© Travel UCD Limited 2003. All Rights Reserved.
Hotel booking process design & usability
Travel UCD – February 2003
For example, consider a family (two adults and two children both aged 15) looking for a standard
double room and a twin room for the two 15-year-olds. For this reservation to be accepted by the
hotel, the user will have to allocate one adult and one child to each of the rooms. When the
family arrive at their hotel, the check-in staff will probably turn a blind eye to the family
swapping rooms back to their original requirements.
Our analysis shows that this hotel regulation is not well known outside the hotel industry, and is
therefore a potential source of user confusion on hotel reservation websites.
4.5 Rates display
Rate / price data are some of the most important pieces of information that users look for on a
website. Price is often the primary factor in a customer's choice between competing hotels and
websites.
How users make decisions based on price
This report demonstrates that hotel booking processes strongly influence the user's choice,
particularly the way that users compare different hotels and rates.
Price per room, or per person?
In the UK and European marketplaces many travel operators and agencies sell ‘holiday
packages’. These packages are priced
per person. With the growing tendency of leisure travellers
to organise their own travel, these customers are moving online to book their accommodation
separately from their flight.
In this report we highlight the need for hotel reservation websites to show clearly whether a price
is per room (the hotel industry standard) or per person (the package holiday standard).
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