"What Friends are For" - How Luxury Travelers Choose a Hotel in the Information Age
July 09 2007 - 1:19PM
PR Newswire (US)
They consult more sources than ever and still trust personal
recommendations most TORONTO, Canada, July 9 /PRNewswire-FirstCall/
-- How do savvy, frequent travelers find the best hotel? They do
their homework -- and lots of it, on average, checking eight
different sources of information. They read top travel
publications. They visit multiple web sites. They talk to travel
agents. And before deciding, 82 per cent consult another
tried-and-true resource: someone they know. Four Seasons has been
asking frequent travelers this question since 1999, via independent
research. This year's findings show that the importance and
credibility of personal recommendations remain extremely strong.
"Clearly our guests are taking in more information, from more
places, than ever before," said Jim FitzGibbon, President Worldwide
Hotel Operations, Four Seasons Hotels and Resorts. "What's been
interesting is the consistent power of personal recommendations,
for them and others like them. This motivates us even more to make
each stay a good one -- and to measure how well we are doing with
that." Four Seasons has long monitored guest satisfaction in a
variety of ways. Given the continued importance of personal
recommendations, the company is now also polling its guests
directly on this question, as part of regular post-stay
evaluations. It has conducted more than 1,300 such interviews with
guests over the last 12 months. So far, 88 per cent of these Four
Seasons guests have said they would definitely recommend the hotel
at which they stayed. Satisfaction with the stay rates 9 on a
10-point scale. "It's a relatively new initiative," said Susan
Helstab, Senior Vice President, Marketing, Four Seasons Hotels and
Resorts. "What we have seen is consistently high willingness to
recommend, along with high guest satisfaction." Four Seasons is
dedicated to perfecting the travel experience through continuous
innovation and the highest standards of hospitality. From elegant
surroundings of the finest quality, to caring, highly personalised
24-hour service, Four Seasons embodies a true home away from home
for those who know and appreciate the best. The deeply instilled
Four Seasons culture is personified in its employees - people who
share a single focus and are inspired to offer great service.
Founded in 1960, Four Seasons has followed a targeted course of
expansion, opening hotels in major city centres and desirable
resort destinations around the world. Currently with 73 hotels in
31 countries, and more than 25 properties under development, Four
Seasons will continue to lead the hospitality industry with
innovative enhancements, making business travel easier and leisure
travel more rewarding. For more information on Four Seasons, visit
http://www.fourseasons.com/. DATASOURCE: Four Seasons Hotels and
Resorts CONTACT: Elizabeth Pizzinato, Vice President, Public
Relations, Four Seasons Hotels and Resorts, , (416) 441-4335
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