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BTO 2014Florence, 3rd December 2014
Facts & FiguresFounded in 1996 in Amsterdam
Part of the Priceline Group
(PCLN) since 2005
550,000+ properties in 200+ countries
8,500+ dedicated employees
135+ offices in 50 countries
33+ million reviews from real guests
4.5 million room nights sold every week
Our Model
HR, Finance, Legal
Customer Service, Content
Demand
Marketing IT
Store
Properties
Supply
Delight of Right
● The moment of pure joy when people realize how great
their trip is going to be because they found the perfect
accommodation
● We have organized our entire company around our
100% commitment to getting it right for the customer
● Roll out● United States: January 2013
● Australia: September 2013
● Canada: January 2014
● UK: February 2014
● Germany: May 2014
Delight of Right
Social Media
Meta Search
Paid Search
In 43 Languages
12 customer service call-centers
42 languages support around the world
24/7 customer support
Across Devices
43% of all travelers go between devices when planning travel
Multiscreen usage is the new norm
Source: Google Our Mobile Planet, May 2013
19% of all travelers book their vacation on mobile
30% of 25-35 year old currently use mobile to book holiday
50% of all hotel bookings will be made on a mobile device by 2017
Front End
Demand Supply
“Market”
Best customer experience across
all touchpoints
We experiment!
Test
● A: “Free cancellation, pay when you stay”
● B: “Free cancellation – PAY LATER”
● No difference
Round 1: Tabs
Test
● A: No tabs opened from search results
● B: New tab opened for each hotel clicked
● No difference
Many Ranking Games: Filtering
Many Ranking Games: Sorting
64% 18% 12% 6%
How do I get the highest ranking?
What can I do?
Long Term Availability
Last Minute Availability
Auto
replanishmentRoom Types
Last minute booking
without credit card
What story
are your
property
photos
telling?
High-resolution photos.
Relevant photos showcase your
unique features and selling point
Guest reviews help identify what
customers enjoy about your property
Show potential guests
what they can expect
Why photos?
24 photos
Landscape
2048 x 1536 pixels
10 photos per room
Natural light
92% Visitors are more likely
to book with photos
Positive impact
on conversion
Manage guest
expectations
Justify the higher
rate
Hotel Marketing Services
Rob Ransom
Accommodation
partners
World-class
Marketplace
Accommodation
partners
World-class
Marketplace
Innovative Property Solutions
Booking HMS
Hotels, We Have A Problem
Confidential ̶̶ All Rights Reserved | Copyright 2014- Hudson Crossing LLC
Hotel Distribution And Technology Map
14 14
TMCs & Travel agents e.g. Amex GBT,
BCD, Carlson, etc
Search, Metas & OTAs
e.g. Google,
Kayak, Booking, Ctrip, Expedia,
PCLN, TripAdvisor
Hotel Web e.g. TC, Sabre,
TIG, Open Hospitality
Offline • Call center
• Walk-in • Large group
Leis
ure
tr
av
ele
r
GDS - Global Distrib. Sys. e.g. Amadeus,
Sabre, Travelport
CRS e.g. Sabre, Trust, Pegs, Genares,
TravelClick, TravelTripper
Co
rpo
rate
tr
av
ele
r – M
anage
d
– U
nm
anag
ed
Primary
Secondary
GDS Switch i.e. Pegs
UltraSwitch UltraDirect (GDS)
Channel Mgrs e.g. EZYield,
SiteMinder, RateGain, HBSi
PMS e.g. Micros, Sabre,
Agilysys, RoomKey, Atrio/SMS, Indra
Revenue Mgt. e.g. IDeaS,
Duetto, ORMS, easyRMS, PROS
Ho
telie
r
B.I. • Rate Shopping
• Demand • CRM/Loyalty
Connectors e.g. Derbysoft
Switchfly
Wholesalers e.g. GTA, EAN,
HotelBeds, Tourico, PCLN
Main channel Secondary channel
Media Bins e.g. Leonardo,
IcePortal,
CMSs, manual
Backoffice and POS (n/a here)
e.g. Micros and
PAR Tech for POS,
HotSOS, CRM,
Campaigns, Loyalty.
Financials, etc
Figure A: Hudson Crossing’s overview of distribution and
operation systems
Three keys to a successful property
website
Great branded experience for online guests
Easy to use on all devices
Seamless booking process
97 unique screen resolutions in 2010
232 in 2013
Property Websites for Accommodation Providers
• Content Management
• SEO optimized
• Up to 42 languages
• Design options
• Support for all
devices
• Integrated Booking Engine
• Performance reporting
and ROI analysis
Pineapple Group – 6 Hotel Group on the West Coast - USA
Great online experience
for your guests
Easy to manage
More direct bookings
Grazie!