Survey/ Hotel booking experience

Survey Overview

The survey was designed to get insights into peoples` habits in booking hotels and understand existing pain points when using hotel booking websites or applications.

The summary of the results presented below:

• 21 responses were received. Majority of the respondents were 25-34 year old.

• 52% of respondents visited hotel website or app more than 4 weeks ago.

• Equal number of respondents visited the hotel app/website because they wanted to book a room or compare rooms and rates to other hotels. Small number of participants were looking at current offers.

• Majority of the respondents were able to complete their task successfully.

• Majority of the respondents used Booking.com to book a hotel .

• Majority of the respondents used website to book a hotel instead of app.

• Most common reason for booking a hotel is holiday and visiting friends and family.

• Price and location were top priorities when booking a hotel room, following reviews, cleanliness and appearance.

• When asked what would changes would respondents make to the hotel booking website/app many answers focused on making it easier to compare rooms/ hotels as well as providing realistic photographs of the room.

• Many respondents mentioned that many times when they booked a hotel room online in reality it did not meet their expectations, it looked better in the photographs.

QUESTION 1: Please choose your age group.

Q2

QUESTION 2: When was the last time you visited a hotel website or app?

Q3 Q4

QUESTION 3: Why did you visit the hotel website or app that day? What were you trying to do?

QUESTION 4: Were you able to complete your task that day?website or app?

If not, tell us why

• ``Waiting to book flights``

• ``Nothing caught my eye``

Q5 Q6

Accor Hotel 1

QUESTION 5: Remember the last time you booked a hotel room, what website/application did you use to make a booking?

One responded noted booking via booking.com was cheaper than via hotel website

QUESTION 6: Did you use an app or website to complete the booking?

Accor HotelAirbnbHotels.comTravelodge website Booking.com

QUESTION 7: What was the reason for your hotel stay?

QUESTION 8: Tell us your 3 main priorities when choosing a hotel?

Diagramos pavadinimas

QUESTION 9: What would you change about that website or app that you used to make a booking? Please specify what improvements would you make to it?

• `more photographs, more realistic photographs too`

• `It’d be good to see all the dates properties are available for flexible trips`

• `I would make it easier to compare both price and location at the same time- the map feature does not always show prices`

• `Provide clearer map to show hotel locations within the city`

• `Option to sort by best reviews`

• `Cleaner interface.`

• `More straightforward to compare various offers side by side.`

• `more filters`

• `Include/display pictures of the exact room im booking`

• `Faster to navigate back and forward between hotels. Ability to shortlist potential options.`

• `Less clics to book.`

• `Website is clunky - Opens new tab for every hotel you click on. You cannot filter proximity to city centres as far as I am aware etc`

• `The website isn’t very mobile phone-friendly, when you open a box at the top, it covers other parts of the page that you need to use`

QUESTION 10: Have you ever had a bad experience when booking a hotel stay?

If yes, tell us what was it

• ``Hotel didn’t meet my expectations on arrival.``

• ``Problems with the buying or changing price while I was booking``

• ``Booked two weeks before the travel, went to the hotel and realised no booking was made.``

• ``Hotel usually more dated/lower quality than photographs suggest.``

• ``Booked a private room on booking last minute and they charged us extra money on arrival, and it just just a private room in their family flat with 3cats``

• ``quite a lot of fuss``

• ``Room wasnt very clean, some furniture items broken/chipped and very small shower room``