Feature: Booking hotel accommodation ➔
rates, which can often be cheaper than users’ own negotiated rates,“ he says. The difference between an ’s’ and an ’m’ and the different privileges that they command is “down to a conversation“, says West, who explains that it largely depends on the user’s spending patterns. Hotelzon, meanwhile, describes itself as primarily a technology company that also acts as an HBA. Chief executive officer Jani Kaskinen explains how he can help the SME, “The company pays a one-off fee – just a couple of hundred pounds – and gets a company domain. Then their booker can go on the SBT which will recognise them. They have access either to the rates we have already negotiated with hotels or their own rates which are loaded in. All the benefits such as management information and consolidated spend are there for the customer with the minimum of fuss. Plus the fact that we are a 24/7 service so if something goes wrong, we are always there.” Hotelscene’s My Stay tool offers bookers a similar service for those who have a travel policy and just want an SBT to implement it. Head of account management Anne Marie Crawford explains, “You need to register with My Stay and then you can access all your rates.” The tool can complete a booking in three steps and is very simple to use, ensuring employees only book with hotels within the company’s policy. Its AutoRebook facility also check rates up until the moment an employee checks in and if it finds a cheaper rate books it. Mark Hulme, head of business development at another hotel booking agency, BSI, also believes smaller companies are missing out. “Many SMEs I speak to, who are not using a specialist booking agency, mistakenly believe that they are too small and do not make enough bookings to use a specialist. No matter what the size of company, BSI has proven solutions available that will deliver significant benefits via increased savings, the highest standards in duty of care and a streamlined, efficient booking process.” He adds, “Some SMEs believe they can achieve good rates by negotiating for themselves but one of the areas where they fall down is availability. A reasonable rate is fine but if there is no availability, it is then up to the travel arranger to spend more time and resource sourcing alternative accommodation. Very often, they don’t take into account the bigger picture either, with the cheapest rate they can find not equating to the best value when taking into account breakfast, car parking, wifi and taxi fares.” Absolute Corporate Events director Angie Mason says it’s not unusual for her company to get calls from non-contracted clients saying they have seen a better room rate online than
they have been quoted by Absolute. Under- lining Hulme’s point, she says, “But of course what they have failed to realise is that the rate that they have seen may have cancellation penalties, may be an entry level standard room rather than the higher category we have negotiated or be a pre-pay rate. “We have also experienced a client’s frustrations when plans change and they encounter stone walls when trying to cancel bedrooms that have been booked online and cannot get refunds or make changes easily – another reason why having an intermediary working on their behalf will prove to be more than beneficial.” She adds, “It’s all about freedom of choice,
but at what cost? The DIYers may feel they have more control over their choices by going it alone, but how much better in all walks of life to have somebody to hold your hand and guide you through the maze? “There will always be those who feel they
“Many SMEs who are not using a specialist booking agency mistakenly believe that they are too small and do not make enough bookings to use a specialist”
have sufficient knowledge and experience to go it alone, but ask any of our clients – and those of any other good HBA – and they will heartily disagree and happily recant the benefits of having a hand to hold and a trouble-shooter to rely on.” Director of Conference Care,
Chris Peacock, says even the smallest of companies, who don’t want any commitment to an HBA, have something to gain from using one. He explains, “There are many buyers of travel and accommodation who don’t want to be tied in to one method of booking or supplier. What they often don’t realise is that many hotel booking agents
would take their business on an ad hoc basis, with no contract involved, and that this could bring them a wide range of benefits. “The devil is always in the detail and while
I don’t deny that there are some great rates online, an HBA will use their experience and knowledge to negotiate to best effect. “When you add in the time savings and detailed travel data that a client can access, we believe that using an HBA is the ideal booking method for smaller companies,“ says Peacock. Managing director at Trinity Conferences, Jacqui Kavanagh, adds, “I can understand that during this transition the internet sites have become more and more popular and supported the argument for the DIYers to do their own thing. But the HBAs have responded to change and are delivering substantial benefits with parity – if not lower rates – while supporting the client’s needs at the same time. “Those people who still book themselves
and ignore company policy and guidelines for perhaps a one-off perceived cost benefit deny the company the opportunities of complete reporting and thus overall control on their spending,” she concludes.
66 I THE BUSINESS TRAVEL MAGAZINE
©STARWOOD HOTELS
©STARWOOD HOTELS
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