Reacting to trends
New analysis of 100 million reservations unveils the key trends for UK accommodation providers this summer.
SiteMinder’s new Hotel Booking Trends report, the only hotel commerce data analysis of more than 36,000 hotels and 450+ connected booking integrations, has revealed the changing way guests are discovering and booking accommodation online, and what this means for UK overnight venues in the lead up to summer.
Three key findings of the report for local properties are:
UK room rates are increasing, making accurate pricing more important.
SiteMinder’s UK properties averaged £172 per night in 2022, up from £130 per night in 2021. This represents a yearly increase of 32%, above the global increase of 24%. Across the four years SiteMinder analysed, ADR hit its low point in January 2021, when local properties averaged £71 per night.
What does this mean for UK hotel businesses?
As ADR increases and “value for money” becomes a bigger talking point, every UK property should be building an understanding of how their pricing positions them locally, and whether the price of their rooms is appropriate for the guests they’re targeting.
The way UK hotel properties are receiving bookings is changing, as travel patterns evolve
As international travel returned through 2022, the channels having the biggest impact for local businesses shifted. Examples of this in SiteMinder’s list of the Top 12 revenue making channels for UK businesses were: the inclusion of Trip.com for the first time, and the rise of both Expedia and Hostelworld.
What does this mean for UK hotel businesses?
Knowing which channels are performing well for your property and staying in touch with where your competitors are seeing value remains vital in 2023. SiteMinder’s internal data continues to highlight that promoting a property on five or more channels can increase bookings by up to 40%.
Growing traveller confidence is lengthening the booking window and lowering cancellations
As the mind-set of travellers shifted in 2022, the average booking lead time jumped to 37 days for UK properties, up from 31 days in 2021. Cancellation rates dropped from 26% to 21%, in the same period.
What does this mean for UK hotel businesses?
As confidence among travellers builds, lengthening lead times are influencing the timing of when accommodation providers are publishing special offers to the market.
The increased gap between when a booking is made and the date of check-in also highlights the growing opportunity for businesses to entice their guests with special extras and upgrades as they book, and in the lead up to their stay.
Go to www.tiny.cc/hotelbookingtrends to view all of the insights from SiteMinder’s Hotel Booking Trends report in the lead up to summer.
Innovative technology
It’s time to think out of the box with your technology service-level agreements.
Hoteliers are often asking how they connect multiple technology providers to create a Siemlus hospitality experience? Here’s how:
- One SLA for all – Siemlus offers a single service-level agreement (SLA) across all providers, so that clients can be assured their technology needs are met. This SLA covers the availability of services, response times, and customer support to ensure compliance with industry standards. A 24 hours, seven days a week, support ecosystem.
- Cost saving – Due to economy of scale, hotel owners are able to save on costs by relying on one technology partner for all their needs. This includes cost savings in both setup and maintenance of the systems. Siemlus is designed to scale with the growth of a property, allowing hotels and resorts to expand without any disruption to service or guest experience.
- One point of contact – The integrated experience Siemlus provides means that clients can have one point of contact for all their hospitality technology needs. This simplifies communication and makes it easier to manage the complex system needed to provide a seamless guest experience.
- Ongoing expertise and counsel – Siemlus’ experienced team of experts provides clients with the best advice and support to make sure their hospitality technology works optimally. The team is always available to address any issues or concerns, ensuring the highest quality service.
- Integration and partnerships – To provide a complete experience, Siemlus offers integrated solutions that combines multiple technologies into one cohesive service. Siemlus also gives client access to new technology through their partnerships with leading technology providers.
Siemlus also recognises the ever-changing landscape of hospitality technology and wants to remain at the forefront of cutting-edge technology trends. No longer will hoteliers need multiple SLA’s. Everything is taken care of by one master SLA under Siemlus Connect to give clients one point of contact and peace of mind. A 24 hours, seven days a week, support ecosystem.
Siemlus is a disrupter within the hospitality sector and have been growing rapidly over the past year as more clients see the benefit of their unique approach. The approach starts with technology IT support through Siemlus Connect, but supported by their technology engineers and integrations team. Making the impossible feel Siemlus.
“Siemlus was founded with the belief we need to think differently and simplify the process. From concept to operation, Siemlus works directly with hoteliers and vendors, ensuring that all elements of IT and technology are delivering to the highest standard, with ongoing support to give you peace of mind.”
- Greg Marshall, Managing Director, Siemlus
The leading technical partner in hospitality
Siemlus is the leading hospitality technology consultancy and has collaborated with leading global companies such as Onity and Hoteza, the world’s most prominent hotel brands, including IHG and leading luxury independents such as Castlebridge Group, regard them as a preferred supplier.
To ensure this, they strive to stay ahead of the curve by driving an agile approach to ensure they can react to change, while always developing new solutions for their existing clients, and actively seek new hospitality technology partners.
Siemlus has been officially appointed by Hoteza as the UK installation and distribution partner to lead the delivery of their software solution across the hospitality market. Siemlus believe the hospitality industry is rapidly evolving to meet the demands of an ever-more tech-savvy traveller and expect to see more hotels using digital solutions such as chatbots and virtual assistants to create a personalised digital guest journey.
Hoteza’s high-tech solutions help increase guest experience satisfaction and is the interactive entertainment and information solution for a complete hotel guest journey – covering IPTV, Mobile and Web App, In-Room Tablet App, Online Check-In, Digital Signage. Siemlus and Hoteza have combined to deliver competitive and reliable solutions that are designed to ensure efficient operations and the highest level of customer experience.
With Siemlus as your technical partner, you can rest assured that your hotel is in good hands.
The year ahead looks bright
Castlebridge Group appointed Siemlus to provide a complete technology stack and lead the delivery of a new 101 key boutique hotel development as part of the wider Friargate development. The site is immediately adjacent a pedestrian boulevard that provides the main approach from Coventry train station.
Siemlus continues to be part of the procurement process working alongside external contractors and the wider professional team to provide a design and technology support and infrastructure solutions, within the client’s budget, that also exceeds expectations. Siemlus also provide ongoing technology support for the property and the group.
Castlebridge Hospitality is a forward-thinking Hotel Management company that offers a complete operational solution-based approach to designing, developing and running hotels.
“Siemlus are the key technology provider for this hotel installation and for group-wide support and we are very proud to have Siemlus as Castlebridge Hospitality’s preferred technology services partner. Siemlus complement our approach to the management of our hotels and are very much seen as an extension of our management team that continues to build a solid relationship with our hotels.”
- Simon Hall, Castlebridge Hospitality, Managing Director
www.siemlus.com
Safe and sound
The technology experts from Siemens explain the latest advances in hotel fire safety.
A fire in a hotel can be devastating, not only because of the threat to human life but also because of the potential damage to the building and the hotel’s reputation. Even a small incident can have a significant impact on a hotel’s business, completely unnecessarily if it turns out to be a false alarm.
Add to that the disruption that can be caused by site maintenance visits and it is easy to see that however vital fire safety is, it can, nevertheless, be a headache for hotel owners.
Addressing false alarms
However, things are changing. While the fire industry continues to wrestle with the issue of false alarms, statistics highlight that it remains a problem. The Fire and Rescue Service in England attended 577,053 incidents in the year ending March 2022, with 229,844 turning out to be false alarms, some 69 percent of which were due to apparatus. This is why systems are now available which will provide a guarantee of no false alarms, with multi-criteria detection technology which detects a fire incident quickly without being impacted by deceptive phenomena such as fumes from kitchens or steam from guests showering.
Off-site maintenance
The smooth running of a hotel can be disrupted by the need to conduct health checks on fire safety devices. However, the shift towards cloud-based technologies is enabling many of the tasks to be done remotely, presenting significant opportunities for disturbance-free testing.
New fire safety systems are available which can perform certain checks, without the need for any human intervention. With the back-up of skilled engineers to provide the necessary maintenance and support, they work 24/7, continuously measuring and evaluating their own performance and predicting the need for maintenance checks.
Integrated solutions
The shift towards digitalisation of fire safety systems is also bringing significant benefits in terms of integration as we move towards smart buildings. It is increasingly common to see fire, video surveillance, intrusion and heating, ventilation and air-conditioning (HVAC) operating under a single system. In the event of a fire, hotel guests are usually woken by an acoustic signal of some sort. However, given the characteristically poor reactions from people to a non-specific sound an integrated approach can simultaneously automatically switch on the lights. The activation of the lights immediately makes the guest more alert. Blinds can be opened to allow light in and to facilitate swift access for the fire service, with evacuation lighting activated to guide guests to the appropriate exit.
The increasing adoption of digital technologies is helping hotels to provide not only a safer environment but also one which makes a positive rather than a negative contribution to guest satisfaction.
www.siemens.com
Delicately designed
We look at how Shine Catering Systems showcased its kitchen, design, manufacture and install credentials to deliver stunning catering facilities at the prestigious redevelopment of Cardiff’s Parkgate Hotel.
The Parkgate Hotel is described as Cardiff’s finest new luxury hotel. The refurbishment of the property offers 170 bedrooms, a restaurant and bar, plus a tea lounge and rooftop spa.
The hotel opened after a two-year refurbishment project which included a complex design and build of kitchen facilities by Shine Catering Systems, working closely with Celtic Collections’ Group Culinary Director, Peter Fuchs.
Shine offered an end-to-end solution including concept and design, project management, manufacturing, fabrication, installation and aftercare.
Project challenges
Recognising the individuality of each project, Shine worked collaboratively to design an innovative solution that would overcome the restraints of the historic building.
Key to this success is the close relationship between Shine and its manufacturer partners. Shine works with suppliers throughout the process, even collaborating on project training and warranty provision. Delivering benefits for all parties and opening routes to market for manufacturers.
Peter Fuchs said: “I have worked with Shine for years and I knew the quality I could expect. They worked tirelessly to develop unique designs that suited the characteristics of the historic building.”
Julian Shine, MD of Shine Catering Systems, said: “Working closely with manufacturers, we designed a single flow through the facility from goods received, through to the double-sided holding facility, which reduces the risk of cross-contamination and ensures a smooth kitchen flow. It’s an innovative design which overcomes the constraints of the building.”
A solution for kitchen design, manufacture and installation
The kitchens include a number of market-leading brands. Shine provided bespoke fabrication, servery counters, ventilation systems and ventilated ceilings.
As with all of Shine’s projects, sustainability has also been considered. Every point that could have been achieved from the kitchen under BREEAM classification has been achieved.
In addition, all internal walls within the kitchen facilities were provided to food-safe cold-room specification. This ensured a more efficient build process and enables temperature control in prep and hot kitchen areas.
Front of house expertise
Seamless design co-ordination between Shine and its partners was required in developing the bars and buffet areas. The pre-event bar, main and restaurant bars all consisted of Shine’s own stainless steel bar systems, complemented by the equipment of specialist manufacturers.
Added-value services
Julian added: “The collaboration does not stop once the product is installed. I’m a big believer that we need to work in partnership to deliver an enhanced, added-value service, encompassing product training and warranties. At Parkgate Hotel we offered a training programme, including attendance from specialist manufacturers. Health and Safety procedures and cleaning instructions were also on the agenda.”
Stay ahead
Capitalise on wellness with Core by Premier Software® and onejourney®
Wellness is currently booming and it’s crucial that your overnight venue capitalises on this, which is where technology can help. We talk to Oliver Cahill from Premier Software, part of Journey Hospitality, who shares how their management system can help you stay on top of bookings.
Please introduce us to the brand.
Premier Software, part of Journey Hospitality, has over 28 years’ experience developing and perfecting solutions for the spa, wellness and leisure industries. Core by Premier Software® is the award-winning culmination of this, managing businesses world-over. Alongside Journey Hospitality’s all-in-one booking system, onejourney®, hotel and spa operators can expertly manage all areas of their business to ensure it, clients and revenue, are all looked after.
How does Core by Premier Software® help maximise profits and manage day-to-day operations?
Core helps day-to-day operations in numerous ways. First and foremost, Core manages the set-up of treatments and reservations for a hotel’s spa and leisure facilities. These options can be displayed on your website in real-time, utilising onejourney® to streamline the booking process and increase online revenue.
Once the booking is made, Core stores this alongside client contact details, health conditions and marketing preferences. Payment for class bookings, packages and memberships are then split into income centres for the hotel and facilities. These can be measured automatically in Core’s digital reports for treatment popularity and member retention, aiding future marketing campaigns. These daily processes save business operators time and effort.
Is the software tailored to suit businesses of all sizes?
Core is designed to manage multi-site businesses and small boutique hotels alike. Multi-site hotels and spas may offer different membership, prices and packaging offerings per site, which Core can cater to. Similarly, smaller spas can utilise Core’s features to maximise their operations.
How can a hotelier be assured that they are choosing the best software to manage their spa and wellness facilities?
What membership options does the system have? Can it provide rewarding seasonal packages? Is there a loyalty scheme to retain people to your spa or wellness facilities? These are questions spa managers should be asking. It is vital the software can do this, in addition to setting facility opening hours and pricing to match the needs of clients.
What’s your favourite feature from the software and why?
It would be remiss not to mention Core’s flexibility. Not only does Core provide all the above options, but its integration with partner applications expand its operations further. For example, connecting with onejourney® enables Core to provide upselling options for more luxurious packages, complementary items and food to bring in additional revenue.
To benefit from Core and its integration with onejourney®, visit: https://www.premiersoftware.uk/about-us/partners/onejourney/
Welcoming wellness
The experts at Peloton explore how to elevate your hotel to ensure you support your guests from workouts to wind downs…
As Accor’s Global Vice President of Wellbeing, Emlyn Brown said, ‘Wellness focused offers command a premium, attracting those willing and able to pay it. Guests now seek not only to maintain their wellbeing during stays, but to enhance it through nutrition, physical activity and mindfulness.’
It’s a fact we can wholeheartedly back up, given research* shows that 93% of Peloton Members would choose a hotel with a Peloton Bike over one without. The research also found that 96% of Peloton Members believe hotels with Peloton Bikes have an edge over the competition.
Make Peloton’s seven million-strong community your new guest list
Hotels with a Peloton Bike can join the Hotel Finder community, connecting their property to Peloton’s millions of dedicated Members worldwide to become a true destination. With more than 6,500 hotels already listed globally, Peloton Members can use the Hotel Finder to simply look up hotels with a Peloton experience in the area they want to stay and book directly from the hotel’s website, with no middle man.
Daniel Sprung, Peloton’s Senior Director International, Partnerships and Commercial said: “We constantly innovate to meet our current and prospective Members where they are travelling. They want to continue their routines while on the road and so we started working with hotels to meet them. That's why all Hilton-branded hotels across the US, UK, Germany, Puerto Rico and participating hotels in Canada are set to have a Peloton Bike. Research shows that guests believe hotels with a Peloton product have an edge over the competition – you’re considered state-of-the-art with a modern appeal. As a result, more than 1.6 million Peloton rides were taken at hotels in 2022.
“Our Hotel Finder gets more than 20,000 unique visits per month globally, so why not make our millions of Members your guests by providing a stay that has it all; connecting your guests to an elevated wellness experience that will move your business forward?”
Whether guests are into high-energy workouts or meditation, Peloton offers a holistic wellness experience with thousands of classes to keep them motivated, from world class cardio and strength to yoga and meditation.
Global hospitality expert and author, Sonal Uberoi said: “Making wellness integral to your offering will transform and future-proof your business. You don’t need grand facilities, instead put guests’ needs front and centre.
“Peloton is personalising the wellness experience anywhere, anytime. With a Peloton Bike, guests can work out from the gym or their room, always with a sense of community. That is priceless and both affordable and achievable.”
commercial.onepeloton.co.uk
commercialsales@onepeloton.co.uk
*Based on a survey of approximately 800 subscribed Peloton Members who travel 3+ times per year - conducted by Peloton in August 2022.
Unlock your potential
In an exclusive interview with OTA Insight’s Chief Revenue Officer, Dave Collier, we learn about the powerful hotel industry platform that delivers tailored tools for a modern hotelier looking to boost their revenue.
Please introduce OTA Insight and what the brand strives to achieve?
OTA Insight is dedicated to providing a powerful commercial platform for the hotel industry, with the goal of empowering hoteliers to make data-driven decisions that optimise their revenue and performance. We have a strong reputation for delivering innovative and user-friendly tools, which are tailored to meet the unique needs of hotel owners, operators, and managers.
Our suite of products includes Rate Insight+ (Rate Shopping & Market Intelligence), Parity Insight (Parity Management Software), and Revenue Insight (Business Intelligence), all designed to help hotel professionals navigate the complexities of today's market.
We strive to forge lasting partnerships with our clients, offering personalised on boarding, training, and ongoing assistance to ensure they can fully leverage our tools and unlock their potential.
Our aim is to help hoteliers stay ahead of the competition by equipping them with the most advanced technology, enabling them to maximise profitability and ensure sustainable growth in an ever-evolving hospitality landscape.
Introducing new technology can be daunting, do the team at OTA Insight offer sufficient support?
Introducing new technology can feel intimidating, but our team of specialists are always here to help. We're proud of our consistent customer satisfaction rates; in fact, we have a quarterly Net Promoter Score of over 75 and a customer satisfaction score above 98% - two key numbers which show just how much we prioritise support.
Our suite of products comprises Rate Insight+ (Rate Shopping), including the pricing of comparable Short Term Rental listings, Parity Insight (Parity Management Software), and an expanded suite of Business Intelligence products with the recent acquisition of Kriya RevGEN. All these products are designed to help hotel professionals navigate the complexities of today’s market.
How can our readers work with OTA Insight?
The first step is to visit our website www.otainsight.com, where you can explore our range of products and solutions. I’d also encourage readers to check out our customer reviews on Hotel Tech Report, where we have taken first place for three consecutive years in the Rate Shopping & Market Intelligence Parity Management, Business Intelligence categories.
You can get in touch by filling out the contact form on our website, or by reaching out to us directly via email or phone.
After understanding your goals, we'll set up a personalised demo, giving you a hands-on experience of our tools and their capabilities. If you decide to move forward, we'll guide you through the onboarding process, providing training and support for you and your team and guiding you every step of the way.
Exceeding expectations
Find out how to enhance your guest’s experience during the day and night with Mattressman.
Here at Mattressman, we know the value of a good night's rest and feature a superb range of trade mattresses to cater for all hotel guests. Featuring various sizes, including zip and link options that allow two single mattresses to form a larger bed, you can rely on us to provide your guests with an enhanced night's rest. Moreover, our premium mattress components, such as hypoallergenic fillings and memory foam layers, reaffirm the support and comfort of our mattresses for your guests. With your sleeping position determining the suitability of the mattress, it isn't a case of one size fits all. Therefore, we feature mattresses with medium, medium firm and firm tensions to accommodate all.
Our focus isn't just on the quality of our mattresses; with a commitment to affordability, our mattresses reflect incredible value for money. Additionally, for peace of mind, you can rely on the durability of our mattresses. Many of our mattresses incorporate innovative measures
such as rod edges which strengthen the borders of the mattress and ensure the spring system remains in place.
Of course, a fantastic night's sleep is only part of your guest's hotel experience; the outdoor space is equally important. So, as the summer months emerge, it makes sense to ensure your patio or garden area accommodates stylish and practical furniture.
In partnership with Gardenman, our superb garden furniture range, basking in the warmth of the sun surrounded by friends and family has never been more appealing. We pride ourselves on quality, affordability, and feature collections suitable for all establishments. This versatility is best represented by our corner sets that resemble fantastic space-saving solutions and occupy the outdoor area's borders. In addition, our sets are designed to enhance any outdoor gathering. Including practical features such as ice bucket tables to keep drinks cold, fire pit tables, rising tables that are adjustable in height and tailorable to the social occasion and much more.
With the choice of sleek and stylish aluminium or synthetic rattan that embodies timeless elegance, tailor your set to your preferred style. It's a testament to the quality and style of our collection that we have previously aided with the refurbishment of The Oaklands Hotel, providing the hotel with a fantastic range of rattan furniture.
For the best discounts on outdoor furniture and trade mattresses, call our dedicated trade
team on 0800 5677625 or email tradesales@mattressman.co.uk.
You can also visit online at www.mattressman.co.uk / www.gardenman.co.uk
At your beck and cool
Specialists in commercial cooling and freezing, German manufacturer Liebherr, has continued to lead the refrigeration sector for over 65 years
Independently run by the second and third generations of the Liebherr family, the company has and continues to be driven by technological innovation, manufacturing and design, specialising in aerospace, construction, hospitality and refrigeration.
It is this expertise that allows Liebherr to remain at the industry forefront. Its extensive range of commercial refrigeration appliances, including its recently launched cooling counters and wine fridges, are made by professionals for professionals.
Liebherr understands that appliances specified for foodservice and hospitality need to provide exceptional refrigeration and freezing performance, whilst also offering a generous amount of space-efficient storage. One of the most important factors to consider with refrigeration manufacturing is the monitoring of these appliances. The integration of smart technology allows professionals to not only ensure food is kept fresh, but crucially, safe.
The HACCP-compliant electronic control system allows for accurate temperature setting. The easy-to-use controller includes a smart energy-saving defrost, which defrosts only when and for as long as required; while the digital interface enables connection to external temperature logging software. For further peace of mind, the integrated data logger records and stores the min/max interior temperatures. In case of temperature deviations, caused by a door that is left open for example, the controller triggers a visual and audible door alarm that allows users to react promptly and protect their products.
Built to withstand even the most demanding work environments, Liebherr appliances offer all the advantages that matter in professional applications: compliant with requirements for optimum food hygiene, high-quality components, maximum net volume, efficient refrigerating capacity, reliable temperature consistency and very easy cleaning. Most of all, Liebherr appliances stand out due to their low power consumption and maximum efficiency.
With sustainability a top priority across the business, Liebherr is making impressive sector strides for a greener future. With a long-term ambition to improve the circular economy for white goods, its recent launch of BluRoX is a global industry-first. It is the first freezer collection to include recyclable vacuum perlite technology, which enables the re-use of all components and sets a new standard for energy-efficient insulation. This commitment to sustainable innovation is what sets Liebherr apart from its competitors whilst offering professionals and consumers more environmental and cost-effective refrigeration solutions.
Because you deserve more than a channel manager
Running a hotel is challenging, and hoteliers face obstacles that can prevent them from achieving their goals. With the right tools and solutions, you can stay competitive and profitable and be the star of the show.
Enter HotelRunner - the all-in-one platform that helps manage your day-to-day operations, reach global sales channels, and create memorable guest interactions.
But, what makes HotelRunner different from other solutions in the market?
It's simple - HotelRunner offers way more than just a channel manager. It's a comprehensive platform that covers all aspects of hotel management and helps hoteliers achieve sustainable growth and success. It offers tailor-made solutions for hotels of all sizes, ensuring that every hotelier can find a solution that fits their specific needs. Whether you're looking to improve your revenue management, streamline your front desk operations, enhance your online reputation, or grow your distribution, HotelRunner has got you covered.
At the heart of the platform is a powerful channel manager and central reservation system that allows hoteliers to distribute their inventory across multiple sales channels seamlessly.
That’s just the tip of the iceberg. HotelRunner offers a suite of products and services that enable hoteliers to streamline their operations, manage their finances, enhance their guest experience, and much more.
The platform has been evolving to be more data-driven feeding on its own immense data. Offering solutions like business intelligence and automations, the platform helps hoteliers gain valuable insights into their business performance, identify areas for improvement, and automate sales, distribution, and operations. By leveraging the power of AI, hoteliers can unlock new revenue opportunities, optimise their pricing strategies, and improve their operational efficiency.
With HotelRunner, hoteliers can also tap into a global network of partners and suppliers. Its market-network facilitates seamless communication and collaboration between hoteliers and their partners, ensuring everyone is on the same page. The company has been recognised as a Booking.com Premier Connectivity Partner, Expedia Elite Connectivity Partner, Airbnb Software Partner, Agoda Innovative Supplier, Oracle, Hotelbeds, and Google Hotel Ads strategic partner.
HotelRunner has already helped thousands of hoteliers around the world achieve their goals and grow their businesses. But don't just take our word for it - here's what some of the happy hoteliers have to say:
“HotelRunner just makes it easier to manage reservations, sales, and guest relations - in fact, one of my favourite features is Guest Relationship Management.” – Barbera Hotel
“The best thing about choosing HotelRunner is having peace of mind, the simplicity of use, and knowing that we can be visible on a large number of OTAs.” – Riad Les Trois Palmiers El Bacha
If you're looking for a platform that is more than just a channel manager, look no further than HotelRunner. With its comprehensive suite of products and services, the stage is set for your hotel to shine.
hotelrunner.com/en/