2 Replies Latest reply: Jan 19, 2011 2:26 PM by anadyr RSS

Most wanted

Alumni Steward Platinum 8 Reviews
Currently Being Moderated

Orbitz, the travel consolidator and discounter, surveyed it customer base to determine, among other things, what they wanted in a hotel for the current new year.  Here's the results from their press release:

 

"What Consumers Want Most in a Hotel in 2011

Orbitz allows consumers to know everything about hotels inside and out including the ability to view and filter the available hotels by the amenities they offer.  Hotel offerings such as wireless Internet, babysitting services or even an on-site bar can make or break a consumer's decision to book a particular hotel property.  So, what do consumers really want in a hotel? Based on consumer search behavior on Orbitz.com in 2010, below are some of the must-have and most-searched amenities that we anticipate will continue to drive a consumer's decision to book a hotel in 2011.

Promotional offers/discounts: When it comes to searching for a hotel, consumers are looking to get more for less. On Orbitz.com searches for promotional offers and discounts such as free parking and airport shuttle service took the top spots.

Pool: Swimming pools by far get the kids excited when on vacation, and if you're traveling to Vegas or Miami, are more about the scene than actually swimming. But, as one of the top searched hotel amenities this proves that whether you're a single, couple or family swimming pools will likely remain one of the most important hotel amenities.

The extras: There is strong consumer interest surrounding hotels that offer amenities that go beyond the basics.  The number of hotels that welcome pets is rising and, surprisingly, so are consumer searches for pet-friendly accommodations.  There was also very strong interest in hotels that provide spa services and fitness centers."

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

Location Brand Hotel
London, United Kingdom
  • Re: Most wanted
    tjcnewyork Platinum
    Currently Being Moderated

    Interesting research, did you have any thoughts as to how this applies to Marriott?

     

    Currently, Marriott.com features Filters for Amenities, Transportation, Activities, Brand and more.  Orbitz' filters are limited and let you narrow down by rating (stars), amenities, hotel chain and Reviewer Score.

     

    Overlapping with the excellent discussion about 'Do Not Stay List', Reviewer Score is what Marriott.com lacks.  While a numeric score adds some 'objectivity', establishing well-understood criteria may be an effective driver for deciding where to book.   Interestingly, the press release mentions little to nothing about Reviewer Score.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Most wanted
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    Hi TJ:

     

    Yes, I think your comment speaks to varying business models -- Marriott versus the Consolidators like Orbitz or Priceline. Marriott solicits feedback and gives a potential customer an array of options and amenities to limit their searches.

     

    Orbitz, seems to me, is mainly interested in the business they can generate, not in the quality of that service or reactions to it from users of that service.

     

    If prices are the primary drivers many go to Orbitz, though I have found that in using them as well as Kayak for airlines, the prices are not always the lowest and you are often sent to the airlines where you buy your ticket anyway.

     

    Just a thought and I agree that the Do Not Stay threat on Insiders has been a productive discussion for us all.

     

    Stepping Stones

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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