The corona crisis had at least one positive effect on hospitality, which is only slightly proven by hard numbers: Online direct bookings soared up last year. Based on the responses of 96 hotel chains worldwide, representing over 2 million rooms, website bookings increased to 20% of total hotel revenue in 2022, nearly doubling from 2017 levels (10%), when h2c conducted its first Distribution study. 

These are some of the Key Findings:

  • 6 in 10 bookings now online: While the IBE share nearly doubled from 10 to 20% over the five-year period from 2017, the OTA share including bed banks grew 5 percentage points to 35%.
  • 1 size does not fit all: About nine in 10 large chains use the CRS as leading system. In contrary, nearly six in 10 small chains rely on their PMS to control distribution.
  • 2 in 10 question CRS usage: Of the 73 chains using a CRS, 13 said that it should be replaced either with another system or multiple systems.
  • System cost is a key criteria: For acquiring a new system, costs and affordable integration options got a boost as decision criteria, increasing 45 percentage points from 24% in 2017 to 69% in 2022.
  • Big chains pass on costs: Amidst inflationary pressures, 64% of chains pass on their elevated costs to guests, with large chains much more inclined to do so versus smaller chains.
  • Innovation leaders requested: Six in 10 hotel chains were unable to name distribution innovation leaders.

Christin Haensel
h2c GmbH