2022: A Year of Renewal and Growth

Jennifer Axness

2022: A Year of Renewal and Growth

As we draw closer to turning the page into a new year, naturally we reflect on the past twelve months and realize just how remarkable 2022 has been for us, both as a company and an industry. Not only has traveler confidence returned, but this past spring, global hotel occupancy reached pre-pandemic levels for the first time since 2019.

Take a look back at some of our major highlights as we helped hospitality organizations acquire, service, and retain guests using the industry’s most comprehensive portfolio of solutions.

Sales & Catering, Service Optimization and Reservations

The Delphi name is back and with enhanced functionality!

New reporting capabilities in Delphi® (formerly Amadeus Sales & Event Management – Advanced) and value-added features allow hoteliers to better manage guest room blocks.

Through Delphi Diagramming, users now enjoy even more innovative features such as three-dimensional renderings, virtual tours, and layouts of the meeting space, allowing customers to conveniently click and view an entire area from various viewpoints.

Delphi Select, a streamlined version of Delphi for select service properties, as well as management companies and hotel chains needing all properties to work within the same database, has now been translated into French – with German and Spanish to follow in early 2023 – allowing the solution to expand into several new markets.

HotSOS debuts a new user experience, with enhanced housekeeping functionality

In 2022, we unveiled a new user experience for our leading service optimization solution, HotSOS. Redesigned with dynamic operational dashboards and on-line help, the solution makes it easier for teams to analyze key reporting and data points, labor output metrics, and guest amenity requests. Its intuitive look and feel also enables faster employee onboarding and contains training materials for improved staff retention and engagement.

This year, HotSOS helped properties reduce response times to guest requests and issues by over 40%, and in many cases without the need to increase staff size.

Finally, improved housekeeping functionality includes more efficient tracking of opt-in/opt-out service, drop room feature improvements, and new room square footage attribution.

Innovative reservation systems help hoteliers drive demand and revenue

iHotelier Analytics showed us that Amadeus’ iHotelier® and the Amadeus Integrated Booking Suite – Amadeus’ innovative combination of Reservations, Guest Management, and Web Solutions – helped hoteliers meet their bottom-line business objectives in 2022, processing an estimated 7M+ bookings throughout the year. iHotelier customers also achieved an average direct booking share of 41% versus a 34% direct booking share by the competition in 2022, according to Amadeus Demand360 data.

And the exciting new iHotelier booking engine has been proven to deliver significant improvements in direct booking conversion rate. In A/B testing, it delivered an impressive average conversion rate increase of 20% for iHotelier customers. Additionally, iHotelier’s new enhanced member-rates capabilities are driving increased traffic and bookings from metasearch directly into the booking engine, with an average 27% increase in click-through rate and 19% average direct conversion rate for guests clicking on member-rates offers in metasearch channels. Finally, the iHotelier team delivered 40 new distribution connections in 2022, enabling customers to expand their reach to capture more booking demand and effectively optimize their distribution strategy.

Distribution, Travel Protection, and Mobility

The future of distribution – more scalable, transparent, and leisure-based

New hotel distribution solutions are making it easier for meeting planners to book their small events directly online. Amadeus MeetingBroker now allows Delphi users with Cvent subscriptions to display their function space to Cvent planners to seamlessly book inventory at any time, without requiring an RFP.

Amadeus also certified an additional meetings and events distribution partner in 2022 with a strong European presence: MeetingPackage.

Additionally, Amadeus Value Hotels, now available in Cytric, offers prepaid hotel rooms that are bookable by corporate travelers.

Travel protection: expanded partnerships, faster connectivity

Our travel protection portfolio has expanded over the past year, with customers enjoying improved and faster connectivity through Rest/JSON API, and more insurance options available as part of the hotel booking process.

Our expanded partnership with insurance provider Pattern allows UK travel agents to provide seamless coverage options to their clients through an innovative flow. When a traveler confirms they are interested in obtaining insurance during the booking process, the agent can then trigger a process that provides relevant opt-in coverage for the trip directly to the traveler. The customer can then decide the products they wish to purchase, all on their preferred device.

A growing portfolio and more efficient shopping experience in mobility

Amadeus’ car rental portfolio continued to grow with 6 new providers added. We continued to enhance our Amadeus Transfers portfolio with a new user interface for Selling Platform Connect and users benefitted from a more intuitive and efficient shopping experience with the new Rest/JSON API.

Finally, in response to travelers’ increased awareness of travel’s impact on the environment, Amadeus’ investment in the climate tech company Chooose has allowed us to include end-to-end emissions information such as CO2 calculations and offsetting options across travel segments. Amadeus’ investment in urban mobility innovator Eccocar has provided a seamless end-to-end car rental and urban mobility experience for travelers.

Business Intelligence and Media

Comprehensive forward-looking data: key to staying ahead of the competition

2022 was a pivotal year for Amadeus’ business intelligence solutions, as our global footprint of Demand360® data providers grew to more than 35,000 properties thanks to new or expanded deals with names like Wyndham, Preferred Hotels & Resorts, and Aimbridge Hospitality.

Agency360+ was enhanced to provide a more unified market view and unprecedented insights such as multi-property filtering and increased leisure and corporate business performance metrics.

To RevenueStrategy360™, we added a first of its kind market forecasting model. The algorithm calculates historical actuals, pacing, and forward-looking booking data from Demand360 to produce a highly accurate look at short term hotel demand at the market level.

Additionally, Amadeus’ new market intelligence solution Air Traffic Forecast, launched in September, delivers insights across air travel and hospitality, unlocking a 360° view of the traveler’s journey.

Targeted ad campaigns increased brand awareness and bookings for media customers

Exceptional results and a better end-to-end experience were delivered to media customers such as Posadas. Amadeus built entirely new websites for the Mexican hotel chain to help increase brand visibility and drive direct bookings to its hotels. Backed by iHotelier and digital media campaigns, Posadas reported a 60% increase in direct bookings for its luxury properties, and a 371% increase in bookings for resort properties.

We also surveyed over a thousand travel agents worldwide in an effort to better understand the GDS marketplace and travel agent preferences, unveiling key findings during three global webinars and in a comprehensive report.

Amadeus continues to be the only supplier of multi-GDS advertising for hoteliers and destination marketers in the market, enabling hotel and DMO advertisers to run ads across all major GDS channels. And as advertising algorithms have changed throughout the year, we are helping customers prepare for a cookie-less world.

Destination Marketing Organization (DMO) highlights

The world’s leading DMOs trust Amadeus for their strategic marketing and advertising needs. New solutions and product enhancements evolved our existing portfolio and delivered a “one-stop-shop” for DMOs. Air traffic data sets, social media advertising and detailed branding KPI analysis have contributed to these partners’ 2022 success stories.

Read case studies from tourism organizations in Hungary, Canary Islands, Houston, TX, and Tenerife.


To learn more about how Amadeus has driven profitable demand, increased operational efficiency, and improved the guest experience in 2022, visit our Renew Travel page.