Named 'Best Overall Customer Experience'

Tuesday, May 24, 2011

LONDON, May 25, 2011 -

- Keynote Competitive Research Finds to be Most 'Convenient'
and 'Friendly' was named "Best Overall Customer Experience" according to a
study by Keynote Competitive Research that examines nine of the top online
travel websites in the U.S. The rankings were based on responses from 1,800
real users, who were observed as they accomplished tasks on each of the
sites, as well as real data collected through Keynote website monitoring to
assess the technical quality of each website. For this study, Keynote
recognized companies with the overall top ranking, as well as those
exhibiting excellence in specific categories.

As well as the highest award, gained other notable successes
such as:

- winning first place in six other categories, including the key service
areas of customer satisfaction, customer support and booking process

- achieving a total of 12 top three places overall

- improving its scores in 14 out of the 16 categories, compared to last
year's results.

"We're proud to be honoured with the Keynote Competitive Research's
distinction of best overall customer experience as it shows that our
commitment to offering a great service to our users is recognised and
appreciated," commented Scott Booker, Senior Vice President, eCommerce for " is known throughout the industry for our site's ease
of use, features which include over 2 million unique user-generated hotel
reviews, our award winning Welcome Rewards loyalty programme, our 24/7
customer service, and our price guarantee."

Additional study findings also discovered that was considered
most "convenient" and "friendly" and was also named most "flexible &
accommodating to customer requests"


As part of the Expedia group which operates in all major markets, offers more than 135,000 quality hotels, B&Bs and serviced
apartments worldwide. If a customer can find the same deal for less on a
prepaid hotel, will match it. benefits from one of the
largest hotel contracting teams in the industry negotiating the best rates
for its customers, plus there are more than 2 million reviews from users who
have actually stayed in the hotels to ensure customers make an informed
choice when booking. Travellers can book online or by contacting one of the
multilingual call centres.

For more information, please contact: Lizann Peppard, v-lpeppard at +44(0)20-7019-2265 ; Alison Couper, acouper at, +44(0)20-7019-2360

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