Hotel-Owned Websites Receive Limited Exposure on Major Search Engines

Before hotel proprietary Websites can begin to significantly make an impact on reducing the slide in market share of online room sales from third party travel sites they must identify and understand e-consumer search behavior. Windham and Orton (2000) found that 80 percent of respondents or Internet users in their study expected to turn to the Internet more often than current practice for making online purchases. More importantly, sixty-five percent regularly visited a search engine to begin their Internet search activities with travel purchases among the tenth most popular product purchased online. However, there has been mixed messages as to how e-consumers and e-businesses can maximize their efforts and expand their capture rate in the online market respectively. Greenspan (2003a) found that 56% of Internet users give up their search before going past the second page of search engine results. Moreover, over a quarter will move onto another search engine site before refining their keywords. Even with the potential of creating a competitive advantage through the development of proprietary brand Website, hotel companies have missed opportunities to generate traffic on their branded Websites by not considering a strategy to improve their Website visibility in search engines (CyberAtlas, 2001b).

To further examine this concept this author conducted an exploration of finding proprietary lodging brand Websites through search engines using intuitive keywords. After identifying the top seven search engines being used by e-eonsumers in 2003, this researcher ran a search using keywords to identify how e-consumers can easily locate hotels for booking rooms online. The seven most popular search engines used today in order of their popularity are Google, AlltheWeb, Teoma, Yahoo, Alta-Vista, MSN, and Lycos (CybcrAtlas, 2001a).

For each search engine, a common keyword was used to identify the results of hotel proprietary Websites returned from the search. Four keywords were used and included "hotel," "hotels," "lodging" and "travel." When using "hotel" as the keyword Yahoo returned the most proprietary lodging Websites in the first two pages with 15 out of 40 links. All the Web and MSN returned only four and six proprietary lodging Website links respectively within the first two pages. Similar results occurred when using the keyword "hotels." Surprisingly, when the keyword used was "lodging" only Teoma (12) and MSN (6) returned any links to proprietary Websites. The results were even more discouraging for proprietary lodging Websites when using the keyword "travel" which resulted in no hotel-owned Websites found in the search results within the first two pages. It seems clear that one pan of the Internet strategy that lodging brands need to address to overcome the lack of market share in online room bookings is to get more exposure with the popular search engines when using intuitive keywords.

When searching under the keyword "travel," Expedia and Travelocity came up within the first two non-sponsored listings in each of the seven most popular search engines. Given the current state of affairs, e-consumers in search of hotel rooms on the Internet may very well find that using third party travel agents represents the most efficient search strategy in terms of time and cost. Hotel-owned Websites must begin developing a better strategy to position their Websites on Internet search engines to drive customers to their Websites. Conventional wisdom seems to contend that a large section of the e-commercial marketplace gravitates toward the sites that listed in their searches and ultimately purchase rooms online based on price alone (Starkov, 2002).