Access Bookings partnered with the European Broadcast Union (EBU) and the BBC as the sole travel agent for the Eurovision Song Contest 2023, hosted in the UK.
Overview
Due to the war in Ukraine, the UK was offered the opportunity to host the 2023 Eurovision Song Contest, marking a historic first for the competition. The short timeframe for organisation necessitated the involvement of Access Bookings, recognised for its expertise in managing large-scale global events and working with various media organisations, with a strong focus on customer satisfaction.
Access Bookings’ role was pivotal from the initial city selection process to the execution of accommodation and travel logistics for all involved entities, including crew, sponsors, EBU teams, partners, VIPs, country delegations, accredited press, and fans.
Selection Process
Seven UK cities submitted bids to host the contest. The feasibility of each city’s bid was assessed based on accommodation rates, availability, star ratings, room types, and bed types. Access Bookings contacted 365 accommodation providers, offering over 900,000 room nights across the UK. A key criterion for city selection was the ability to guarantee room availability, an area where Access played a crucial role.
Logistics Management
Access Bookings managed all amendments, name allocations, and cancellations in-house. The team handled complex billing requirements tailored to each stakeholder, with specific reporting needs covering spend tracking, unused rooms, savings, arrival, departure information, and final cost reconciliation. Detailed itineraries and travel documents were provided along with regular updates on cancellation and payment deadlines.
Onsite Coordination and Support
During the lead-up and the event, Access Bookings had a team onsite to facilitate hotel show rounds, meet and greets, and manage last-minute changes. The company is known for its full-service 24/7 coverage, essential for handling arrivals at all hours.
Risk Management
Access Bookings maintained a comprehensive risk register addressing potential impacts, including terror-related incidents, protestors, exchange rate fluctuations, electricity blackouts, cyber-attacks, and a COVID-19 outbreak. These were communicated across all project stakeholders and formed part of the monthly stakeholder management meetings, hosted by the Eurovision Song Contest Steering Group.
The Numbers
- 36,406 room nights booked
- 19,406 rooms for crew
- 7,935 rooms for country delegates
- 2,546 rooms for sponsors
- 870 rooms for invited guests / VIPs
- 5,649 rooms for others
- 2,000+ amendments made
- 57 individual hotels booked
- 1,500+ Access Bookings staff hours
Objectives
- Accommodation: Secure approximately 3,000 rooms per night in the chosen city, ensuring quality, value for money, and proximity to the venue.
- Account Management: Handle all amendments, cancellations, and special requests. Ensure adherence to cancellation deadlines and release periods.
- Onsite Coordination: Manage logistics for smooth check-in, fulfil VIP requirements, and provide transportation between hotels and the venue.
Results
Access Bookings demonstrated their capability in handling large-scale event logistics through the successful execution of the complex and dynamic requirements. Feedback from organisers, delegations, and attendees was overwhelmingly positive.
- Over 95% of delegations’ bookings were placed within their top 3 choice of venue.
- Post-event feedback indicated that 100% of respondents would use Access Bookings again.
- 98% of respondents found the booking process easy and straightforward.
Access Bookings’ efficient management ensured the success of the Eurovision Song Contest 2023, reaffirming their expertise in large-scale event coordination.
Feedback
“It’s difficult to put down on email how grateful we are for everything you and the team at Access Bookings have done for the Eurovision Song Contest.
From early on in the process when we were asking you to hold thousands of hotel rooms in cities right across the country, to last week where you and the team were the friendly and always accessible face of accommodation and hotel bookings. You have been truly brilliant.
Your personal service to the arriving delegations was hugely appreciated, and your excellent relationships with the hotels across Liverpool all resulted in a smooth and enjoyable experience for everyone who stayed in the city over the last month or so.
Thank you for embracing our support for Ukraine, and supporting their delegation. And, thank you for helping out on the red carpet the other night, just when you and your colleagues will have had the end in sight!
You have dealt the most ridiculous and demanding requests, and made miracles happen for our guests. And, most importantly, you have been the most fun and fabulous colleagues to work with.
The EBU told me – more than once! – that it was the smoothest that they have ever seen accommodation run on a Song Contest.
I know that I speak for both the core BBC team, and also the EBU, in saying a huge thank you. We truly couldn’t have had the success we did without your dedication, professionalism, and sheer hard work.”
Phil Harrold, Chief of Staff to the Director – General and Chair, Eurovision Song Contest Steering Group