8 38 “nhube” at the NH Alcorcón - Madrid (Spain)

In 2005 NH Hoteles enhanced the tools needed to lift direct sales over the Internet and, thanks to this, the company has managed to triple the number of rooms reserved through its website. NH Hoteles has by the same token raised the visitor rate to its website by 70%. Internet and e-distribution have generated a new scenario that is becoming more important by the day, in which the main aspect for NH Hoteles is to control distribution and intermediation online and look after the customer, thereby keeping an eye on its inventory management and ensuring price parity between the different channels. NH Hoteles can be found as a distribution channel on the Internet, both on the websites of agencies and companies and for end-users (www.nh-hotels.com), and offers benefits vis-à-vis other distribution channels. In this way, both agencies and all kinds of customers of the hotels’ chain have a greater chance of accessing the best available rate at any given time, immediate access to the inventory and room availability at all hotels, a 24 hour service, access to promotions, immediate access to information and descriptions of any of the NH products, online reservations and on-the-spot confirmation. Reservations at any of the chain’s hotels can be made very simply through the NH Hoteles website (ww.nh-hotels.com). This year browsing through it and the hotels content have been improved, it being possible to reserve according to preference, and it includes an extensive gallery of photos and virtual visits which help the clients to make up their minds when booking. The promotions section has also been boosted and now users can find the product which best suits their preferences or their profile or create their own promotion by choosing from among the various services on offer. 2005 has seen improvements made to the online service for companies (Client Page) by providing an exclusive and customised website featuring all the services required for managing one’s commercial dealings with NH Hoteles more efficiently. Moreover, in 2005 NH Hoteles has designed an online tool for agencies (Trade Page), which makes for smoother processing, including a queries service, modification and cancelling of reservations, application of trade agreements, the issue of an agency voucher and customisation according to every profile. Over 500 agencies have already signed up. Finally, with the intention of optimising relations with intermediaries, NH Hoteles has made a big effort to connect its reservations systems with those of its distributors through interfaces. 39 NH Hoteles has managed to triple the number of rooms reserved using its website NH Hoteles has designed an online tool for agencies (Trade Page) which allows administrative processing to be more efficient technology: online sales and website (www.nh-hotels.com)

2005 WEB SALES 2004/2005 WEB SALES PERFORMANCE 40 Technology: online sales and website NH Hoteles website Revenue Website vs NH Visits Visitors Rooms Other services Total Revenue Nights Website nights /Total NH nights 72.5% 47.6% 187.4% 178.2% 185.8% 198.5% 172.2% 2005 COMPARISON CHANGE 05/04 GERMANY NETHERLANDS LATIN AMERICA MEXICO SPAIN SWITZERLAND 353.8% 234.4% 462.8% 119.4% 302.0% 258.3% COUNTRY BREAKDOWN (revenues) CHANGE 05/04

41 ONLINE RESERVATIONS In keeping with the theme of simplifying and speeding up reservations generated through travel agencies, NH Hoteles has striven towards a direct and unique access to its reservations centre. Travel agencies who are connected can check at a glance for the availability of places at hotels and book directly. In 2006 the company will extend the number of agencies connected to this service. HUMAN RESOURCES In the area of services for its staff, in Spain in 2005 NH Hoteles got underway a wage slip receipt service by way of secure e-mail. PURCHASING Finally a common purchasing system was launched for the whole group. Information on suppliers and their terms is kept at a single point and is avalable from all the hotels. This makes it possible to find out the volume for and behaviour of corporate and local suppliers. The integration of direct purchasing systems from suppliers over the Internet is currently in the testing phase.