Abstract
This paper identifies the fragmented nature of accommodation provision in Europe, the majority being in small units. The increasing use by travel agents of Computer Reservation Systems (CRSs) to book hotels is also identified, by the provision of hitherto unpublished statistics. The criteria are detailed by which agents judge the effectiveness of a CRS. Two CRSs which have specialized in small units are described. The needs of both the supply and demand sides are noted and ways in which these may be met are explained. It is suggested that since small hotels are seldom featured on the major Global CRSs, these hotels may lose market share.
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