Holiday Inn

PROBLEM:

One of the most iconic brands in hospitality had lost its luster.

The guest experience had become bland and almost indistinguishable from its sibling Holiday Inn Express.

 

SOLUTION:

Further to global consumer research, we went back to the roots of what made the brand so loved.

Champion enjoyed travel for all by inviting guests to make every stay brighter and full of possibilities.

This is “The joy of travel for all.”

RESULTS:

Growth in guest satisfaction.

Growth in franchise owner confidence.

Growth in profit contribution to IHG.

Purpose

We exist to champion enjoyable travel for all. We’ve been pioneering memorable, welcoming hotel experiences for millions of guests, from families to business travelers alike, since 1952. We want to leave our guests with Irresistible Smiles.

Customer

We cater to the contemporary traveler who wants to relax and experience joyful moments — whether they’re on the road for business or pleasure. They’re 60/40 male/female, aged 25-44, married, and 60% have children.

Personality

We invite joy by making every stay brighter and full of possibilities. We are welcoming,
optimistic, and fun — combining a sense of comfort and happiness with touches of real wonder and delight.

Where We Play

We strive to be the leader in the mainstream business and leisure travel segments. At the end of 2016, we had 1,199 hotels worldwide: 745 in Americas, 283 in Europe, 90 in AMEA and 81 in Greater China.

Service & Design Style

Our service style is Making Guests Smile and our design style is Living Brightly. They are warm, welcoming and bright. Contemporary but unpretentious, they combine a sense of comfort and happiness with touches of real wonder and delight. Natural greens, happy colors and pleasing rounded shapes lead the way with confidence, personality and generosity.

Points of Difference

  • We offer genuine hospitality with proactive and personal service that brings smiles to our guests faces.
  • We welcome business guests with “The Brighter Side of Business” program that dials up the joy in business.
  • We are best for families with our much-loved “Kids Stay & Eat Free” program and the new “V.I.K.” (Very Important Kids) Club.
  • We provide dependable value, with a commitment to ensuring that our hotels are always clean, our service is always friendly, and everything always works.
  • We’re part of IHG Rewards Club, the world’s largest hotel loyalty program