Boutique Hotel Brand Ranks #1 with Highest Scores for the Category in Q2 and Q3 According to Market Metrix Hospitality Index
New York (Jan. 24, 2012) – For two consecutive quarters, Affinia Hotels, a boutique hotel company with seven properties in midtown Manhattan, Chicago and Washington, D.C., scored highest in customer satisfaction among upper upscale hotels in Q2 and Q3. The brand beat out top competitors (scoring a 93.8 in the third quarter), including Ritz-Carlton, Sofitel, Omni Hotels and W Hotels. This was revealed in the Market Metrix 2011 Third Quarter Hospitality Index, the largest and most in-depth measure of hotel and casino performance available, based on 35,000 independent customer reviews.
Affinia Hotels’ upped the ante on the hotel experience in 2011 with the launch of Tender Loving Comfort? (TLC), a new movement rooted in exceptional customer service, reading guests’ body language and delivering what makes each guest’s stay most enjoyable and comfortable.
“Our mission is to make guests smile, so we are honored to be recognized as a leader in customer satisfaction,” said John Moser, chief brand and marketing officer for Denihan Hospitality Group, Affinia Hotels’ parent company. “We trained our entire staff, from bellmen to guest service agents, on understanding and interpreting guests’ body language to launch TLC. They’ve really applied that training to their work, and it shows.”
Affinia Hotels is dedicated to providing guests with ‘comfort by design’, and that promise is reflected in the services and amenities featured on Affinia’s website (My Affinia, Hotel Special Offers) and onsite at each hotel (Comfort Hour, signature drink at check-in and unique city-centric partnerships). Guests traveling for business or pleasure, family travel or romance, adventure or relaxation, have different needs, and Affinia Hotels offers something for all types of travelers: a guitar and golf putter for down time, a yoga mat for training time, Wi-Fi for crunch time and more.
For additional information, visit www.affinia.com or call 866-246-2203. Connect with Affinia Hotels on Facebook (www.facebook.com/affiniahotels) and on Twitter (www.twitter.com/affiniahotels).
About Affinia Hotels
Affinia Hotels, with boutique hotels in New York City, Chicago, and Washington, D.C., provides business and leisure guests with Tender Loving Comfort? (TLC). All five Affinia Hotels properties in New York City (Affinia Shelburne, Affinia Manhattan, Affinia 50, Affinia Gardens and Affinia Dumont) and Affinia Chicago are members of Stash Hotel Rewards, a loyalty program for over 150 independent hotels. Travelers can start earning points today by signing up for a free account at www.stashrewards.com. Affinia Hotels is operated by Denihan Hospitality Group, a privately-held hotel management company with more than 50 years of hospitality management expertise.
About MMHI
Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index (MMHI) is the largest and most in-depth measure of hospitality company performance available today. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. These benchmarks, delivered through our flagship product Customer Metrix™, enable Market Metrix clients to compare their results to competitors by STAR segment, AAA classification, Brand, SMSA, industry averages, performers in the top 10 percent and other classifications. The MMHI is also available by subscription.
About Market Metrix
Market Metrix provides the leading guest and employee feedback systems to the worldwide hospitality industry. With award-winning research and powerful technology, Market Metrix helps clients make the right business decisions. Our Software-as-a-Service (SaaS) products are used by more hospitality companies than any other, supporting thousands of businesses in 70+ countries. Market Metrix has been helping hospitality companies turn feedback into performance since 1996. For more information, visit www.marketmetrix.com.