After COVID-19 flipped the hospitality trade on its head, enterprise is choosing up once more all over the world. With the highway to restoration taking varied approaches and types in several nations, areas and cities, we needed to grasp how income managers imagine their markets will develop, how they see their enterprise combine change in addition to which pricing and distribution choices they are going to be making. To reply these questions, OTA Perception surveyed over 400 income administration professionals in 50+ nations. We have now summarised the leads to the article beneath.
Survey members by property classification
We invited income managers of all property varieties to hitch the survey. At 23%, midscale lodging have been most represented. 18% of respondents function within the luxurious phase, adopted by 17% within the upscale class and 16% in upper-midscale accommodations. Higher-upscale accommodations made up 14% of the responses. 8% got here from the financial system and finances area.
Key segments and dependence on worldwide travellers

Photograph: OTA Perception24% of survey members reported that 41-60% of their company have been worldwide – that means roughly half their enterprise is being restricted by ongoing worldwide journey bans, even after home lockdowns have been lifted.
23% of respondents declare that solely 0-20% of their company come from overseas and one other 18% state that between 21% and 40% of their guests are from abroad. Since these properties rely extra on home enterprise, they’ve a greater likelihood of taking advantage of market restoration, as they’re well-established of their respective markets.
On the opposite facet are the 23% of contributors who’ve 61-80% worldwide company and 9% who rely nearly solely on inbound travellers. They’ll probably must revisit their visitor combine and goal segments extra to make sure their post-COVID success.
When requested which segments had been most vital earlier than the disaster, 51% named company contracted enterprise, adopted by third-party non-restricted enterprise (50%). Direct non-restricted got here in third place with 39%. Direct promotional charges and third-party promotional charges performed a giant function for 28% and 24%.
Efficiency monitoring through the disaster

Photograph: OTA InsightSince the COVID-19 disaster is in contrast to something the hospitality trade has seen, many hoteliers have discovered it difficult to measure their efficiency and predict future demand based mostly on historic knowledge as they usually would.
In these unprecedented occasions that problem typical reporting procedures, 73% of respondents nonetheless use previous knowledge to trace restoration, efficiency and pick-up. As a substitute of evaluating year-on-year knowledge, most income managers have switched to week-over-week and month-over-month analyses to find out if and the way they’re recovering because the scenario develops.
When wanting forward and predicting upcoming demand for his or her markets, 68% of income managers verify market occupancy first. 64% stated they overview on-the-books knowledge whereas 57% study competitor pricing adjustments and 44% assess search quantity on OTAs and metasearch websites. As compared, solely 29% take a look at site visitors on their resort web site. Upcoming holidays and occasions play a job for 33% of respondents, whereas 30% analyse inbound and outbound market statistics.
An elevated deal with hygiene and sanitation
Hospitality operators all over the world have put an elevated deal with sanitation and cleanliness at their properties. Whereas particulars in newly launched hygiene pointers differ, the important thing factors are the identical throughout manufacturers, and this was mirrored in survey responses. 97% stated that they had arrange hand sanitiser stations round their accommodations. 93% have spaced tables and chairs in eating venues at the least 1.5 metres aside and regularly disinfect public areas. 79% reported adjustments in room cleansing SOPs and 74% of accommodations now distribute face masks.
Aside from protecting company and workers secure, these initiatives additionally function a solution to entice future company who are actually extra aware than ever of how clear their environment really feel. To make it simpler for clear properties to be recognised as such, 92% stated hygiene rankings could be helpful post-COVID-19 and 86% need to spend money on a hygiene classification.
Revisiting KPIs post-COVID-19
With world journey demand shifting, reviewing key efficiency indicators (KPIs) may very well be mandatory for accommodations to measure their efficiency extra precisely on this sudden scenario. But, solely 44% of respondents say they’ve carried out so.
The KPIs which most properties have reviewed embrace markers comparable to RevPAR, ADR and occupancy in addition to profitability and the objectives for varied market segments. On the operations facet, many new KPIs have been created, particularly regarding hygiene and compliance with new model and authorities laws.
Pricing technique and positioning post-COVID-19
In addition to rethinking KPIs, pricing technique and positioning are additionally an vital space to re-evaluate. 57% of income managers say they are going to rethink which accommodations they examine to after COVID-19. The strategy to cost positioning has additionally modified. Whereas the vast majority of 43% already priced their rooms very equally to the competitors earlier than the disaster, this determine has risen to 52% now.
The variety of properties setting charges 10% above their competitors dropped by nearly half: from 15% to eight% – whereas these pricing 20% above their compset decreased from 6% to 2%. The truth that the technique is to remain consistent with rivals reasonably than beginning a worth battle may give a glimmer of hope that charges could deteriorate lower than anticipated, since they at the moment aren’t a requirement driver.
By way of pricing, 68% of survey members say they’ve modified or will change how they use advance buy charges (APR). Frequent updates embrace loosening cancellation and rebooking restrictions, providing higher circumstances for direct bookers and increasing the advance reserving window. Lesser talked about have been adjustments to APRs, together with eliminating them or combining them with offers for prolonged stays.
A further consideration for hoteliers, is the impression COVID-19 could have on efforts to drive direct bookings. 52% imagine the disaster will convey a setback on this regard. Others stay constructive that accommodations will have the ability to improve direct bookings now by providing higher offers and extra versatile circumstances, which has gained significance within the eyes of company for the reason that onset of the disaster.
The significance of fee parity

Photograph: OTA InsightMaintaining fee parity is essential for a resort aiming to extend direct bookings. Survey respondents echoed this sentiment once they have been requested to grade the significance of fee parity on a scale of 1 to 10, ten being “essential”. The typical ranking was 7.9, with 35% voting ten, 12% voting 9 and 19% voting eight. This may occasionally come as a little bit of a shock at a time when many accommodations are struggling and it might be comprehensible in the event that they sacrificed fee parity to generate extra general income by way of third-party channels.
Many accommodations nonetheless plan on utilizing OTA and FIT levers to assist their restoration course of. 65% need to implement OTA extranet promotions whereas 40% need to leverage OTA loyalty packages comparable to’s Genius. FIT advance buy promotions rank third with 36%. Utilizing over-commission to achieve visibility and pre-paid wholesaler offers are available in at 26% and 23%, respectively.
Ahead-looking methods
Restoration will look completely different from market to market, particularly with every nation popping out of lockdown at its personal pace and with completely different restrictions. Whereas some income managers are ready to see curfews and home journey bans lifted, others are hoping for the whole reopening of borders, the return of worldwide company and the permission to host giant occasions as soon as once more. As a way to measure how restoration is progressing for his or her property, income managers most regularly talked about taking a look at growing occupancy and pick-up outpacing cancellations.
When requested which markets they take a look at most carefully as a mannequin for their very own restoration, the vast majority of income managers highlighted the significance of their home or regional market. Others look to worldwide supply markets in addition to nations which have been hit by the disaster early on and have dealt with it effectively. In fact, additionally it is vital to keep watch over key segments to gauge how and when they are going to get well.
Because of the impression of COVID-19 on world journey, many properties have shifted which segments they deal with most. The highest three key segments for accommodations now embrace direct promotional charges (named by 47% of respondents), direct non-restricted charges (listed by 46%) and company contracted enterprise (talked about by 44%).
When the visitor combine adjustments, a rise in advertising spend may help construct consciousness among the many new audience. But with accommodations experiencing drastic income drops, it is shocking that 38% of respondents state they are going to improve their advertising spend to a point. 32% need to hold it the identical, whereas solely 25% plan to scale back it.
Lowering case numbers in nations which have successfully dealt with COVID-19, paired with markets comparable to China present robust indicators of restoration, has created a way of hope and optimism amongst hoteliers. 11% assume their markets could have recovered by This fall, 2020. For some domestic-focused locations that may very well be attainable.
Nonetheless, the vast majority of income managers see a correct restoration going down in 2021. 35% imagine a full restoration will not happen till mid to late 2021, whereas 28% imagine the complete restoration will occur within the first half of the brand new yr. 17% estimate they might want to wait till 2022, whereas 4% look to 2023 and past.With constructive developments in lots of markets and the vast majority of income professionals sharing a considerably constructive outlook, we now have good cause to hope the hospitality trade will hold going robust on its solution to full restoration.

Photograph: OTA InsightA huge thanks to the income administration specialists who participated within the survey – sharing their time, experience and outlook for this text!
Supply: OTA Perception’s restoration analysis was performed globally on-line from June 3-30th, 2020, with 441 income professionals taking part.

About OTA Perception
OTA Perception empowers hoteliers to make smarter income and distribution choices by way of its market-leading suite of cloud-based enterprise intelligence options together with Market Perception, Charge Perception, Parity Perception and Income Perception. With stay updates, 24/7 assist from our buyer success crew, and a extremely intuitive and customisable dashboard, the OTA Perception platform integrates with different trade instruments together with resort property administration methods, main RMS options and knowledge benchmarking suppliers.
OTA Perception’s crew of worldwide specialists are based mostly all around the world, together with the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia and India, and helps greater than 50,000 properties in 168 nations. Named the UK’s 17th fastest-growing personal know-how firm within the Sunday Instances Hiscox Tech Monitor 100 in 2019, Quantity 103 within the FT/Statista record of Europe’s 1000 quickest rising corporations in 2020, and Greatest Charge Buying & Market Intelligence Answer within the 2020 HotelTechAwards, OTA Perception is broadly recognised as a pacesetter in hospitality enterprise intelligence.
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