Online Hotel Reservation

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  • Topic: Usability, User interface design, Travel website
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Hotel booking process design & usability

Travel UCD – February 2003

HOTEL BOOKING PROCESS
DESIGN & USABILITY
REPORT

Alex Bainbridge
Travel UCD
FEBRUARY 2003

Travel UCD - consultants in travel and hospitality website design http://www.travelucd.com
© Travel UCD Limited 2003. All Rights Reserved.

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Hotel booking process design & usability

Travel UCD – February 2003

1

COPYRIGHT ........................................................................................................... 3

2

ABOUT THE AUTHOR............................................................................................ 3

3

EXECUTIVE SUMMARY ......................................................................................... 4

4 INTRODUCTION ..................................................................................................... 7 4.1
Why is the user on your website? ....................................................................................... 7 4.2
The three phases to an online hotel reservation .................................................................. 7 4.3
Multi-room and occupancy combinations .......................................................................... 8 4.4
Children – handle with care! ............................................................................................... 8 4.5
Rates display ....................................................................................................................... 9 4.6
Number of screens .............................................................................................................. 9 5 STANDARD BOOKING PROCESSES ................................................................. 10 5.1

Phase 1 - Search and evaluation........................................................................................ 10 5.1.1
[A] Date / city entry, select hotel and rate on consecutive screens........................... 10 5.1.2
[B] Date / city entry, select hotel and rate on same screen ....................................... 11 5.1.3
Analysis..................................................................................................................... 12 5.2
Phase 2 – Selection ........................................................................................................... 17 5.2.1
Multi-room and uneven occupancy level reservations ............................................. 18 5.2.2
Children..................................................................................................................... 23 5.3
Phase 3 – Check-out.......................................................................................................... 26 6 OTHER BOOKING PROCESSES ......................................................................... 27 6.1

Exotic styles ...................................................................................................................... 27 6.1.1
[C] City entry, select hotel, select rate, then enter date ............................................ 27 6.1.2
[D] Single screen....................................................................................................... 28 6.2
Directory styles ................................................................................................................. 29 6.2.1
[E] Directory of hotels (multiple destinations) ......................................................... 29 6.2.2
[F] Direct entry of date and hotel at start of reservation process .............................. 30 6.3
Analysis............................................................................................................................. 31 7 BOOKING PROCESS DESIGN GUIDELINES...................................................... 34 7.1

Overall structure of the booking process .......................................................................... 34 7.2
Displaying rate values...
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