"What Friends are For" - How Luxury Travelers Choose a Hotel in the Information Age

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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