hotels.com Named ‘Best Overall Customer Experience’

hotels.com Named ‘Best Overall Customer Experience’

Keynote Competitive Research finds hotels.com to be most 'convenient' and 'friendly'


SHARE THIS ARTICLE

DALLAS, May 25, 2011 /PRNewswire-HISPANIC PR WIRE/ — Hotels.com® was named “Best Overall Customer Experience” according to a study by Keynote Competitive Research that examines nine of the top online travel websites in the U.S. The rankings were based on responses from 1,800 real users, who were observed as they accomplished tasks on each of the sites, as well as real data collected through Keynote website monitoring to assess the technical quality of each website. For this study, Keynote recognized companies with the overall top ranking, as well as those exhibiting excellence in specific categories.

As well as the highest award, hotels.com gained other notable successes such as:

— winning first place in six other categories, including the key service areas of customer satisfaction, customer support and booking process

— achieving a total of 12 top three places overall

— improving its scores in 14 out of the 16 categories, compared to last year’s results.

“We’re proud to be honored with the Keynote Competitive Research’s distinction of best overall customer experience as it shows that our commitment to offering a great service to our users is recognized and appreciated,” commented Scott Booker, Senior Vice President, eCommerce for hotels.com. “Hotels.com is known throughout the industry for our site’s ease of use, features which include over two million unique user-generated hotel reviews, our award winning welcomerewards loyalty program (stay ten nights, get one free)*, our 24/7 customer service, and our price guarantee.”

Additional study findings also discovered that hotels.com was considered most “convenient” and “friendly” and was also named most “flexible & accommodating to customer requests.”

About welcomerewards®

An industry leading loyalty rewards program, welcomerewards members earn a credit for every night they spend in any hotel chain, boutique hotel or bed and breakfast booked on the hotels.com site. Members earn a free night for every 10 credits. Credits can be redeemed at over 60,000 partner hotels, with no restrictions or blackout dates. Members can also redeem credits at independent hotels that do not have loyalty programs of their own. Members can accumulate credits faster with welcomerewards than any other hotel loyalty program since a stay at each property is credited the same despite its star rating, location, rate or lodging type.

About hotels.com

Hotels.com® is a leading provider of lodging worldwide, offering more than 135,000 properties in over 60 countries from national chain hotels and all-inclusive resorts to local favorites and bed & breakfasts. Hotels.com is the smarter way to book travel by offering welcomerewards®, an industry leading loyalty rewards program; the real opinions of other travelers captured in over 2 million Guest Reviews and; a Price Match Guarantee, so that those booking with hotels.com can be assured they are getting the best deal, either online or by speaking directly to a travel expert at 1-800-2-HOTELS 24 hours a day. For more information, please visit hotels.com. Hotels.com is an operating company of Expedia, Inc. (NASDAQ: EXPE). Follow us on Facebook at http://www.facebook.com/hotelsdotcom and Twitter via http://www.twitter.com/hotelsdotcom or visit the hotels.com Travel Smart Blog for consumer and business travel information. Get clayed at http://www.clayyourself.com. Detailed Hotel Price Index data is available at: http://www.hotel-price-index.com, hotels.com, A Smarter Way to Book™.

About Keynote Research

Keynote Competitive Research has been the Internet’s performance authority utilizing the world’s largest Internet test and measurement network and one of the most representative panels of Internet users to deliver data and insights on the end-user’s experience. Keynote Competitive Research provides an in-depth understanding of online customers, competitors, and markets.

Hotels.com, welcomerewards and the hotels.com logo are either registered trademarks or trademarks of hotels.com, LP. Other logos or products and company names mentioned herein may be the property of their respective owners © 2011 hotels.com, LP. All rights reserved. CST # 2083949-50

Press contacts:

Helen Ames – Ruder Finn for hotels.com

Phone: (212) 715-1646

Email : amesh@ruderfinn.com

Taylor L. Cole, APR

hotels.com North America

Phone : (469) 335-8442

SOURCE hotels.com

hotels.com Named ‘Best Overall Customer Experience’