travel
Carlson hotel chains don't impress in survey
- Article by: MARISSA EVANS , Star Tribune
- Updated: July 20, 2011 - 9:45 PM
The Radisson fell in six of seven categories in the annual survey from J.D. Power and Associates.
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Two Carlson Inc. hotel chains received lukewarm customer satisfaction ratings in a study released Wednesday.
Radisson, the upscale hotel chain owned by Minnetonka-based Carlson, sunk to a second-to-last place ranking among upscale hotels, in the annual study from J.D. Power and Associates.
Radisson's score sank 10 points from last year's study to 761, far below this year's average of 794. It nearly tied for the bottom of its category with Crowne Plaza Hotels and Resorts. Hotel Indigo was the top hotel in the category.
J.D. Power's 2011 North America Hotel Guest Satisfaction Index compared 66 of the largest hotel chains nationwide on everything from reservations to hotel services to food and beverages.
"Radisson declined in six of the seven factors except in cost and fees where it improved," said Stuart Greif, director of the study in an e-mail.
Molly Biwer, vice president for communications and public relations for Carlson Hotels expressed confidence that Radisson hotels' ratings will improve as renovations take place.
"Over 90 percent of our hotels have committed to product improvement plans," Biwer said in an e-mail.
The score for another Carlson chain, Country Inn and Suites, jumped eight points from last year to 788, just above the average in its segment, making it 6th among the 13 midscale limited-service hotels. Drury Inn and Suites took the top honor for the sixth consecutive year. Ramada Limited ranked last in the segment.
The study found guest satisfaction with the hotel industry overall had declined. Greif said that for the future it will be important for hotels to make sure they create more opportunities for guest and staff interactions, particularly as customer expectations and technology increase.
"We know staffing levels have been cut back and employees are sharing responsibility for multiple things," Greif said. "For the hotels that scored highest, staff culture is the focus."
Marissa Evans • 612-673-4211
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