Source: HSMAI
More people are booking online than ever before — and hotel companies have been trying hard to get these customers to book through their websites. These efforts have paid off. The majority of persons who make hotel reservations online are now booking directly on the hotel or brand website rather than going through the big travel portals. This is quite an achievement for the hotel industry despite many new websites attempting to book or refer hotel reservations. Hotel companies are paying less money to travel portals and are establishing more relationships directly with their guests.
One big reason why more customers are using hotel sites to make their reservations is that hotel companies have significantly improved their websites. The quality of the experience with the website can influence customers’ decision making, ultimately reinforcing loyalty or losing customers for the brand.
In 2004 and 2005, hotel websites were outscored by Yahoo! Travel and Hotwire for satisfaction with the online reservation experience. But now, for the first time, hotel web sites scored higher in satisfaction (providing a better reservations experience) than popular travel web sites. To make these gains, hotel sites have improved their navigation, design, usefulness of information, ease of booking and other critical components of the online experience.
The top performing hotel site for 2006 was Drury Inns. According to travelers, Drury’s website delivered the best user experience compared to all other hotel brand websites. Sleep Inns (Choice) and Courtyard by Marriott finished closely behind Drury. Hotel and brand websites have improved significantly and now, many of these sites outscore the best Internet travel portals in overall satisfaction with the online experience.