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!