19th March 2019

Market Management

Allyvia Oberman and Grace Rietbergen

Enhancing the Customer Journey

through Digital Engagement

Expedia for Properties Expedia for Properties@ExpediaLPS @expediaforproperties

Solutions to help you deliver on guest experience

3

Notes: Expedia Group data shown as of 12/31/17, unless otherwise noted. 1Monthly visitors based on data for Brand Expedia, Hotels.com, Orbitz, Travelocity,

Wotif, Vrbo, trivago and Hotwire combined during 2017. 2Offline travel agents based on number of sales agents in Global Customer Operations, Expedia

Affiliate Network (EAN), HomeAway, Classic Vacations, CruiseShipCenters, Travel Agent Affiliate Program (TAAP) as of 12/31/2016. 3Contacts handled

annually include calls, emails, chats and social media. 4Includes more than 460,000 Vrbo listings, data as of 31/3/2019.

Expedia Group, the world’s travel platform

Monthly visits1

750M+ in

Countries

75

Affiliates

10K+

High volume & diversity of

Customers

Active corporate travelers

2M+Online travel agents powered2

150K+Contacts handled annually3

60M

Properties4

1.1Million

Activities4

30K+

Broad Network of

Partners

Online bookable vacation rentals4

1.9MillionAirlines

550+Car rentals companies

150+

© 2018 Expedia, Inc. All rights reserved. Confidential and proprietary

44

0%

10%

20%

30%

40%

50%

60%

Online TravelAgency

Search Engines Travel ReviewSites

ComparisonTravel Sites

Airline Sites Hotel Sites Social & BlogSites

DestinationSites

AlternativeAccom Sites

Car RentalSites

OTAs and Search Engines leading tools for travelers planning a trip

Planning Resources

Source: Multi-National Travel Trends – Expedia Group Media Solutions Q35.

0%

10%

20%

30%

40%

50%

60%

Online Travel Agency Airline Sites Hotel Sites Alternative Accom Sites Car Rental Sites

Source: Multi-National Travel Trends – Expedia Group Media Solutions Q35.

Booking ResourcesOTAs are a leading booking resource for travelers

77

Planning Booking

OTAs are now a leading travel resource across the world

Source: Expedia Group Media Solutions, 2017 Multi-National Travel Trends.

8

EnglishFrenchKoreanSpanishChineseArabic

LodgingAirCruiseCarPackageActivitiesInsurance

Social Meta Email App Online Offline Search Engine

KoreaUKJapanMexicoCanadaSingaporeGermany

Credit/Debit InstallmentsPayPalIBPApple PayCashCryptocurrency

7+Products

5Devices

DesktopLaptopTabletMobileWearable

Consumers

7k+Languages

??

10+Channels

195Countries

Payment

types

7+

Source: Digitaltrends.com, Conde Nast Traveler 2016

Today’s consumers are faced with millions of combinations

Consumers have become much more advanced

9

10Source: Expedia Group Mobile Data, Q1 2019

SA Submarkets Room Night Share

Mobile Trends

56%

14%

5%

5%

3%

3%

3%

3%

2%2%

2% 1%1%

Adelaide

Glenelg

Fleurieu Peninsula

Limestone Coast

Murray River

Eyre Peninsula

Port Augusta

Barossa Valley

Adelaide Hills

Outback SA

Kangaroo Island

Clare Valley

Yorke Peninsula

11

Source: Local Measure, 2016 APAC Hotel Study

Engagement Crisis

12

40%MORE LIKELY TO RETURN

ENGAGED GUESTS are

returning guests – they are

Why does it matter?

Source: Local Measure, 2016 APAC Hotel Study

13

Before Stay

Open the lines of communication

with guests once they have

booked and prepare for

their arrival

→

We support partners by providing the tools and knowledge to succeed

Engage guests at each step of their journey

In House

Discover potential issues while guests

are in-house and you are in the

optimal position to turn their

experience around.

Post Stay

Close the loop once guests

leave and get actionable insights

to enhance guest experience at

your property.

→

14

74%of MILLENIALS want to

hear from their hotel BEFORE

they stay

41%MORE in house

FULLY ENGAGED GUESTS are

likely to spend

Before Stay

Source: Local Measure, 2016 APAC Hotel Study

on average

15

Start the conversation

with guests after they

book to provide a

unique and

personalized travel

experience.

Conversations

Property ViewGuest View

Before Stay

16

New feature: send

templates on a

timetable to simplify

customer engagement

and increase direct

revenue

Conversations

Property View

Before Stay

17

65%of SOUTH AUSTRALIAN

ACCOMODATION

PROVIDERS ENGAGE their

in-house guests

on average

In-House Guests

15%MORE than any other

market in South Australia

ADELAIDE ACCOMODATION PARTNERS have connected

with In-House guests

Source: Expedia Group Real-Time Feedback, Q1 2019

18

Discover potential issues

while guests are in-

house and turn the

experience around.

Real-time

Feedback

Property ViewGuest View

In House

19

71%of SOUTH AUSTRALIAN

ACCOMODATION

PROVIDERS respond to

guests reviews

on average

Source: Expedia Group Guest Reviews, Q1 2019

Post Stay

20

Discover potential issues

while guests are in-house

and turn the experience

around.

Guest Reviews

Property ViewGuest View

Post Stay

21

62%

6-12 Reviews

of travelers feel seeing a

MANAGEMENT RESPONSE to reviews

Source: Phocuswright, 2013 Independent Study for TripAdvisor

Set the stage for future travelers

22

→ →Before Stay In House Post Stay

Seek to differentiate through technology

Gain an edge to Guest Engagement

© 2018 Expedia, Inc. All rights reserved.

Thank you.