“SURVEY ABOUT THE USE OF THE WEB INSTRUMENTS FOR HOTEL RESERVATIONS”

146

“SURVEY ABOUT THE USE OF THE WEB INSTRUMENTS FOR HOTEL RESERVATIONS”

2. Please specify your sex:  MALE

 FEMALE

3. Please specify your range age:  18-30

 31-40  41-50  51-60  Over 60

4. Please specify your category traveller:  Family Holiday  Group of friends  School trip  Couple  Individual  Business

 Other (Please specify)__________________-

5. Have you ever used the online booking portals to book the hotel (like Booking, Expedia, HRS)?  YES (please go to n.6)

 NO (please skip and go to n. 19)

6. Have you ever used one of these “online booking portals” to book your hotel?  Booking.com

 Expedia (Venere.com Hotels.com)  Lastminute.com  TransHotel.com  Initalia  HotelDe.com  HRS  BudgetPlaces.com

 Other (please specify)___________ 7. Which factors have influenced your choice?

 I can reserve comfortably from home.  I can book quickly and safely way

 Greater autonomy in the choice of hotels  Best hotel price comparisons

 I can find some good offer  Other

147

8. During the last 2 years, on average, how many reservation have you made with online booking portals?

 From 1 to 5  From 6 to 10  More than 10

9. During your stay in the hotel, have you ever needed assistance from customer care of the online booking portals (for example problem with the booking, incorrect room allocation, overbooking, etc.?

 YES (please go to n. 10)

 NO (Please skip and go to n.11)

10. If the answer to question n° 9 was "YES" , how you can evaluate the professionalism and expertise of the staff to solve this problem?

 Vey good  Good  Enough  Not good

11. Have you ever used a specific search engine (for example Trivago, Tripadvisor, Kayak) to compare the hotel prices?

 YES  NO

12. What are the characteristic features of the hotel that they can attract your attention?  Hotel location

 Competitive prices  Photo gallery

 Facility to reach the hotel  Information just in time  Good service

13. Before you do the reservation, did you read the reviews about the hotel?  YES (Go to n.14)

 NO (Skip and go to n.15)

14. How much do you consider the other clients reviews?  Totally

 Partly

 Don’t influence

15. Would you like to write a review after your staying in the hotel?  YES

 NO

16. Once you have found the hotel through the online travel agency (Booking, Expedia etc), do you prefer to book through the hotel website?

 YES  NO

148

17. What are in your opinion the most important features that the hotel web site should have in order to book through his own page (and not through online travel agency)?

 Make his own hotel's website easily accessible and easily bookable.  Realize a Web format suitable for smartphone.

 Provide secure protection of credit card data.

 Frequent updates regarding prices, informations, events etc

 Recognize some kind of "premium" for customers who book from hotel's website 18. Do you think that a hotel should have his own Facebook page?

 YES  NO

19. What is the most important factor that influences you not to use the online travel agency? (only if the question N° 5 you answered "NO").

 I find cheaper prices from the travel agency

 The travel agency can realize "all inclusive packages" for my vacation  I don’t like to browse and book online.

 I think it isn't safe to use my credit card on the Internet.  I prefer to book going personally to the hotel.

 Other (please specify)________________