Alejandro ListaDirector of E-commerceSouthern Europe

Revenue GeneratingIntegrated Solutions, the future for Hoteliers

MILANO

TravelClick provides expert solutions to hotels to optimize performance, grow revenue, and create a stronger brand.

Our team delivers global expertise and local knowledge to grow Hotels revenue.Our dedicated field sales, account management, and service teams have deep knowledge of the communities where your hotels operate, and they draw from proven industry experience.

33,000+ hotel customers 176 countries 800+ employees

Atlanta Barcelona Chicago Dubai Hong Kong Houston London Melbourne New York Orlando Philadelphia Shanghai Singapore Tokyo

We’ve been a leader for more than 12 years, guiding 33,000+ hotels of all types and sizes.

Independent & Small size Groups

Mid-Sized Brands

We have five lines of business that will work together to improve Hotels performance.

● iHotelier® Central Reservation System™● iHotelier® Web 3.0™● iHotelier® Mobile™● iHotelier® GDS & Pegasus UltraDirect™●EZYield Channel Management™● iHotelier® VoicePro™● iHotelier® Demand™● iHotelier® PMS Integrations™

● Rate360®● Agency360®● Demand360®● Enterprise Solutions™

● Travel Agent (GDS) Media™● Display Marketing™● Pay-Per-Click Advertising

● Custom Websites● Search Engine Optimization● Social Media Optimization

MARKET TRENDS

The Brand Website revenue contributed 20.7% of the total revenue booked

Global Highlights | 2012

Revenue by Channel2012

Source: TravelClick Demand360. Top 50 markets worldwide from participating brands. Revenue in USD.

Direct = Reservations taken directly on property such as walk-ins, meetings/groups, direct call in

CRS = Central reservations office for contact center reservations via voice, chat or email

Web = Hotel proprietary Web site + Mobile site or brand Web site

OTA = Online travel agency such as Expedia, Booking, Venere, HRS

GDS = Global distribution systems Sabre, Galileo, Worldspan, Amadeus

Global interest for accommodation

1 Source Google research data,

Italian market interest for accommodation

International

Domestic

Global interest for European accommodation

1 Source Google research data,

ITALY represents the 10%

GDS statistics for all Hotels linked to Milano airports for the last 24 months

MILAN Performance Q1-2013 vs Q1-2012

Occupancy +2%62.1% in 2013 vs 60.9% in 2012

ADR -1.3% 138.73€ in 2013 vs 140.53 in 2012

RevPar +0.7% 86.15€ in 2013 vs 85.59€ in 2012

Source STR Global

Hotel searches on Mobile are growing very fast globally

One in Seven searches originate from a mobile device¹ 42% of travelers research or book accommodations on a mobile device platform2

5-10% of web bookings come from a mobile device3 65 percent of mobile bookings are same day4

By 2015, 81% of cell phone users will have smart phones5 More people will access the internet via mobile devices than desktops6

1 Google research data, 2012 4 Orbitz data, Dec 20112 Smarter Travel 5 Goldman Sachs. June 20113 TravelClick Data – sampling of 1600 iHotelier clients with MobiBook. 6 IDC New Media market Model, Sep 2011

Where do people go when they leave your site?

68% The percent of consumers who consult online reviews before booking

22The number of sites the average travel researcher visits before booking

9.5The average number of online research sessions a consumer conducts before booking

Google Think Insights: 5 Stages of Travel

Major Market Trends in HospitalityTrend 1: Social media is the cornerstone of marketing strategy Trend 2: Business Intelligence (BI) at every level. The new face of successful travel companies: Competitor Analysis - Market Penetration - Distribution costs by channel.

Trend 3: Meeting the expectations of the modern consumer: Improve customer experience - deliver relevant data - engage the customer - embrace new channels - Integrate online, offline and social - retain customer loyalty.

Trend 4: Semantic technology (finally) becomes relevant in the travel value chainEvaluate opportunities – Experiment to see what works

Trend 5: Mobile provides a unique platform for more direct distribution The new mobile devices facilitate continuous engagement - mobile marketing becomes more personalized and relevant

*Source: PhoCusWright Inc.

HOW TO SUCCED IN A FAST CHANGING MARKET

Hoteliers need to face this complex and changing market.

Branding

Service

Guests

Corporate

Sales

Distribution

Channel

Revenue

ManagementMarketing

Your website needs to reflect an unique property or brand style and features, but always combined with the Best Practices to convert.

Robust content management system (CMS) that allows Hotels easily maintain the website fresh and updated.

Social media optimization drives direct bookings:

●845m monthly active users

●2.7b likes/comments a day

●250m photos uploaded/day

●250m monthly active users

●500m users signed up

●340m tweets sent/day

●1 trillion views in 2011

●1 hour uploaded/second

●3 billion hrs watched/month

Engage your customers with Social integration into your Booking Process

Your Hotel needs to be where the customers are and engage them:

Social media optimization drives direct bookings, example of Hotel BLOOM!

Increased fan base by 300% in less than two months

Sold 10 extra room nights directly from hotel’s Facebook party tab

Gained 450 new email subscribers

Was awarded the IACBest Hotel and Lodging Social Media Campaign

Your Hotel needs to be where customers are and drive more DIRECT Business

Your Hotel needs to be where customers search to drive more DIRECT Business

Business Intelligence solutions provide you with actionable insights to increase hotel revenue.

Price rooms…

Promote products…

Target customers…

Allocate inventory…

…with precision, to win the right customers and maximize Hotel revenue

Demand See your market’s future

production across all channels

AgencySee your competitors’

production by travel agent

Rate See your competitors’

rates

Business Intelligence is Key for taking the right decisions and increase Hotels’ revenue.

How should I price to maximize ADR and

occupancy?

RATE360

To what agencies should I target my sales activities?

AGENCY360

What should I do now to impact my future

bookings?

DEMAND360& DESTINATION INSIGHTS

Mobile statistics*

The ADR for a typical Mobile booking versus web booking is 15 USD higher

Close to 50% of all Mobile bookings are made with 0 to 1 day lead time

The average mobile reservation is 25% higher in total revenue value versus web bookings

Hotels receive a minimum of at least 2 direct voice bookings via the iHotelier mobile click to call

* TravelClick Data – sampling of 1700 iHotelier clients with MobiBook.

A mobile-friendly website is a “must” for every hotel:

5-10% of web bookings come from a mobile device3 65 percent of mobile bookings are same day4

By 2015, 81% of cell phone users will have smart phones5 More people will access the internet via mobile devices than desktops6

One in Seven searches originate from a mobile device¹ 42% of travelers research or book accommodations on a mobile device platform2

1 Google research data, May 2011 4 Orbitz data, Dec 20112 Smarter Travel 5 Goldman Sachs. June 20113 TravelClick Data – sampling of 1600 iHotelier clients with MobiBook. 6 IDC New Media market Model, Sep 2011

Your hotel needs an integrated solution for real-time distribution management across all channels.

Electronic Distribution Map

Your web booking engine should help you to:

Build your brand With a cutting-edge technology

Increase RevPAR With intelligent upsell of stay length, rooms and add-on services

Drive more bookings In fewer clicks with optimized navigation and clear calls to action

Have full control of the booking experienceAllowing you to sell the way you want

Up-sell and cross-sell functionality

Turn lookers into bookers with engaging visual cues and clear calls to action

Optimized navigation precipitates conversion in ~20% fewer clicks

How to drive more direct bookings and increase RevPAR with your Booking Engine.

Select Dates Select Rooms Add Enhancements Confirm Reservation

Increase Occupancy and Revenue for each stay:

Add a day before or after dates selected to increase occupancy.

Up sell Room categories and ancillary products/services to increase Revenue for each stay.

Flexible date calendars to allow guests to see when best rates are available to stay. But most important help you to increase occupancy the days your hotel need it.

Hotel needs to control content also on their booking engine and not only on the website.

Flexible configuration for all design aspects

Create multiple themes for promotional offer merchandising

Easy photo and media content administration

Preview real-time, prior to publishing to live site

Enhanced customizations for button styles, header gradients and colors

Customize the online booking experience to engage customers and get more direct bookings.

Hotel will capture more on-the-go bookings with a mobile booking engine:

Increase direct Bookings to your hotel…

42% of travelers research or book accommodations on a mobile device1

40% book within 1 day of arrival2

25% book on the same day of arrival2

1 SmarterTravel 2 Based on iHotelier Mobile customer data

Hotels need to have a Next Generation Seamless connectivity to all 4 GDS.

+19% growth in GDS revenue and bookings for TravelClick European hotels in 2012.

Growing GDS awareness of your Hotel on the outside of “Just Connecting”...

GDS MediaIt reaches decision makers (Travel Agent) at the point of sale for a specific booking date.

GDS Preferred PlacementOver 98% of qualified GDS transactions are generated directly from Page One results

Consortia ParticipationConsortia hotels received 5 times more reservations than non Consortia hotels

Demand Drivers is key to get incremental bookings and reduce Hotel distribution costs…

Metasearch Partnerships

● Increased demand driven directly to your web booking engine

● Competitively position hotels to drive direct bookings

● Preferred commercial terms resulting in reduced customer acquisition costs

OTA Partnerships

● Increased distribution resulting in more bookings

● Preferred placement on the shelf

● Preferred commercial terms, including reduced margins

Consortia/ Mega Agency Partnerships

● Increased business travel

demand and bookings● Favorable subscription pricing● Preferred placement in GDS● Access to travel agent offices

globally● Centralized management of RFP

content, submission and rate audits

…and work with dozens of partners to drive demand to Hotels and mainly to their direct channels.

Consortia

Metasearch

Online Travel Agent

Corporate

Preferential placement in point of sale tools

Coordinated Global agency visits

Exclusive marketing opportunities to over 60 thousand agents worldwide.

Global partnership opportunity offering worldwide exposure

Only large hotel groups can gain this status on their own

www.g-h-s.com

Key Benefits in Consortias for Hotels worldwide with Fully Preferred Partnerships

iHotelier PMS Connect

Seamlessly synchronize reservations directly into your Property Management System, allowing for true last room availability, with PMS Connect.

Your Hotel’s Property

Management System

Rates / Availability Reservations

Real time reporting to take the right decisions

Integrated, simple and flexible manager level reports with rate codes, credit cards, LOS, pace information create the base for strategic decisions

● Paid Search● SEO● Social Media● Display Advertising● Affiliated Marketing

Attract

● Best Practices Design● Best Rate Guarantee● Dynamic Rate Display● Integrated Booking

Engine

Convert

● Email Acquisition Strategy

● Email Marketing● Pre / Post Stay Email

Marketing● Social Media

Retain

● Website Analytics● Online Marketing

Performance Review

● Data Driven optimization

Analyze

Hotels need to have an E-Commerce Strategy

The media landscape is complex, and hotels need help getting in front of potential guests with a holistic Media approach .

Hotel

Guest

Online research activities Online marketing strategy:

Google: “best things to see in Milan”

Travel Content Sites: guide to Milan

TripAdvisor: things to do in Milan

Airline Sites: Complete flight reservation

Google: “Boutique hotels near DUOMO”

TripAdvisor: Reviews

Your website: In-depth property research

Google: “Hotel Amore”

OTA: Shop/book travel

Travel Agent: Shop/book travel

Growing high quality traffic to Hotel website is key to maximizing online revenues.It needs to be focused on the right channels

Research

Shop

Buy

Acquire new customers

Make it easy to book direct

Convert Travel Agent shoppers

Behavior How to target this behavior

Search your market on Google PPC (Paid Search) geo/generic termsRead travel content sites Travel Intent Display (Contextual Marketing)

Booked a flight to your market Travel Intent Display (Behavioral Marketing)

Behavior How to target this behavior

Search for your property on Google PPC (Paid Search) brand termsVisit your site but don’t book Display RemarketingView your TripAdvisor page TA Business Listings & Check Rates

An effective online marketing strategy for Hotel targets two groups of qualified leads:

Shoppers: People coming to, or researching the market

Converters: People who show interest in your property

It is time for looking at an integrated media solution

● ONE integrated media strategy● ONE contract● ONE point of contact● ONE performance package

PPC DRM

Travel Intent

Display

TripAdvisor

To holistic media planning and management

From products managed in isolation…

● SEPARATE products and objectives● SEPARATE contracts● SEPARATE points of contact● SEPARATE performance reports

Travel Agent Media

Pay-Per-ClickDRMTrip AdvisorTravel Agent Media

Travel Intent Display

GRAZIE!