Outstanding The Derby Hotels Collection is the best urban hotel chain according to an audit of the hotel services and facilities around Spain
The audit was carried out to stringent guidelines by SGS, a company specialising ininspection, verification and certification services which, in this instance, looked at all the categories of hotel establishments.
Industry experts conducted a completely anonymous analysis, staying in the hotels and looking at areas such as staff interaction with clients, restaurant services, tourist information received, standard of the facilities, etc. Thus, the study examined the complete customer "experience" at the hotel: from making a reservation to check out. Each "mystery guest" gave a quality rating for the accommodation, restaurant services, hotel services and facilities.
A cut above
The Derby Hotels Collection has been awarded the top score, achieving an overall rating of 91%, compared to the 83% average obtained by the other urban hotels around Spain. Derby scored top in front desk assistance and was rated above average for its reservation and restaurant services and facilities.
Madrid, Barcelona, Paris and London
Some of the Derby Hotels Collection most iconic hotels took part in the study: The Urban and Villa Real in Madrid, the Banke in Paris, the Caesar in London plus seven of its Barcelona establishments, including the Claris and the Bagués.
The total scores given to the hotels also saw an increase over the course of the two year evaluation, with a 10% improvement between February 2012 and June 2013.
The study, commissioned by the hotel chain itself, was carried out in response to concerns about quality and excellence of service and in its catalogue of 20 luxury establishments.