The internet has certainly simplified booking accommodation. Reservations for rooms, meetings and events can now be made almost anywhere in the world without the need for human intervention. Booking is quick and straightforward… but is it always best?

Booking online usually means that you don’t make a site visit. Whether you actually need to see the venue depends on all sorts of factors: how far away it is, whether you’re booking overnight accommodation or arranging an event for several delegates with particular requirements, how quickly you need to make the reservations and your own (limited) time, etc.

The Pros...

Some of the advantages of booking online are obvious: you can do everything from your desk, overseas bookings are faster and simpler and often there’s a financial incentive. Some advantages of electronic booking are less obvious but no less useful. Webpages illustrate typical accommodation by providing still photographs, floor plans and variable capacity charts. Alternative room lay-outs are accessible online and give an idea of how many people can sensibly use each arrangement.

Some venues have 360 degree webcam videos for each room, or a "walkround" interactive tour which clients access via the internet. Once into the booking process, sophisticated databases handle enquiries about availability of accommodation, pricing and dates very quickly and some include pick lists to plan lay outs and allocate rooms, etc.

Booking accommodation within Europe or North America is much simpler online; the electronic booking form often includes a choice of languages and frequently also a choice of the currency (£/€/$) in which to pay the bill. Booking is usually confirmed by e-mail within seconds, and includes a unique reservation number to be presented when checking in. Online bookings can also be cancelled or amended electronically; details are usually provided through the website or when the booking is confirmed.

Once booking has been received and confirmed online hard copy communication should follow by fax or post. The paper copy should confirm accommodation type, price, what was included (e.g. breakfast/dinner for an overnight stay, room size and equipment for conference bookings, etc.), dates for which the accommodation is booked, venue address and contact details, plus cancellation policy.

The Cons...

The main disadvantage with booking online is that it’s difficult to negotiate anything non standard without at least a phone call. The size, complexity and importance of the event also makes a difference. Booking an overnight stay at the other end of the country for a colleague at short notice is very different from organising a week-long conference on your doorstep for several hundred delegates, months in advance. The former is simplicity itself online; the latter almost certainly requires one or more visits, no matter how flexible the online booking system is.

Even though encryption programmes are very reliable, the security of online payment still causes concern particularly as electronic booking is impossible without including credit card details. Contrary to expectations the bill can still be settled by cash, cheque or, if agreed in advance, by invoice. Asking for credit card details is the venue’s way of guaranteeing payment if the guest fails to turn up.

Hotel groups, dedicated conference centres, etc, usually handle their own online contact with clients. Some venues, particularly smaller ones, prefer to use an agency to handle e-bookings. Agencies inevitably have to work with the information they themselves are supplied by the venue. This means that there is a risk, however slight, of two different clients – one direct to the venue by telephone, the other to the agency online – booking the same accommodation at the same time. Typically, the agency acknowledges the online booking to the client, but confirmation of the booking is sent via e-mail, fax or letter from the venue.

Are you protected? Online bookings within the UK are covered by the Data Protection Act 1988, the Consumer Protection (Distance Selling) Regulations 2000 and the Electronic Commerce (EC Directive) Regulations 2002 – the ‘E-commerce Directive’. If booking within Europe then you’re covered by the E-commerce Directive plus whichever laws apply within the country of destination. Briefly, the directive states that the website must display the name of the business, terrestrial address, contact information and clear details of price, terms and conditions, etc. It should also acknowledge bookings. UK-specific law adds that clients should be informed about their right to cancel and insists on a written confirmation of booking.

Booking an overnight stay or a repeat conference booking is easy and practical online. Organising a conference from scratch depends on more than the size and appointments of the rooms. A productive event requires efficient, helpful and flexible staff who understand your requirements and do their best to exceed them. Bricks and mortar you can judge from pictures; people you need to meet.

A freelance writer for over twenty years, Sara Goodwins has researched and written about a multitude of different topics. She specialises in business and education and her features are regularly published internationally