Exceptional guest experiences are the cornerstone of the travel industry, and with travel continuing to make its return across the globe, Booking.com partners prove time and time again that providing consistently excellent service and hospitality makes a real difference. Booking.com’s annual Traveller Review Awards campaign is a way of expressing gratitude towards our partners for their exceptional hospitality.

Traveller Review Awards is our longest running and most loved campaign, so the challenge is finding a good balance between keeping consistency and maintaining the high satisfaction while keeping it fresh.When the campaign launched, we were only just returning to 'normal' travel. Partners had to rethink their approach to hospitality over the COVID-19 pandemic, and travellers also realised how much more meaningful travel can be in their lives. The time people spend is even more valuable and considered, and they don't travel for sub-par hospitality experiences – they have high standards.

Our campaign approach was to spotlight how much work goes into creating exceptional hospitality experiences. When things look flawless and effortless, they usually take a lot of work in the background to do so. And our partners deserve to be recognised for that.

This campaign was targeted towards all of Booking.com’s travel providers across 220 countries, comprised of their accommodation partners, car rental providers, and airport taxi suppliers – essentially, all the businesses, big and small, that do their part to make an exceptional experience for every guest. The eleventh annual Awards recognised 1,364,415 accommodation partners, 230 car rental providers and 58 airport taxi suppliers.

Traveller Review Awards are based on our partners reviews scores - scores that are so much more than a number: they represent dedication, hard work, attention to detail, and true professionalism. Winners are awarded with with their own personalised award kit which allows them to showcase their accomplishment in a meaningful way, online or offline.

Our campaign consists of three key phases. Firstly, we aim to build excitement and anticipation among our partners through a teaser phase, in order to increase engagement with nominated partners throughout the entire campaign. Secondly, we launched the campaign with a cross-channel marketing approach, directing partners to our awards page where they could access their personalised award kits and watch the appreciation launch film, "The Extra Mile". By utilizing multiple touchpoints, we were able to maximize our reach and campaign impact. Thirdly, we focused on providing valuable insights and knowledge to our partner community through our "Spotlight On" series, featuring successful partners and their best practices in video and blog format. To be eligible for a Traveller Review Award, partners need to have an average review score between 8 and 10 and at least three reviews left by Booking.com travelers by December 1, 2022.

This year’s campaign, spearheaded by ‘The Extra Mile’, was Booking.com’s most successful ever. It saw a 45.7% partner engagement across all channels (+16% YoY), with the hero film garnering over 55,000 views (+166% YoY) and 142,000 views on TikTok (+55% YoY). The campaign as a whole saw over 39,000 mentions on Instagram (+91% YoY) with 87% satisfied partners and over 20,000 views of our curated editorial content (+1900% YoY). PR amplification of the 2023 Awards resulted in 3,919 press stories across 30 countries, while the website landing page saw over 600,000 sessions, and social channels totalled over 3 million impressions.

Facebook / instagram - 3M impression / 464K partners reached

YouTube - 1.7M impressions / 146.5K partners reached / 55K+ views (hero video) (3.5K views spotlight on series)

Email - 802K opens (59% OR)

Partnerhub - Landing page 617K+ / Click editorials 20K+