Mauritius based hospitality chain Constance Hotels & Resorts has emerged at the top of the ladder for Top Small Luxury Hotel Brands according to a survey by the Global Review Index.
Constance Hotels and Resorts notched the best score in the category of Top Small Luxury Hotel Brands at 93.7%. The leading hospitality chain comprises even hotels with two each in Mauritius, Seychelles and Maldives and one property in Madagascar.
“To listen to our customers is at the heart of our strategy of business,” said Jean Jacques Vallet, Chief Executive Officer of Constance Hotels and Resorts.
He added that the continuous growth of their activities on the social media indicates that the Constance Hotels are able to build deep relations with their guests by keeping in touch with them through blogs, social media platforms and website.
Global Review Index is a leading provider of online reputation and social media analytics for the hospitality industry and has released its first annual Top Luxury Hotel & Brand Report, a landmark study on the luxury hotels and brands with the best online reputation score: the Global Review Index (GRI).
The Top Luxury Hotel & Brand Report goes on to rank India-based Oberoi Hotels as first among the large brands hotels with a score of 94.6% followed by Canada-based Four Seasons with 92.2%.
The average GRI for the Top 25 small luxury brands was 2.9% higher than that of the Top 25 big brands.
India is ranked first among the countries with the largest number of Top 100 Rated Luxury Properties at 13% while both China and USA follow close on its heels at 11% share each of top rated luxury properties. As for Mauritius, the island scored 4% for the Top 100 Rated Luxury Properties and was tied at sixth place with Hong Kong and Italy.
ReviewPro added that 93% of hotel guests and those booking luxury establishments are influenced by reviews.
Accordingly, compared to 2012, a 35% increase was seen in the number of guest reviews of luxury brands in 2013. As many as 82% online guest reviews were positive, 12.7% were neutral and only 5.3% narrated negative experiences.
Guest satisfaction was also evaluated in the report. Performance for ‘Service Index’ scored an average of 89%, ‘Value Index’ scored an average of 81.6%, and the ‘Location Index’ and ‘Cleanliness Index,’ scored an average of 91.4 % respectively.
The properties were divided in two groups: large luxury brands, for groups with 20 or more hotels, and small brands for those with fewer than 20 hotels.
The research is based on the analysis of 839,593 online guest reviews published during 2013 for the hotels that industry tracker STR Global classified as “luxury”. A total of 1,692 properties and 84 brands in all five continents were analyzed.
Image (Constance Hotels): Constance Hotels are able to build deep relations with their guests by keeping in touch with them through blogs, social media platforms and website.
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