The study was divided into three categories: Top Five Large Luxury Hotel Brands, Top Five Small Luxury Hotels, Top Five Individual Hotels. Constance Hotels & Resorts was placed first in the Top Five Small Luxury Hotels category above Capella Hotels, Montage Hotels & Firmdale Hotels which tied for third place and Andaz Hotels and Raffles Hotels.Since 2011, Constance has been focused on building brand awareness and engagement in the digital space.
“We’re delighted to have received this award, focusing on customer reviews as listening to our guests sits at the heart of our business strategy,” says Jean-Jacques Vallet, Chief Executive Officer of Constance Hotels and Resorts.“We put the customer at the centre of everything we do, and our success is built on listening and talking directly with them. The continued growth of our social media activity means we are able to build deeper relationships with our guests through engaging content on our blog and social media platforms, as well as our website. This leads to more personalised luxury experiences.”
The research for the ReviewPro report was based on 839,593 online guest reviews during 2013 for hotels categorized as ‘luxury’ by industry tracker STR Global. A total of 1,692 properties and 84 brands in all five continents were analysed. The number of guest reviews of luxury brands increased by 35% over 2012.