service and amenities.  From the article:

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Marriott Unveils New Mozy Hotel Brand for Gen X & Y European Travelers

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Marriott plans to add up to 150 new Moxy Hotels in 10 countries across Europe.  The new affordable, three-star brand with a contemporary style is aimed at generation X and generation Y travelers.  The first hotel is expected to open in Milan in early 2014.  From the Marriott press release:

MoxyMarriott plans to add 150 franchised MOXY HOTELS in Europe over the next 10 years, aiming for locations in Germany, Austria, United Kingdom, Ireland, Belgium, Italy, The Netherlands, Denmark, Finland, Norway, and Sweden.  The new brand will fuel Marriott’s company-wide growth in the region, which is expected to reach 80,000 rooms by 2015.

The guest rooms will be simple, yet technologically advanced.  From the press release:

The contemporary and stylish 150- to 300-room MOXY HOTELS, which are being designed with the goal of attaining LEED® (Leadership in Energy and Environmental Design) Gold certification from the U.S. Green Building Council, will cater to today’s budget-minded, savvy travelers who thrive on self-service and embrace new technology.  Guestrooms will be functional and well-designed, with upscale bath amenities, large flat screen televisions and built-in USB ports located within each wall socket. The color palette features calming neutral tones reminiscent of rich brown leather, combined with natural materials to evoke an organic, comfortable and restorative feel. Each room will also feature a floor to ceiling signature “art wall” that is hand selected to reflect the local city or surroundings.

Here is a video highlighting the new brand: Continue reading →