1. Dr. Aris Ikkos, ISHC Customer Satisfaction Survey Attica Hotels Athens-Attica Hotel Association 30 November 2011

2. Customer Satisfaction Survey

3. Primary Tourist Survey Period: July – September 2011 Method: Questionnaire Sample: ~1,200 questionnaires, collected by Le Monde... From Athens Hotel Association Members, 2* to 5* hotels

4. Tourist Profile

5. Purpose of Travel

6. Which is the alternative destination you thought to visit?

7. Trip Preparation Booking online: 2011: 51% 2010: 34%

8. Are you using social media? (per age) Social Media During the preparation of trip did you use? (per age)

9. Social Media use from Athens Hotels * Provided that there is an active link for the Hotel at TripAdvisor Source: GBR Consulting, 30 Cooperating Hotels * use Do not use

10. Access to Athens By airplane?Μετακίνησή σας στο ξενοδοχείο με Easy access to hotel?Easy access to Athens? => fare 43.34

11. Sightseeing 25% walking tour 22% city bus tour

12. Expenses on daily basis Will you buy from the airport? - 53%: no - 32%: yes Expenditure 20112010 Attractions / Entertainment 31.68 32.86 Restaurants, Cafes, Bars 48.07 61.85 Shopping 47.68 55.15 Other 53.73 29.08 Total 181.16 178.94

13. Assessment 2011 - 2010 2010: 7.5 Overall Assessment Access from airport Culture Airport - Port Athenians character Public transport Leisure - Entertainment Sign & Information Parks, «Green» Safety in city Squares, pavements Public Cleanness Info on specific events Atmospheric Pollution Noise Pollution 2011: 7.6 2010

14. Assessment Taxi Hotel Bar / Café Restaurants Shops Facilities Value for money

15. Will you come back to Athens or / and will you suggest Athens to others?

16. Variations

17. Expense per category Total Expense ()Daily Expense ()

18. Hotels Evaluation per Category Overall Assessment: 7.6

19. Overall Assessment & Recommendation Overall Assessment Would you recommend Athens?

20. Other variations per category

21. Business / pleasure Parks, Green Atmospheric Pollution Noise Pollution Safety Info of specific events Public Cleanness Squares, Pavements Taxi Taxi – value for money Shops - value for money Restaurants - value for money Athenians character Signs & Info Bar / café value for money Public Transportation Hotels - value for money Overall Assessment: - Business: 7.4 - Pleasure: 7.6 Airport - Port Leisure - Entertainment Access from Airport Shops Facilities Restaurants Facilities Hotel Facilities Culture Bar / café Facilities

22. EuropeN. America Purpose of Trip: pleasure60%72% Have visited more than 4x20%6% Use sites like Tripadvisor,etc22%32% Reservation Online?49%57% Why Athens?Have been Recommendation Total daily expense 155 204 City bus tour / walking tour21% / 20%31% / 28% Overall Assessment7.57.7 –Hotel (Variety-Facilities)8.28.5 –Hotel: Value for money7.57.3 Recommendation for Athens91%93% Europe / N. America

23. Performance

24. Rooms Revenue Dec. 2010 Dec. 2008 Mar. 2010 June 2011 Mar. 2011 Based on 30 operating the period 2007-2010 5*: 13, 4*: 11, 3* & 2*: 6 July 2011 Source: GBR Consulting May 2010 Oct. 2011

25. Rooms Revenue YTD Oct (x 1 mil ) 5*4*3* Source: GBR Consulting On basis of 30 operating hotel the period 2007-2010 5*: 13, 4*: 11, 3* & 2*: 6

26. International Tourist Arrivals in Athens airport YTD Oct Source: AIA, SETE

27. International Tourist Arrivals Attica - Athens International Tourist Arrivals in Athens Airport (Sources: El. Venizelos, SETE) International Arrival, Overnight stays in hotels (Source: El. STAT) Attica Athens 63%61%62% Those that arent staying in hotels - Stay with friends, family or co-workers - Are passing by (for the islands) - Rent a car and leave Athens -... 3.1 mil. 3.4 mil. 3.5 mil. Source: El. Venizelos, SETE, El. STAT

28. International Tourist Arrivals Istanbul - Attica Source: EL.STAT, Istanbul Province Culture and Tourism Directorate Terrorist attack *projection based on September YTD data

29. The importance of MICE Source: International Congress and Convention Association, (ICCA) Number of International Conferences Sports Pavilion Tae Kwon Do Lutfi Kirdar ICCA rank 2010: 7th ICCA rank 2010: 26th

30. International Tourist Arrivals in hotels of Greece – Attica (χ 1,000) 38% Attica Share 14% Source: El. STAT

31. Attica Hotel Industry Source: GBR Consulting – EXA-A Occupancy (%) ARR, (Euro) RevPar (Ευρώ) 2011 2010 2009 2008 2007

32. % change YTD Oct. 2011/2010 Source: GBR Consulting, Smith Travel Research

33. Europe – Mediterranean- Athens Occupancy 2009 2010 2011 Source: GBR Consulting, Smith Travel Research

34. Europe – Mediterranean - Athens 20092010 2011 ARR RevPAR Source: GBR Consulting, Smith Travel Research

35. 2009 2010 2011 Source: GBR Consulting, Smith Travel Research Occupancy ( ARR ) Main competition

36. 20092010 2011 Source: GBR Consulting, Smith Travel Research World Bank – IMF Annual Meetings 13,713 registered delegates from 186 countries Fourth United Nations Conference on the Least Developed Countries Main competition

37. Athens in relation with Europe & Mediterranean Europe 2009 – 2010 Europe 2010 – 2011 Mediterranean 2009 – 2010 Mediterranean 2010 - 2011 Occupancy ARR RevPAR Source: GBR Consulting, Smith Travel Research

38. Benchmarking Athens Hotels & 10 Europe Cities – YTD Oct. 2011 Source: GBR Consulting, Smith Travel Research Occupancy (%) ΑRR RevPAR

39. Athens in comparison with 10 European cities – Δ% 2011/2010 Occupancy ARR (Euro) RevPar (Euro) Source: GBR Consulting, Smith Travel Research Athens 10 cities 10 cities: Vienna London Paris Berlin Munich Rome Amsterdam Barcelona Madrid Istanbul

40. Tourism Barometer Forecasts of Athenian hoteliers for Q4 2011 Source: GBR Consulting Tourism Barometer

41. Source: GBR Consulting Tourism Barometer Tourism Barometer Forecasts of Athenian hoteliers for Q4 2011

42. Tourism Barometer Forecasts of Athenian hoteliers for 2012 as a whole Source: GBR Consulting Tourism Barometer

43. Dr. Άρης Ίκκος, ISHC Customer Satisfaction Survey Attica Hotels Athens-Attica Hotel Association 30 November 2011