Americas News

Hilton Worldwide’s Brands Awarded Top Rankings by J.D. Power and Associates

Embassy Suites Hotels and Homewood Suites by Hilton Ranked Highest within the North American Guest Satisfaction Index

July 20, 2011  |  This information originated in American English.

MCLEAN, Va. - Today, Hilton Worldwide announced that two of its 10 distinct brands landed top honors in the J.D. Power and Associates 2011 North America Hotel Guest Satisfaction Index StudySM. Embassy Suites Hotels achieved the highest ranking in the "Upper Upscale Segment," its ninth top ranking in the study throughout the past 12 years. Homewood Suites by Hilton was awarded the highest ranking in the "Extended Stay Segment" - the eighth award in 10 years for the brand in this segment.

"Guest satisfaction is at the core of our business," said Paul Brown, president, global brands and commercial services, Hilton Worldwide. "Our commitment to provide guests with high-quality service and unique experiences is what keeps them coming back time after time. We are proud to lead these categories and will strive to increase our standings across the board in years to come."

Embassy Suites Hotels, with more than 200 full service, all suites hotels, was awarded top hotel brand in the "Upper Upscale Segment," coming in 22 points above the segment average.  The brand, which is known for its strong value proposition, offering free, cooked-to-order breakfast, spacious two-room suites and a nightly complimentary Manager's Reception*, ranks highest on 4 of 7 factors in 2011:  Reservation; Check-In/Check-Out; Food & Beverage; and Costs & Fees.

Homewood Suites by Hilton, the international, upscale all-suite brand of residential-style hotels with more than 300 locations, led in the "Extended Stay" segment, ranking 39 points higher than the segment average and six points higher than its own 2010 score. This second consecutive award - and eighth award in the segment overall - comes after the initiation of a number of property innovations, including a revamping of its full hot breakfast and evening meal programs, the finalization of the "Distinctly Homewood" upgrade program and a continued emphasis on its 100 percent satisfaction guarantee.

Now in its 15th year, the J.D. Power and Associates study is based on responses from more than 63,313 guests who evaluated 66 different hotel brands in the United States and Canada fromJune 2010 to May 2011. The study measures overall hotel guest satisfaction across seven hotel segments: Luxury, Upper Upscale, Upscale, Mid-Scale Full Service, Mid-Scale Limited Service, Economy/Budget and Extended Stay. Within each segment, seven key measures to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.

Scott Carman           
Hilton Worldwide
(703) 883-5803

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on travel ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About Embassy Suites Hotels
Founded in 1984, Embassy Suites Hotels defines the upscale, all-suites segment and today has 211 hotels, with an additional 30 in the pipeline. With spacious two-room suites, engaging team members and an inviting atrium environment, guests are welcome to put their feet up and feel right at home. Embassy Suites' complimentary, cooked-to-order breakfast helps guests gear up for their day, while the nightly Manager's Reception with complimentary appetizers and beverages offers guests a great way to wind down. To learn more, visit

About Homewood Suites by Hilton Homewood Suites by Hilton, Hilton Worldwide’s upscale, all-suite, residential-style hotel with more than 300 hotels open in the United States, Mexico and Canada. Homewood Suites by Hilton is proud to be a J.D. Power 2014 Customer Champion - one of an elite group of 50 U.S. companies to be named to this list. Also voted “Top Upscale Extended-Stay” hotel by J.D. Power and Associates and Business Travel News, Homewood Suites by Hilton is the first choice for guests seeking comfortable, home-like accommodations when traveling for an extended stay. Beyond its spacious suites, which feature separate living and sleeping areas, and fully equipped kitchens with full sized refrigerators, additional value-driven amenities include: complimentary Internet, a daily full-hot breakfast, and healthy, delicious evening meals with drinks every Monday-Thursday. The brand is focused on guest satisfaction and stands behind each stay with its 100% Suite Assurance® guarantee. For more information, please visit

*Service of alcohol subject to state and local laws. Must be of legal drinking age. **Guest pays for groceries. Other restrictions apply.

About Hilton Worldwide Hilton Worldwide (NYSE: HLT) is a leading global hospitality company, spanning the lodging sector from luxury and full-service hotels and resorts to extended-stay suites and focused-service hotels. For 95 years, Hilton Worldwide has been dedicated to continuing its tradition of providing exceptional guest experiences. The company's portfolio of eleven world-class global brands is comprised of more than 4,100 managed, franchised, owned and leased hotels and timeshare properties, with more than 685,000 rooms in 92 countries and territories, including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Curio - A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton HHonors®.