– Extensive customer research as the base

A program to refresh Holiday Inn® hotels is in progress the world over. The change came into effect in Finland’s seven hotels at the turn of the year. The relaunch is based on the most extensive customer research ever carried out in the hotel industry. The new welcome experience of the Holiday Inn® chain is reflected in the hotels’ refreshed appearance, signature music and scents and, above all else, in the service promise.

Survey of 18,000 customers: ease and cosiness the trends

Holiday Inn® carried out global research where 18,000 customers were asked their opinions of staying at a hotel. On the basis of the research, the chain has invested more than one billion dollars in hotel development efforts. The new brand identity can be seen outwardly and especially in services. More than 3,200 hotels will be transformed by the end of 2010. The project encompasses a strong, modern new identity, a new exterior and signature reception appearance, a signature scent and music, modern blankets and a signature pillow menu complete with ribbons in a signature bed, and the new ‘Stay Real’ service training.

"Today’s guest wants appropriate services but also wants to retain a certain independence. Everything in a hotel has to be as easy as at home. A cup of coffee and a connection to the Internet must be at arm’s reach. The core of our service is anticipation of the customer’s slightest wish and consideration for the customer as a person," says Brand Manager Timo Vehmas in describing the policy of Finland’s Holiday Inn® hotels. says Brand Manager Timo Vehmas in describing the policy of Finland’s Holiday Inn® hotels.  

A hotel experience for all the senses

It’s now trendy for hotel décor to feature ecological materials and a cosy atmosphere. The first ten minutes are decisive to the guest’s comfort level. The idea is now to capture guests’ attention with holistic sensory observations. The details encountered by guests arriving to Holiday Inn® hotels have been thought out carefully, from the clear visual appearance to the world of scent and sound.

“The interior design solutions, the ambience, service and overall product must all speak the same language throughout, from the hotel entrance to the minute details of the bathroom. Business travelers appreciate a comfortable, cosy and peaceful atmosphere while vacationers enjoy those little hotel extras. Luxury and smooth everyday experiences must be brought together softly,” says Managing Director Anne Berner of Oy Vallila Interior Ab, the company that carried out the change at Finland’s Holiday Inn® hotels.

Lasting impressions of customer-oriented services generate satisfaction

Softness and everyday luxury at Holiday Inn® mean not only a comfortable bed but also a pillow menu: choose your own from among five different alternatives. The new pillow ribbons with their brand messages tell about the pillow menu; from cluster fiber to down pillows and pillows varying in softness.

“The customer’s choice of pillow is recorded, if the customer wants it to be, and just the right pillow is waiting the next time he or she overnights. Just like at home,” Timo Vehmas promises.

During the busiest time on a weekday morning, the business traveler in a hurry can use the Breakfast Check Out service to settle the bill while enjoying breakfast– no waiting in line at the reception during the morning rush.

Vacationing families, in turn, are offered the Kids Eat Free bonus. All children under the age of 13 can eat in the hotel restaurant free of charge when accompanying an adult diner. This bonus is valid daily in all of the chain’s hotels in Finland and the world over.

Additional information
Holiday Inn Principal Correspondent, Regional Director Gabor Pusztai, Helsinki Region,
mobile tel. +358 400 605 274, gabor.pusztai@restel.fi
Brand Manager Timo Vehmas, tel. +358 9 733 5842, timo.vehmas@restel.fi

 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

The high-level international Holiday Inn hotel chain is the world’s best known hotel chain. The Holiday Inn and Holiday Inn Express® chains have over 3,300 hotels and over 427,000 rooms worldwide. In Finland there are seven Holiday Inn hotels in five different municipalities. Finland’s Holiday Inn hotels are operated by Restel Ltd., the country’s leading hotel and restaurant sector company.

Restel Ltd.’s turnover is more than 370 million euros, and the company employs 5,200 hotel and restaurant professionals in Finland. Alongside the Holiday Inn chain, Restel Ltd. operates the Crowne Plaza and Ramada brands and the Cumulus and Rantasipi chains, Ikaalinen Spa and the Hotel Seurahuone Helsinki. www.restel.fi

(News release 1/2010)