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CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved VIP Access Updates
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
VIP Access Updates
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
New Elite Members joining VIP Access!
All current Elite Plus Members Expedia Elite Gold Members
Expedia Elite Silver Members (USA only)
Great opportunity for your hotel to reach a broader audience of high value
customers
These Members travel slightly less frequently but still spend more per trip
The Silver Status brings 2xmore customers and 1x more revenue
We encourage Elite Members to book VIP Access hotels by running promotions in which
members can burn their VIP Access bonus points with 2x value at VIP Access hotels
Watch out for the informative email with more details about the Elite Members levels end of
this year!
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
New Expedia Elite Membership Levels
Expedia Elite Gold Expedia Elite Silver
Countries USA, Canada and UK USA only
Membership cards
VIP Access Benefits to
be offered upon check
in
USA Members
UK Members
Don´t have a
membership
card
Welcome and recognition as Elite Members
Free upgrade*
Flexible check in and check out*
Exclusive Elite Amenities * Upon availability
Welcome and recognition as Elite
Members
Free upgrade*
Flexible check in and check out*
Exclusive Elite Amenities * Upon availability
USA Members only:
Canada Members
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
• Offer LATE CHECK-OUT, if available •Inform and offer the guest of the additional amenities exclusive to Expedia Elite members (free wifi, free breakfast, welcome drink..)
Ask the guest about their room preference (top floor, away from the lift, with a view..) Place the guest in the best available room and clearly communicate this.
Offer the upgrade to the guest. Explain it is due to their Expedia Elite status - describe characteristics of the upgraded room in comparison to the room initially booked.
No
…. Is the UPGRADE available?
Yes
Inform and offer the guest the exclusive elite
amenities that your hotel is providing
(free wifi, free breakfast, welcome drink..)
DON´T FORGET TO ASK EXPEDIA ELITE MEMBERS UPON CHECK IN TO FILL IN
THE ELITE SURVEY
Welcome and recognize as Expedia Elite Member…
Elite Gold Members Elite Silver Members
Upon arrival at the hotel
DON´T FORGET TO ASK EXPEDIA ELITE MEMBERS UPON CHECK IN TO FILL IN THE ELITE SURVEY
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
New VIP Access Logo
Current logo New logo!
Available from end of 2013 on
www.expedia.com and early 2014 on
www.expedia.co.uk and
www.expedia.ca
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
Exposure of Exclusive Amenities will now be expanded to both Elite Silver and Gold Members
VIP Access Landing Page: www.expedia.com/vipaccess
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
Exclusive Elite
Amenities visible to
Elite Members only
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
How will your hotel be notified of Expedia Elite arrivals?
Email notification: Within 4 days
of arrival
You can now check your
Elite arrivals 60 days in
advance by accessing the
VIP Access Microsite:
www.vipaccesshotels.com
You will receive an Elite Arrival
Notifications from:
We encourage your Reservations Team
to put an alert on the Elite bookings-
adding all the benefits of the Program that
Elite Members are entitled to at your hotel
Please acknowledge receipt of the
notification
QUESTIONS?
EMAIL THE VIP ACCESS TEAM:
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
VIP Access Microsite:
Within 60 days of arrival
Please note that only hotels offering an
Exclusive Elite Amenity will be notified of Elite
Silver arrivals!
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
You will also find a Reminder of the elite amenities your hotel is currently providing under each reservation
Silver and Gold Member Arrivals will be added to the Elite Arrival Notification Email*
Within 4 days of
arrival
*Only hotels offering Elite Exclusive
Amenities will receive Elite Silver
notifications
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
As an Expedia Elite Gold Member
this guest is entitled to Free Wi-Fi
As an Expedia Elite Silver Member
this guest is entitled to Free Wi-Fi
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
Important:
The primary contact at your hotel will
receive an email with the log-in
Information: hotel ID and temporary password
Explore the VIP Access Hotel Microsite!
What are you able to do
on the Microsite?
View your Elite arrivals list of Elite Silver and
Gold Members 60 days prior to arrival
Update your enrolment form
Update your hotel contact details
Request free training materials
www.vipaccesshotels.com
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
updated image to follow
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
Coming soon for all VIP Access Hotels…. Confirmable Upgrades You will have 3 upgrade options: YES, NO and MAYBE!!
Click on
“Confirm
Upgrade”
Notification enhancement that…
Reduces the pressure on the Front
Desk
Helps you manage Elite member
expectations
Improves engagement with your hotel
Helps you track booking and upgrade
history
Elite guests will be notified of the status of their upgrade before the arrival!
You can make changes to the upgrade status up to the night before members' arrival
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
Distribute to your Front of House and Reservations Teams -Mousepads -Postcards
You can order your training materials on the VIP Access Microsite: www.vipaccesshotels.com
Free VIP Access Training Materials
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
You will receive updated training materials end of this year!
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
For more questions:
VIP Access Hotline
QUESTIONS?
CONFIDENTIAL & PROPRIETARY © 2013 Expedia, Inc. All rights reserved
THANK YOU!
Elite
Membership
Levels
Notification
Process VIP Access
Microsite
Branding and
Amenities Training
Materials
Q&A
