BRENNAN: Drury Hotels, A Local Success Story Gone National

Each week on KMOX.com, our Charlie Brennan will highlight something great happening in St. Louis

Charlie Brennan
January 16, 2019 - 2:37 pm

(Facebook, Drury Hotels)

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One of the country’s great business success stories is the Chesterfield-based Drury Hotels.  Drury has won the JD Power North America Hotel Guest Satisfaction Award for "Highest in Guest Satisfaction Among Upper Midscale Hotel Chains" 13 years in a row.   That’s a hotel industry record:  no other hotelier has captured the “JDP” honor for thirteen consecutive years.

Related: BRENNAN: Highlighting the Best of St. Louis

Why does Drury always come out on top for consumer satisfaction?  I have my ideas:

  1. Drury Hotels are clean. Period.
  2. The furniture and bedding look new, not worn.
  3. The Drury folks pioneered the free hot breakfast buffet which includes more than just coffee, juice, cereal, oatmeal and toast.  A Drury breakfast also includes biscuits and gravy, scrambled eggs, sausages, salsa, fresh fruit, pancakes Belgian waffles and more.
  4. Another Drury invention, the “5:30 Kickback,” is another de facto free meal with hot dogs, chili, salad bar, baked potatoes, soup and pasta PLUS 3 free beers, wines or mixed drinks per adult. So, two daily meals are included in the Drury stay.
  5. Drury prices are reasonable.
  6. Drury Hotels are convenient.  In New Orleans, they’re near the French Quarter.  In St. Louis, they’re a short walk to Busch Stadium.  In Cleveland, they are not far from Browns football.  In many cases they are near airports.
  7. The employees are friendly.  Managers serve drinks.  Busloads of tourists don’t slow down the breakfast line (much to my surprise).

Drury operates 150 hotels in 25 states.  Last year, hotels were added in Pittsburgh, Huntsville, and Columbia. This year, 2,000 rooms will open in Iowa City, Cincinnati, Richmond, Columbus, Milwaukee, Knoxville, Cleveland, downtown Nashville (with almost 400 rooms), and Richardson (near Dallas), Texas.

Amazingly, the chain is still run by the Drury family.  Chuck is CEO and his dad CLD still comes to the office at 91-years-old. 

Chuck Drury once said, “It seems the harder we work, the luckier we get.”

I don’t think luck has anything to do with it. 

The only question is, will Drury take its 14th JDP Award this summer? 

Stay tuned.