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Service Matters

(ST. LOUIS, MO) – October 5, 2009 – In a recent Hotel & Motel Management article, Drury Hotels was cited as an industry leader in guest service. Championing the importance of a friendly, service-oriented hotel staff, the article mentions Drury and Kimpton Hotels as leaders in this area.

In separate quotes, Jonathan Barsky, co-founder and VP of research at Market Metrix, and Michael Drago, director of the global hospitality and travel practice at J.D. Power and Associates, both mention Drury as an industry forerunner in service culture.

According to Drago, Drury “…is a bit of a different animal; most other brands are part of a larger organization, this is a family-run small business and the focus isn’t really on the Wall Street crowd as much as guest satisfaction.”

Drago also notes Drury’s inclusive amenities as an important part of their guest satisfaction. “The nickel and diming is something they try to avoid,” says Drago.

Drury’s free amenities include free HOT Breakfast, free evening beverages, free wireless Internet, free local and long distance calls, free popcorn & soda and more. Their mantra, The Extras Aren’t Extra®, has contributed to their high customer ratings in numerous hotel guest satisfaction surveys, including those conducted by Market Metrix and J.D. Power and Associates.

The Drury Inn & Suites brand has been recognized for four consecutive years by J.D. Power and Associates for ranking "Highest in Guest Satisfaction Among Mid-Scale Limited Service Hotel Chains" in the firm's North America Hotel Guest Satisfaction Index Studysm. J.D. Power and Associates is a global marketing information firm that represents the voice of the customer.
Drury Hotels is a Missouri-based hotel system with more than 130 hotels in 20 states from Arizona to North Carolina and from Texas to Michigan. Brands include Drury Inn & Suites, Drury Inn, Drury Plaza Hotels, Drury Suites, Pear Tree Inn by Drury, as well as other hotels in the mid-priced hotel segment. For a complete listing of all Drury hotels or for reservations, visit www.druryhotels.com or call 1-800-DRURYINN.

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