UK recognised as one of the best countries for customer service in Booking.com’s Traveller Review Awards 2021
In a year where the travel industry faced unparalleled challenges, the Awards recognise over 1 million partners across the world, including 48,649 UK winners
LONDON - 19 JANUARY 2021 - Drawing on millions of customer reviews, today Booking.com announced it will present 1,147,344 Traveller Review Awards for 2021, recognising accommodation partners across 220 countries and territories, including 48,649 UK winners, who made travel experiences more memorable for travellers. The breadth and spread of winners in the Awards’ ninth year is a testament to Booking.com’s partners’ dedication and resilience, as they managed to provide incredible travel experiences amidst a year of untold challenges for the entire industry.
Many destinations continued to deliver amazing service in 2020, despite the difficulties that it presented. The countries with the most winners for 2020 include the likes of: United Kingdom (48,649), Spain (81,341), USA (43,572), Italy (151,801), Croatia (52,992) and Germany (63,829) amongst other countries.
As an extension of the Awards, Booking.com is also uncovering:
- The Most Welcoming Places in the UK
- The Most Welcoming Regions on Earth
- The key attributes of a great stay
The Most Welcoming Places in the UK
The Most Welcoming Places in the UK, according to customer reviews, touch every corner of the nation, including beach escapes and nature reprieves as well as towns and cities offering big time culture.
The top 10 list* includes:
- Enniskillen, County Fermanagh
- Fort Augustus, Highlands
- Kirkwall, Orkney
- Frome, Somerset
- Drumnadrochit, Highlands
- Douglas, Isle of Man
- Stirling, Central Scotland
- Sidmouth, Devon
- Ballycastle, County Antrim
- Glastonbury, Somerset
To discover more about these incredible destinations, click here.
The Most Welcoming Regions on Earth
Based on the share of properties receiving a Traveller Review Award 2021, Booking.com can reveal the Most Welcoming Regions on Earth for travellers to experience the best in hospitality and friendliness whenever it’s safe again to do so. From Taitung County (Taiwan) and Tasmania (Australia) to Prešovský kraj (Slovakia) and Oberösterreich (Austria) to Nova Scotia (Canada) and Iowa (United States) to Chubut (Argentina) and Minas Gerais (Brazil), these places reveal hospitality can be found in every corner of the globe.
Essential Attributes of a Great Stay
This year’s awards also reveal insights into traveller preferences throughout the past year, and can uncover that British travellers appreciate staff, cleanliness and location most when reviewing award-winning properties on the platform, with those attributes scoring highest among the categories that travellers rate following their stay.
These preferences are consistent with global trends. With consumers increasingly conscious of health and hygiene, notably, on average, winners had a cleanliness score that was 17% higher than the average cleanliness score for non-winners, suggesting it may be a differentiator for a more perfect welcome.
Homes, Apartments and Unique Places Remain UK Traveller Favourites
While hotels remained the second most-awarded accommodation type globally for 2021, for the fourth consecutive year, four out of the five top-awarded accommodation types globally are unique places to stay: Apartments (484,243), hotels (175,748), holiday homes (123,145), guest houses (94,003), bed and breakfasts (78,903). The most-awarded accommodation types in the UK for 2021 include apartments, holiday homes, bed and breakfasts and guest houses.**
With alternative accommodations accounting for 30% of all new bookings in the third quarter of 2020, Booking.com is proud to offer so many unique stay experiences bringing superior hospitality to travellers.
Transport Partners Kept Travellers Moving
Recent Booking.com research shows that 11% of Brits have taken a road trip in 2020 and 25% of Brits travelled more domestically in 2020 when compared to 2019.***. As road trips and domestic travel became more common over the last year, Booking.com understands the immense undertaking that its transport partners faced including increased customer demand in certain markets and swift introduction of increased cleanliness measures, provision of masks and sanitisers and minimising customer contact and social distancing, among other initiatives.
This year, 2,100 rental car pick-up locations available on Booking.com, which offers rental cars in 160 countries worldwide, have been awarded. The top-awarded car rental pick-up locations globally include Christchurch Airport (New Zealand), Coolangagtta Gold Coast Airport (Australia), Phuket Airport (Thailand), Queenstown Airport (New Zealand), Orlando International Airport (United States), Tenerife Airport North (Spain), Thessaloniki Airport (Greece), Santorini Airport (Greece), Paphos Airport (Greece) and Larnaca Airport (Cyprus).
Airport taxis, which are available in over 800 destinations globally, are also being recognised for their outstanding service, with 2,830 drivers across 18 providers winning Traveller Review Awards.
“As trips became fewer and further between, each and every trip meant more to travellers than ever before, and it has become even more important to celebrate the outstanding service that the Traveller Review Award winners displayed during a year like no other,” said Arjan Dijk, SVP and Chief Marketing Officer for Booking.com. “On our mission to make it easier for everyone to experience the world, our partners play such an impactful role in delivering amazing experiences to travellers and I know that with their tenacity, partnership and passion, we can rebuild travel together, and help more and more travellers to rediscover our beautiful world over time.”
Note to Editors:
To be recognized with an Award, accommodation properties and car rental pick-up locations had to have an average review score of 8.0 (out of 10) or higher based on at least 3 and 5 reviews, respectively, as of 11:59pm (CET) on November 30, 2020. To be recognized for an Award, airport taxis had to have an average review score of 4.5 (out of 5) or higher and completed 2,000 rides as of 11:59pm (CET) on November 30, 2020. Only customers that have actually stayed at an accommodation, rented a car or rode in a taxi can leave a review of their experience on Booking.com. As these reviews are never edited or adjusted in any way, travellers can reference them for an authentic account of what the real traveller experience is like at every place to stay or with every ground transport provider on Booking.com.
*Destinations were sorted by the total share of Traveller Review Award 2021 winners when compared to the total amount of eligible properties in that city (accommodation only). Destinations also had to have an above-average amount of winners to be included on this list (50 award recipients or higher) and were curated for geographic spread.
**Accommodation type categories were sorted by the total share of Traveller Review Award 2021 winners when compared to the total number of eligible properties in that segment.
***Research commissioned by Booking.com and independently conducted among a sample of 47,728 respondents across 28 markets (1,997 from USA, 1,987 from Canada, 1,999 from Mexico, 2,003 from Colombia, 1,996 from Brazil, 2,002 from Argentina, 1,994 from Australia, 985 from New Zealand, 1,993 from Spain, 1,993 from Italy, 1,993 from France, 1,984 from UK, 1,989 from Germany, 1,977 from Netherlands, 983 from Denmark, 986 from Sweden, 998 from Croatia, 1,997 from Russia, 999 from Israel, 1,997 from India, 1,992 from China, 991 from Hong Kong, 1,991 from Thailand, 1,977 from Singapore, 998 from Taiwan, 953 from Vietnam, 1,990 from South Korea, 1,987 from Japan). In order to participate in this survey, respondents had to be 18 years of age or older, had to have travelled at least once in the past 12 months and be either the primary decision maker or involved in the decision making of their travel. The survey was taken online and took place in November 2020.
Part of Booking Holdings Inc. (NASDAQ: BKNG), Booking.com’s mission is to make it easier for everyone to experience the world. By investing in the technology that helps take the friction out of travel, Booking.com seamlessly connects millions of travellers with memorable experiences, a range of transportation options and incredible places to stay - from homes to hotels and much more. As one of the world’s largest travel marketplaces for both established brands and entrepreneurs of all sizes, Booking.com enables properties all over the world to reach a global audience and grow their businesses. Booking.com is available in 44 languages and offers more than 28 million total reported accommodation listings, including more than 6.5 million listings of homes, apartments and other unique places to stay. No matter where you want to go or what you want to do, Booking.com makes it easy and backs it all up with 24/7 customer support.