THE IMPACT OF OTA – TRANSFORMING CONTEMPORARY TOURISTS’ INTENTIONS

Abstract

Modern hotel bookers claim to switch moods to the digital distribution model of hospitality services. A survey conducted in Bulgaria among frequent travellers reveal their attitudes when making a hotel room reservation. Taking into account the implementation of contemporary digital technologies in everyday life this article is observing the main distribution channels that are used in hotel industry. Compared are the preferences of the different age groups using a questionnaire distributed among them. Online Travel Agencies (OTA) platforms and hotels both compete and collaborate to attract customers in the worldwide web. The results of the survey reveal an ongoing process of digitalization even in sectors highly dependent on human capital. The need for remodelling market strategies of travel companies and adjusting their business performance while taking into account the trends and expectations of consumers is visible. Digitalization of the hotel reservation process in Bulgaria and the domination of Booking.com as a leading OTA confirms the fact that the domestic hotel sector follows modern world tendencies.