SDL and Accor

The digital customerexperience

Accor Res and Rev — SDL E-Shop — January 2015

Extend our lead and become aneven more well-known hotel group

3600HOTELS

OVER

170,000STAFF ACROSS

ACCOR BRANDS

APPROXIMATELY

460,000ROOMS

OVER

14BRANDS FROM LUXURY

TO ECONOMY

5536MILLION EURO IN 2013

REVENUE

HOTELSERVICES

HOTELINVEST

TWO FIELDS OF

EXPERTISE

Accor Res and Rev — SDL E-Shop — January 2015

ACCOR

OVERVIEW

GROUP BRANDS SOLIDARITY360° DIGITAL HUMAN RESOURCES SUSTAINABLE DEVELOPMENT

Leading operatorWORLDWIDE

ROOMS460,000

HOTELS3600

COUNTRIES92

* Number of rooms in the hotel portfolio as at December 31, 2013

NORTH AMERICA

LATIN AMERICA

AND THE CARIBBEANHOTELS 242ROOMS 38,143

9%*

AFRICA AND

THE MIDDLE EASTHOTELS 148ROOMS 27,436

6%*

ASIA-PACIFICHOTELS 567ROOMS 109,169

24%*

EUROPE (outside France)HOTELS 1063ROOMS 142,755

31%*

+68,000PLANNED

+26,000PLANNED

+17,000PLANNED

+26,000PLANNED

+780 HOTELS

PLANNED

+136,000 ROOMS

1 hotel opened every 2 days

FRANCEHOTELS 1543ROOMS 139,940

30%*

+5000PLANNED

Accor Res and Rev — SDL E-Shop — January 2015

ACCOR

OVERVIEW

GROUP BRANDS SOLIDARITY360° DIGITAL HUMAN RESOURCES SUSTAINABLE DEVELOPMENT

A Large Brand Portfolio

ECONOMY

MIDSCALE

LUXURY AND UPSCALE

In France

REGIONAL BRANDS

In Asia

Accor Res and Rev — SDL E-Shop — January 2015

ACCOR OVERVIEW GROUP BRANDS SOLIDARITY360° DIGITAL HUMAN RESOURCES SUSTAINABLE DEVELOPMENT

The digital customerexperience

DreamSearch

Book StayShare Grow

loyal

Accor Res and Rev — SDL E-Shop — January 2015

ACCOR OVERVIEW GROUP BRANDS SOLIDARITY360° DIGITAL HUMAN RESOURCES SUSTAINABLE DEVELOPMENT

The new Accor experience

360°digital

280 MVISITORS

TO ACCORWEBSITES

DREAM

WELCOMEONLINE

CHECK-IN AND CHECK-OUT

BOOK

12 MKEYWORDS

PURCHASED BY ACCOR WORLDWIDE

SEARCH

STAY

+10,500NEW

MEMBERS PER DAY

LE CLUB ACCORHOTELS

GROW

LOYAL

2.2 MILLION FANS ON FACEBOOK

SHARE

1BOOKING

EVERY 2 SECONDS

ACCOR WEBSITES

Accor Res and Rev — SDL E-Shop — January 2015

The Accor Distribution Solution

Traditional

Agencies

(TTAs)

Indirect web

(OTAs)

Direct web

and mobile

Call centers

Clusters and

hotels via TARS

(intra)

Directly with the hotel

3.4%

14.4%

18.2%

16.1%

7.3%

40.5%

Contribution of the channelin 2014 (world)

Calls,emails

Walk-in

OfflineOTAs

Accor Res and Rev — SDL E-Shop — January 2015

Distribution Channels Connected in Real Time

Res and Rev — October 20148

TraditionalAgencies

(TTAs)

Indirect web

(OTAs)

Direct web

and mobile

Call

centers

Clusters and

hotels via

TARS

(intra)

Search for

availability

in real time

ACCOR EN BREF GROUPE MARQUES SOLIDARITY360° DIGITAL RESSOURCES HUMAINES DEVELOPPEMENT DURABLE

Content is key

o We are both a supplierand a competitor

o For the Internet user,

we are only

differentiated by the content of the

descriptions

o We need to maintain

exclusivity so that our

hotels are selected

and the booking is

made via our websites

ACCOR Res and Rev – Eshop SDL – Janvier 2015

We have 8 seconds

to capture our

customers’ attention

If we don’t speak their language

they are all irrelevant

Only 27% of internet users speak

English

ACCOR OVERVIEW GROUP BRANDS SOLIDARITY360° DIGITAL HUMAN RESOURCES SUSTAINABLE DEVELOPMENT

Translation: Our

objectives in 2007

Establish distribution partnerships

Share and distribute content

Suggest the language of the host country

Provide the resources required to quickly roll

out new languages

Take a professional approach to the

translation process

Automate a complex workflow

Absorb variations in the volume requested

Guarantee timescales

Following a call for tender,

SDL was Accor's first choice from the three finalists.

Accor Res and Rev — SDL E-Shop — January 2015

Accor Res and Rev — SDL E-Shop — January 2015

Global Presence in 38 countries (70 offices)

Human translation

Flow management process adapted to the client's

requirements

Cost control using an industrial process and

integrated solutions

Absorption of surges in demand

Quality process

New languages implemented quickly

Which has led

to the choice of

What Do We Process Using the Workflow?

Accor Res and Rev — SDL E-Shop — January 2015

Translation Requirements

Accor Res and Rev — SDL E-Shop — January 2015

Automated translation workflow

Validation

TARS

OTAOnline Travel

Agencies

Translation

memoryGlossary

Style

guides

On-demand translation portal

1 2

Quality

Monitoring

GDSGlobal Distribution

Systems

MetaMetasearch

Languages Per Hotel

Accor Res and Rev — SDL E-Shop — January 2015

0

500

1000

1500

2000

2500

3000

3500

4000 3744

2754 2753

2000

16461511

1081

655571 565 530

German

Spanish

French

English

Italian

Dutch

Portuguese

Chinese

Brazilian

Russian

Japanese

Polish

Indonesian

(Bahasa)

Korean

Arabic

Turkish

Swedish

Languages Per Hotel

Allow Guests to Browse the Website in their Own Language — Increase Occupancy and Revenue

Accor Res and Rev — SDL E-Shop — January 2015

32 local versions of websites or mini sites with

suitable translated content

2014: Arabic

+30% revenue from

Middle East

Indonesia

50% of revenue from the

Bahasa website

Why 17 Languages?Significant Increase in the Number of Visits

Accor Res and Rev — SDL E-Shop — January 2015

Translation figures

Accor Res and Rev — SDL E-Shop — January 2015

3750 hotels involved in the translation

program

7 to 17 languages according to Top

Destination

14 million words per year

55,000 words per day

Database containing 4 million words

1000 in-house translators

Leading-edge translation technology

A seven-year smooth and continuously

refined partnership

Up to 10,000 referenced independent

resources

Accor Res and Rev — SDL E-Shop — January 2015