LateRooms.com ranked number one for online hotel reservations

4th December 2009, 12:30pm

LateRooms.com has been ranked number one for online hotel reservations in a new Keynote study.

Research assessed behaviour and attitude of more than 1,700 consumers using seven of the UK's biggest hotel aggregator websites.

LateRooms also ranked number one for customer experience, customer satisfaction, acquisition impact, brand impact and responsiveness.

Other findings revealed that customer support is the most important aspect of the customer experience when researching and booking hotel rooms and flights. 

Other sites included in the study were: Booking.com, ebookers.com, Expedia, Hotels.com, LastMinute.com and Opodo.

Malcolm Otter, director of consulting for Keynote Systems EMEA, said: "Conducting this survey allows us to achieve real insight into customers' thoughts, opinions and online experiences. 

"The research clearly identifies the areas that make a website successful, drilling right down to details such as site design and organisation and the support provided, as well as highlighting how and why a user's opinion may change. This 'why' element is particularly important as this is often something that remains unknown to many companies."

Otter concluded: "The results of this study have highlighted that customer support is the most important aspect of the customer experience when researching and booking a hotel. By understanding what customers want, as well as determining how reliable and responsive their site is, site providers no longer need to adopt a trial and error approach when it comes to the design, organisation and the dynamics of their websites but they can ensure a positive end-user experience."

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