Abandoned Online Bookings

3 Tips To Reduce Booking Abandonment On Your Hotel Website - By Debbie Stephenson

Debbie Stephenson From Leonardo Offers The Hotel Industry Three Tips For Reducing Booking Abandonment. First Step? Take A Hard Look At Your Hotel Website.
A person holding a credit card in front of a computer
3 Tips To Reduce Booking Abandonment On Your Hotel Website


Hotels can invest hundreds, if not thousands of dollars, each month driving traffic to their website. But if your website isn’t optimized to drive direct bookings, then all that time and money is wasted.

Booking abandonment is a real issue for the travel industry. As many as 81.6% of online travel bookings are abandoned, worth an estimated $1.78 trillion! If we drill down further, as many as 78% of hotel & lodging bookings, and 86% of OTA bookings, are abandoned (see below).

Graph - Abandonment Rates in Travel

In this article, I’ll outline 3 things you can do right now on your hotel website to improve purchase intent and drive more direct bookings. By purchase intent, I mean getting more people to your booking engine, because once you’ve got them there, the higher your chances of conversion.

Common Reasons For Booking Abandonment

Let’s start by looking at some of the common reasons why travel shoppers abandon their bookings online. According to SalesCycle, 39% of travel shoppers are often just researching and comparing prices on your website, which comes as no surprise. However, other reasons for booking abandonment include finding the price too high (37%), the reservation process too long (13%) or technical issues (9%). The good news is, these things can be fixed.

Tip #1: Tell Your Unique Story

“Price is too high” can mean one of two things:

  1. The price exceeds their budget
  2. The price doesn’t match perceived value of hotel

While there’s not much you can do about point 1, there is for point 2. This is where storytelling comes into play. Use your website to demonstrate what makes your hotel unique from all the others in your area.

It may be Billy, your friendly concierge who’s been there for years, a signature cocktail in your bar, guest movie night every Monday, or something else. Don’t discount your uniqueness, and play up to it on your website. As humans, we love stories; we connect with stories and we remember stories. And that’s the goal – to remain memorable as someone moves through their travel shopping journey.

Screenshot My Brighton Hotel website

My Brighton Hotel showcases its award-winning cocktail bar on the homepage

Tip #2: Give Them A Reason To Book Direct

My next tip is to give travel shoppers a reason book direct. You’d be surprised how many websites fail to mention this or actively promote it. How do travel shoppers know you want them to book directly unless you spell it out (and make it worth their while)?

Consider creating a special offer for direct bookings. This doesn’t have to be a price discount. It could be something as simple as a complimentary drink on arrival, faster WiFi, early check-in/late check-out, first pick of the best rooms. A special offer doesn’t have to be big or expensive for someone to feel motivated to book direct. They just have to feel like they’re getting the best value by booking on your website.

Whatever you’re special offer is, make sure you call it out explicitly on your website – on the homepage, under special offers, in your room type descriptions – everywhere! The more travel shoppers can see it, the more likely they are to retain that information as they move through the shopping journey. And the more likely they are to return to your website once ready to book.

The Kleber Hotel in Paris does an excellent job of this on their website. As soon as you hit their homepage, you see 5 reasons to book direct, including a guaranteed best rate, a “secret discount coupon” to apply for bigger savings, complimentary tea & coffee in your room, priority service at check-in, and a better cancellation policy. This information is repeated throughout their website, under Guest RoomsOffersGallery, and even in the description of some photos.

hotel room booking screen on two mobile phones

Tip #3: Ensure your booking process is optimized for mobile

You should also check whether your booking engine is compatible with mobile. According to Criteo, mobile bookings for airlines and hotels made up 27 percent of all online travel bookings worldwide during Q2 2016. This trend is only going to continue. Your website needs to be equipped to handle mobile bookings. If it’s not, contact your Internet Booking Engine (IBE) provider and ask why, or consider a new IBE that can support your mobile needs.

In Summary

Online booking abandonment is a real problem for the travel industry, but there are small things you can do on your website to improve conversions.

Start with your content. Call out explicitly what makes your hotel unique, and why someone should book directly with you. Then review your online booking process. Is it simple and easy to book with you? By implementing these 3 tips, you’ll be able to drive more bookings through your most profitable sales channel – your hotel website.

For more tips on how to improve your website’s performance, check out our eBook, “A Hotel Marketer’s Playbook for Creating, Managing and Measuring a High-Performing Hotel Website.”

About Debbie Stephenson

Debbie Stephenson is the Content Marketing Manager for Leonardo, a hospitality technology solutions provider servicing individual hotels, hotel chains, and hotel channels. One of Leonardo’score products is Vizlly, a digital marketing system for hotels designed to drive more bookings at a lower cost. Vizlly includes SEO marketing services, a high-converting hotel website, Facebook Apps and Digital Brochures third-party channels – all in one place. Learn more at www.vizlly.com.

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