Decisive Factors for Traveler Lodging Program AdoptionResults From a Survey of Global Travel Managers and Business Travelers

HOW TRAVELERS SELECT HOTELS

Ameni t ies

80%

Proximity to Work

Engagement

92%

Price

85%

Reviews

80%

Loyalty Program Benefits

70%

However, BUYERS might underestimate the importance of elements related to the travel experience.

On average, only two-thirds of buyers say factors like proximity to dining, reviews, loyalty program benefits, and hotel brand are important to travelers when selecting a hotel

Above all else, TRAVELERS want hotel options that are practical and convenient.

Proximity to Dining and

Entertainment

84%

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% “Very” or “Somewhat” important

HOW TRAVELERS WANT BOOKING CONTENT TO BE PRIORITIZED

DRIVING TRAVELERS TO BOOKING TOOLS

89% Proximity to Work Engagement

81% Discounted Promotional Rate

81% Valued Amenities

78% Types of Past Purchases

76% Properties Stayed at in the Past

76% Favorite Brands

76% Loyalty Program Points/Status

74% Upgrades or add-ons

TRAVELERS want booking content to be prioritized by practicality, but personal preferences also play a role.

While clarity and usability are important, personalized content and customer support can also make the booking process e�cient and enjoyable for TRAVELERS.

% “Very” or “Somewhat” important

Connecting the people that connect the world.TM

% “Very” or “Somewhat” important

1.

2.

3.

4.

5.

6.

7.

8.

80%

Ability to filter results based on traveler need/preference

91%

Clear understanding of availability and rates

88%

Usability of booking tool/speed of booking

74%

Customer support

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(e.g. room type)

Purchased in the Past

Top three “Very Important” for Travel BUYERS:

Proximity to Work EngagementProperties Stayed at in the Past &

Discounted Promotional Rate

1. 2. 3.

CONTRACT NEGOTIATIONS

EXPENSE MANAGEMENT

TRAVELERS are interested in direct payment to make expense management easier

85% of travelers say the ease of

completing expense reports, ease of

expense approval process, and speed of reimbursement

are important to expense

management

30% of travelers say they typically pay for their hotel room and incidentals through central or direct payment.

However…

88% say if their company o�ered central/direct payment with a hotel, they would book this property over one that does not o�er this payment method

Nearly all (96%) travel BUYERS recognize the value of these

factors

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“Rooms on the same floor or nearby for all, Hotels near events, customers and businesses. Modern facilities for events, with all the technology, extended hours, adequate facilities, and contracted transport for travel.”

“Transparent total cost, inclusive of all charges (vat, breakfast, etc.) and all rates loaded on parity to allow true price/service comparison.”

Travel BUYERS emphasize a transparent total cost, ....while TRAVELERS focus on amenities and services available

“More options with preferred rates, breakfast included on the rate, WIFI included on the rate.”

“Include special rates for employees, o�er meals, transfers and check in/check out with flexible schedules, taking into account the schedules of flights or transfers.”

WHAT CAN MAKE BOOKING TOOLS BETTER?

Travel BUYERS might undervalue the importance of displayed amenities in company booking tools

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On average, half of TRAVELERS and BUYERS think their company’s online booking tool could o�er more hotels of a preferred price range, more hotels

convenient to work engagements, and more hotel availability

Half of TRAVELERS also think their booking tool could o�er

more hotels with amenities such as fitness centers and

business centers…

Only one in five travel BUYERS say the same

However…

ABOUT HRSHRS simplifies business travel. Corporate travel managers and business travelers around the world trust HRS to find the best hotel accommodation and simplify all processes related to their business travel. In addition to dynamic hotel sourcing and the negotiation of corporate rates with hotels, HRS deploys data-driven search & book solutions that seamlessly optimize payment and expense management. Married with automated simple meetings sourcing and booking technology, HRS' unmatched holistic solution drives benefits for business travelers, program managers, and the hotels that serve them. More than 3,000 multinational companies rely on HRS; customers include multiple Fortune 500 companies, including Google, Siemens, Alibaba, China Mobile, and Volkswagen. HRS has more than 1,500 employees in more than 35 offices worldwide. Further information at corporate.hrs.com.

ABOUT GBTA The Global Business Travel Association (GBTA) is the world’s premier business travel and meetings trade organization headquartered in the Washington, D.C. area with operations on six continents. GBTA’s 9,000-plus members manage more than $345 billion of global business travel and meetings expenditures annually. GBTA delivers world-class education, events, research, advocacy and media to a growing global network of more than 28,000 travel professionals and 125,000 active contacts.

To learn how business travel drives lasting business growth, visit www.gbta.org.

METHODOLOGY

An online survey was conducted of global corporate Travel Buyers. The survey fielded between March 19 and April 11, 2019.

An email invitation was sent to GBTA members and contacts globally. Seven hundred and twelve completed at least one question. Of these, 628 qualified given they are involved “in managing or procuring travel on behalf of their company.” Of those who qualified, 465 completed the entire survey.

In addition, a survey was conducted of 2,473 business travelers globally using an online panel. The survey fielded between March 19 and May 14, 2019. Respondents qualified if they (1) were employed full-time or part-time, and (2) traveled for business at least three times in the past year. Quotas were set for age and gender within each country to obtain a su�cient number of respondents from each demographic and mirror the business traveler population, thereby allowing comparison between groups.

© 2019 GBTA. All rights reserved.

Connecting the people that connect the world.TM