Postcode Anywhere has released the results of its inaugural online hotel survey, which reveals Premier Inn as having the easiest website to use. The survey polled 500 UK consumers a range of questions about their hotel shopping habits and experiences including a list of the frustrations consumers have when trying to book hotels online.
More than half of customers surveyed (55 percent) rated hidden charges as the most frustrating thing when booking a hotel online. Two other key areas include complicated booking forms and lengthy registration processes.
Thirty-eight percent of customers use tablets and smartphones to research hotels, but when it comes to booking many swap back to desktops and laptops, with only 26 percent using a smart device to book. Families with children are also far more likely to use a smart device to research holidays, eConsultancy reports.
The survey also reports that customers would only spend five minutes on a hotel website before giving up and looking elsewhere.
The UK’s biggest hotel brand, Premier Inn, topped the poll as the easiest website to book online with, closely followed by Travelodge and The Hilton.
The 10 easiest UK hotels to book online with are:
- Premier Inn: 29.81%
- Travelodge: 28.80%
- The Hilton: 9.79%
- Ibis: 7.20%
- Marriott: 7.09%
- Best Western: 6.97%
- Novotel: 4.39%
- Mercure: 2.47%
- Macdonald: 1.80%
- Guoman Hotels: 1.69%