BluSky-Marketing-Luxury-Hotels-Benchmarking-Report-Q3-2016.pdfVIP

Luxury Hotel Benchmarking Report by BluSky Marketing July to September 2013 1 Luxury Hotel Benchmarking Report Introduction Luxury Boutique Hotels included Colwick Hall 2 Luxury Hotel Benchmarking Report Introduction Overview • The Luxury Hotel Benchmarking Report is based on the results from luxury and boutique hotels participating within the online hotel guest experience survey (HGES) programme independently managed by BluSky Marketing • Each participating luxury or boutique hotel invites their respective hotel guests to respond to their recent experience via email, with a link to the online survey • The results within the report are based on Real Reviews by Real Guests • The online hotel guest experience survey results included within the report covers the period from 1st July to 30th September 2013 • 4,795 real guest reviews were secured during July to September 2013 or on average 282 per property, in comparison to 901 reviews (or 19% versus HGES) for the same properties during the same period on TripAdvisor • On average 3.3 negative reviews* (or 1.2% of HGES reviews) were captured in comparison to 3.6 negative reviews (or 6.9%) posted on TripAdvisor per property • There is no incentive offered to each guest to respond to the online survey * negative review = poor or very poor overall experience 3 Luxury Hotel Benchmarking Report Key Findings Overview • Best in class luxury boutique hotels achieving 4.4 plus “Star Rating” • Excellent overall satisfaction drives repeat guests WOM/recommendation • Previous (23%*) WOM/Recommendation (21%*) key business drivers • “Search” “Hotel Website” continues to drive 24% of hotel awareness