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’s upscale, all-suite, extended-stay hotel brand with more than 450 locations in the United States, Mexico and Canada, is an award-winning leader. The first choice for guests seeking comfortable accommodations when traveling for an extended or quick overnight stay, Homewood Suites offers inviting, generous suites, featuring separate living and sleeping areas, and fully-equipped kitchens with full-size refrigerators. Additional value-driven essentials include: complimentary internet, a daily full hot breakfast, and complimentary evening social every Monday - Thursday. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose nearly any combination of Points and money to book a stay, an exclusive member discount that can’t be found anywhere else, free standard Wi-Fi, and digital amenities like digital check-in with room selection and Digital Key (select locations), available exclusively through the industry-leading Hilton Honors app. Homewood Suites is focused on guest satisfaction and stands behind each stay with its 100% Suite Assurance® guarantee. For more information on the extended-stay advantage, visit or

About Hilton Hilton (NYSE: HLT) is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 5,300 properties with more than 856,000 rooms, in 105 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time. The company's portfolio includes Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio Collection by Hilton, DoubleTree by Hilton, Tapestry Collection by Hilton, Embassy Suites by Hilton, Hilton Garden Inn, Hampton by Hilton, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton Honors. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose exactly how many Points to combine with money, an exclusive member discount that can’t be found anywhere else, and free standard Wi-Fi. Visit for more information and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram, and YouTube.