Canstar Blue research finalised in September 2014, published in September 2014.
Booking.com flies high for the third time in our accommodation bookings award
Hotel booking sites are delivering what customers want according to our most recent survey of Australian travellers.
We found that 79% of users report the reviews on these websites (for hotels, travel packages, etc.) are accurate – generally speaking. Given that 49% of travellers won’t book a hotel without first reading reviews (according to StatisticBrain), a robust reviews system is definitely valuable to the average web surfer. Additionally, a significant 92% find these travel websites “easy to use”.
Nearly four in five travellers use numerous websites to try and find the best deal they can. This makes sense – it’s important to get the best value possible when you’re spending your hard earned dosh on your hols. Given that more than half of our survey respondents prefer to holiday abroad than in Oz (57%), keeping an eye out for these great value deals is even more important.
We asked these Australians what they thought about their booking website, to give you a little insight into which service you should consider before your next holiday. Here are our findings.
Booking.com has been helping users across the world secure great accommodation experiences for roughly 18 years, and promises right from the offset to offer the best rates available to its customers. The company also segments accommodation for holidayers looking for a certain type of experience – such as fine dining, shopping escapes or beach retreats.
Booking.com achieved our Most Satisfied Customers Award – Online Accommodation Bookings, 2014. Along with a top rating in the all-important area of overall customer satisfaction, Booking.com received five stars in all our other ratings criteria too.
The brand continues a year-on-year streak of winning awards in this category, unbroken since 2012.
Hotels available (worldwide): 536,980
Along with a well-realised accommodation booking service for hotels, villas and apartments, Agoda.com.au sports a great review system and a seamless website experience for Australian holidaymakers. Agoda.com.au received four stars in each of our online accommodation bookings ratings criteria.
Hotels available (worldwide): 523,556
Expedia took out four stars in all our rated criteria. It offers a comprehensive booking service for anyone in need of travel accommodation in Australia, or anywhere else in the world for that matter (within reason… probably not Antarctica). In conjunction with this, Expedia has last minutes deals, short break options, travel insurance, car hire services and plenty more. In short, you can get all your travel planning done in the one place.
Hotels available (worldwide): 290,000+
With a best rate guarantee, you can peruse Hotel.com.au with peace of mind. The company received four stars for overall customer satisfaction, value for money, ease of navigation while booking, accuracy of booking, and customer service. On top of that, the website received three stars for its range of accommodation available.
Hotels available (worldwide): 460,000+
Lastminute.com.au specialises in making the days before your departure a little less stressful by offering plenty of travel options, even to those who completely forgot to book their holidays months ago (shame on you!).
The brand received four stars for overall customer satisfaction, value for money, and ease of navigation and booking; and three stars for range of accommodation available, accuracy of bookings and customer service (e.g. when needing to make changes or problems are experienced).
Fancy a sweeping adventure through Broome on camelback? Want to catch a show in Melbourne’s Crown Casino? Would you like to hop on the next flight to Auckland and go exploring? Flights, accommodation and experiences are all available from Wotif.com.au, making it a well-rounded prospect for your booking needs. The website received four stars in all the rated criteria of this category.
Hotels available (worldwide): 13 million rooms
An affiliate of Expedia, Hotels.com offers a great selection of accommodation options right across the country. The brand received four stars for customer service and three stars in all other rated criteria.
Hotels available (worldwide): 325,000+
Webjet is an instantly recognisable name in the Australian travel industry. Along with conventional accommodation options, you can also book a cruise, hire a car or look through various travel packages for a truly complete holiday experience. Webjet received four stars for ease of website navigation and booking, and also for customer service. It also received three stars for overall satisfaction, value for money, range of accommodation available, and accuracy of bookings.
How we rated online accommodation booking websites
Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have used and booked through an online accommodation booking website in the last 12 months – in this case, 1,157 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.