Hotel Online  Special Report


Major Hotel Chains Grew Internet Reservations
by 34% in 2003; TravelCLICK Reports eTRAK
Results from 30 Leading Brands
CHICAGO (March 30, 2004) – TravelCLICK today released full-year results from the company’s 2003 eTRAK report, demonstrating that Internet reservations received at the central reservation offices (CROs) of the major hotel brands grew 34% in 2003 versus 2002. The report noted that brand Web sites were the source of 66% of the brands’ centrally booked Internet reservations.

eTRAK is a quarterly benchmarking report that allows hotel chains to track booking trends on the Internet and GDS. The 2003 eTRAK report highlights the continued dramatic growth of electronic hotel bookings and the continuing importance of GDS e-commerce for hotel brands and chains. Despite the impressive growth of the Internet, eTRAK shows that 35% of CRO reservations come through GDS channels, while Internet sites contribute 27%.

Results from this study may differ from overall hospitality industry trends on the Internet and GDS because eTRAK reflects only the performance of 30 major brands.  The conclusions, however, are directional for the industry as a whole.

“Electronic channels represent the primary source of CRO bookings today, and will be even more dominant in the near future” said Ray Cohen, president and co-CEO for TravelCLICK. “Though the Internet channel continues to organically grow at a double-digit rate, hotels still need to focus on the GDSs to ensure that they are maximizing ADR and occupancy.”

The 30 major brands participating in this survey reported that, on average, 18% percent of their CRO reservations were received from their brand Web site in 2003 (i.e.,, etc.), while 6% of CRO reservations were sourced from third party Internet sites.  A bit more than one third, or 37%, of CRO reservations were made via phone.

Reservation Sources for Major Hotel Brands – 2003

2003 CRO
Hotel bookings


of 2003  

of 2002
Change in volume
'03 v '02
3rd party Web sites 9 7 35%
Brand Web sites 18 14 33%
27 21 34%
GDS travel agent  35 38 -2%
62 59 11%
Voice 38 41 -4%
100% 100% 5%

The top ten third-party websites for hotel bookings to brand CROs were, in order:

  1. Priceline
  2. Expedia
  3. Travelocity
  4. Orbitz
  5. Hotwire
  6. TravelNow
  7. USA Hotelguide
  8. Lodging
  9. Worldres and 
  10. Southwest
Some well-known third party web distributors, such as, did not place in the top ten on this list because such sites typically obtain rates and inventory directly from individual properties rather than from a brand CRO.

The eTRAK report covers all central reservation office booking results including GDS, voice, and Internet bookings. The report allows subscribers to compare their own performance versus their direct competitors, and the industry in general. The unique information contained in eTRAK is intended to help hotel companies decide e-commerce priorities, such as where to invest their Internet advertising dollars and which sites create the best returns. For more information about TravelCLICK’s eTRAK report, contact Rebecca Bodenhamer at

About TravelCLICK

TravelCLICK ( is the leading provider of solutions that help hotels and other travel industry suppliers maximize profit from electronic distribution channels. TravelCLICK's competitive benchmarking reports provide hotels with price and booking performance information unavailable through any other source. The company's exclusive electronic marketing networks allow hotels and other travel related suppliers to target promotional messages to specific travel agents, consumers, and group meeting planners when they are booking travel. The company’s portfolio of Web marketing and reservations services enable hotels to maximize online strategies to increase consumer direct business.

Established in 1996 and headquartered in the Chicago area, TravelCLICK operates in more than 140 countries around the world. The company has over 6,000 clients, including national and international companies such as Accor, Air France, Avis, Best Western International, British Airways, Carlson Hotels Worldwide, Choice Hotels, Fairmont Hotels & Resorts, Four Seasons Hotels & Resorts, Grupo Posadas, Hilton Hotels Corporation, Hyatt Hotels & Resorts, Kempinski Hotels & Resorts, Leading Hotels of the World, Loews Hotels, Lufthansa, Marriott International, NH Hotels, The Peninsula Group, The Ritz-Carlton Hotel Company, SAS, The Savoy Group, Shangri-La Hotels, Sol Melia, Starwood Hotels & Resorts, Thistle Hotels, USAirways, Virgin Atlantic and Wyndham Hotels & Resorts.

Kristina Paider

Stephanie Seacord
Leading Edge
135 Piscassic Road (PO Box 960)
Newfields NH 03856
T: 603-772-1835
F: 603-772-7066

Also See: TravelCLICK Releases RateVIEW 2.0 and Welcomes 3000th Customer / March 2004
TravelCLICK Reports 6.3% Increase in Electronic Hotel Room Nights Worldwide in Q4; Travel Agent Bookings Represent 40% Higher ADR than Consumer Internet Channel / eMonitor Results / February 2004
TravelCLICK's RateVIEW Adopted by Interstate / January 2004
TravelCLICK Names Mandarin Oriental Hyde Park, London E-Marketer of the Year / January 2004
Electronic Bookings Up 10.5% in Q3 for Hotels Worldwide; Consumer Internet Component up 51.6% / eMonitor Results / November 2003
Brand Sites Produce 67% of all Major Hotel Chain Internet Reservations / eTRAK Results / October 2003 Joins TravelCLICK's Consumer Media Network / October 2003
Travel Agents Still Rely on GDS for Hotel Selection; 83% of GDS Terminals Receive Text Messaging/Advertising / Ray Cohen / October 2003
Hilton International Selects TravelCLICK’s RateVIEW / September 2003
TravelCLICK Clients Report High Satisfaction with RateVIEW On-Demand Rate Comparison Tool; Over 1400 Hotels Worldwide Utilize RateVIEW / August 2003
TravelCLICK Interactive Combines With iHotelier / June 2003
TravelCLICK Gives NYU Investment Conference Attendees Real-Time View of Their Properties’ Electronic Distribution Performance / May 2003
Worldwide Hotel Electronic Bookings Up 4.6% in Q1; TravelCLICK’s eMonitor Now Includes Third Party Internet Bookings from Pegasus / TravelCLICK eMonitor / May 2003
TravelCLICK Reports Recovery for Hotel Bookings on Internet and GDS since Onset of Iraq War - Company Issues Tips to Hotels: Don't Stay Quiet / April 2003
Strategic Hotel Capital Endorses TravelCLICK Products / April 2003
Cornell’s Center for Hospitality Research Partners with TravelCLICK to Help Hoteliers Improve Revenue Management Strategies / April 2003
Hotels Experienced Considerable Growth in Room Nights Booked Electronically Through the Global Distribution Systems in Q4; Luxury Segment Room Nights Booked Electronically Grow 21% / TravelCLICK eMonitor / Feb 2003
Electronic Bookings for Worldwide Hotel Industry Show Improvement - TravelCLICK Issues Third Quarter eMonitor / November 2002
Report on Electronic Bookings for Worldwide Hotel Industry Shows Luxury Segment Leads the Way to HotelRecovery in Q2 / TravelCLICK Issues Second Quarter eMonitor / Aug 2002
Room Nights Booked Electronically Down 10% from the First Quarter of 2001, Revenue Off 18% / eMonitor / June 2002
Worldwide Hotel Room Nights Booked Electronically Through the Global Distribution Systems Down 12% Versus 4th Qtr Last Year / eMonitor / Feb 2002

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