Agenda

• Discuss the Kimpton Brand• when and how it started• how it has evolved• a leader in innovative offerings to the guests that help build loyalty • create original unique Kimpton Moments for our guests.• Will tell you a few stories and anecdotes

• Evolution of Kimpton’s loyalty program called Kimpton in Touch• how it is different than the typical miles/rewards program• how it has helped generate significant business for the brand• what are some unique features of the program

Kimpton History

The Original

• In 1981, Bill Kimpton pioneered the boutique hotel concept in the United States - providing weary travelers with a haven of comfort, service, security and style. He loved European style boutique hotels when he traveled.

• Today we stay true to Bill Kimpton's legacy by offering personalized service, feel-good amenities like our Hosted Evening Wine Hour, and one-of-a-kind hotels and chef driven restaurants.

Staying True to You

• Started branding the Kimpton name in 2004, 23 years after we opened the first hotel. Why did it take so long?

• At Kimpton, we believe in a culture that includes people, one that celebrates the individuality of our guests and employees alike. Devoted to the greater good and have led the hospitality industry with our innovative EarthCare program and Social Responsibility.

• Perhaps it's this unique mix of individual expression and social responsibility that inspires a strong emotional connection with our guests. According to Market Metrix Hospitality Index™, Kimpton has the highest customer satisfaction scores (93%+) and emotional attachment scores (89%) of any hotel company operating in the United States.

CONFIDENTIAL

Kimpton At A Glance

o Kimpton is the largest boutique hotel company and premier restaurant operator in the U.S.

• 54 properties

• 24 markets

• 12,000+ rooms

• 6,500+ employeeso Kimpton is almost twice the size of our

next nearest competitor in terms of

open properties

CONFIDENTIAL

Kimpton Portfolio - National Scale & Distribution

ArlingtonHotel Palomar

Scottsdale FireSky Resort & Spa

Cupertino Cypress Hotel

San Diego Hotel Solamar

San Francisco Argonaut HotelHarbor Court HotelHotel MonacoHotel PalomarHotel TritonPrescott HotelSerrano HotelSir Francis DrakeTuscan Inn

Portland Hotel MonacoHotel Vintage Plaza

Seattle Alexis HotelHotel MonacoHotel Vintage Park

Salt Lake City Hotel Monaco

Aspen Sky Hotel

Denver Hotel Monaco

DallasHotel PalomarHotel Lumen

ChicagoHotel AllegroHotel BurnhamHotel MonacoHotel Palomar

PhiladelphiaHotel Palomar

Washington DCHotel GeorgeHotel HelixHotel MaderaHotel MonacoHotel PalomarHotel RougeTopaz Hotel

AlexandriaHotel MonacoMorrison HouseLorien Hotel

New York70 Park AvenueThe Muse HotelInk48Eventi Hotel

BostonNine Zero HotelOnyx Hotel

CambridgeHotel Marlowe

Los AngelesHotel Palomar Westwood

Vero BeachVero Beach Hotel

MiamiEpic Hotel

AtlantaHotel Palomar

BaltimoreHotel Monaco

CONFIDENTIAL

Hotel Palomar, Arlington

Hotel Palomar, D.C. Hotel Palomar, Philadelphia Hotel Palomar, Los Angeles

Hotel Palomar, San Francisco

Kimpton’s Palomar HotelsKimpton now boasts 8 unique Hotel Palomar properties across the country. The

Hotel Palomar is a sophisticated artful luxury retreat.

Hotel Palomar, Chicago

Hotel Palomar, Dallas

CONFIDENTIAL

Kimpton’s Monaco Hotels Kimpton now has 9 unique Hotel Monaco properties across the country. The

hotel Monaco is vibrant, eclectic, whimsical and full of energy.

San Francisco

Portland

Denver Salt Lake City Washington D.C.

SeattleChicago BaltimoreAlexandria

CONFIDENTIAL

Kimpton’s 4-Star CollectionKimpton’s 4-Star Collection of hotels represent the majority of our collection. They are more

dashing than dignified, more lush than luxe… these hotels are groomed to four-star status with a style that’s refreshingly Kimpton.

Ink48

Argonaut Hotel

Hotel Solamar Eventi

Epic HotelFireSky Resort & Spa

CONFIDENTIAL

• Kimpton properties are designed for people who want an exciting and welcoming alternative to boring “cookie-cutter” chains.

• The Kimpton culture inspires employees to continually deliver extraordinary guest service – forging genuine and authentic emotional connections that then inspire guests to tell others about their Kimpton experience.

• Kimpton customers care about expressing their individuality and being recognized as individuals by Kimpton employees who are encouraged to be themselves and interact with guests in an authentic and natural manner.

Kimpton – a Different Boutique Hotel Company

CONFIDENTIAL

o 68% of 1st time guests come to Kimpton based on word of mouth

o 58% of 1st time guests leave feeling like they have “a relationship with the hotel”

• For our guests: Our mission is to create an emotional connection with every one of our guests; to deliver highly personalized service across our entire collection of hotels and through our marketing efforts.

• For Kimpton: By establishing personal connections with our guests, we derive more business from our existing customer base, build our marketing database, drive cross-sell business across properties and attract new customers to Kimpton.

Kimpton Brand Focus:To Be The Best Loved Hotel Company

Brand Pillars Care Comfort Style Flavor Fun

2011 Supporting Programs Eco ● Goldfish ● Robes ● Charities ● Pets ● LGBT

2011 Leading Programs

Like a Local

KimptonInTouch

Restaurants

Voice Key Filters of Copy and ImagingImprove our cachet ● Drive rate ● Reinforce our reputation of fun ● Bring out guest’s inner child

Positioning Every Hotel, Restaurant, Employee and Guest is a celebration of individuality

Wellness

Brand Positioning

Our Loyalty Program: Kimpton InTouch

InTouch Today

• Stared InTouch in 2002• Grown significantly over the last ten years• 1.2MM+ members• 2,000 elite members – called Inner Circle • 28% of Kimpton’s revenue is from InTouch

members

InTouch Program Benefits

• Pre Arrival Welcome Email• Preference: pillow type / room location• Free WIFI• Raid the Minibar $10 Credit ($15 in New York)• $30 In Room Spa Credit (participating hotels)• Newspaper of choice delivered to your door• Exclusive Members Only Special Offers• Earn Free Nights • Earn Elite Loyalty Level• Surprise & Delights

Personalized Room Preferences

• Feather or Foam Pillow• High floor or Low floor• Near or away from elevator• Etc…

InTouch Benefits 2011

InTouch & Restaurants

• Kimpton restaurants are promoted in all offers

InTouch Benefits 2011

• InTouch Welcome Amenity• $10 Raid the Mini Bar card• Given at the front desk

during check in• Accompanied by a personal

welcome note

$30 off for InTouch members

InTouch Benefits 2011

$30 off for InTouch members

InTouch Benefits 2011

Surprise & Delights

• Unpublished gifts that are sent to our InTouch members throughout the year

• Purpose: Just to say: “We love you!”• Past Gifts:• Wine• Pet Beds• Pedometers• Chocolate

InTouch Business Argument

• We need a loyalty program to remain competitive• InTouch promotes brand awareness

• More Kimpton hotels you visit = more rewards• Loyalty marketing exposes all hotels & restaurants

• InTouch pays for itself• Kimpton InTouch ADR is higher than brand ADR

• InTouch ADR = $195.77 (2011 YTD)• Brand ADR = $190.39 (2011 YTD)

• Loyalty marketing = $4-5 million a year• Loyalty fee is substantially less than all our

competitors

InTouch Positioning

• Complimentary Benefits• WiFi• Raid the Mini Bar• No Blackout dates / hotels for Reward Travel (2012)

• Preferences (not points)• Personal Note• Pillow, room type, newspaper, room location• Inner Circle custom amenities

• Exclusive Events• InTouch Events, Women InTouch, Inner Circle Dinners

• Unpublished Rewards• Surprise & Delights• Year End Bonus

My Offers

Fall InTouch Exclusive Email

• Launched 10/26• Rates from $99• $1,148,182 Room Revenue

• 2010: $655,047

• 4,117 Reservations• 7,551 Room Nights• $152.07 ADR (2010 - $138.58)• Email Audience

• InTouch Active 338K• InTouch Inactive 539K• Repeat Guests 54K• Email Profiles 60K• Departure Log 336K

InTouch Exclusive OffersAllegro/Chicago

SRP Code: ALLFUN

Launch Date: 8/10/2011

Participating: Allegro/Chicago

Reporting Start Date: 8/10/2011

Reporting End Date: 8/23/2011

Nights 723

Room Revenue $ 87,037.00

ADR $ 120.38

Open Rate* 19.88%

Click through Rate** 9.52%   

Rates Starting at: $99.00

Valid Dates: Thurs-Sun

Valid Days: 8/10-12/30

Book By: 8/17

How does the property connect?

• Were you welcomed or acknowledged as a Kimpton InTouch member upon arrival?• Yes• Did you receive your Raid the Mini Bar card as a benefit of the Kimpton InTouch Guest

Loyalty Program? • Yes • How important was the Kimpton InTouch program in your decision to stay at Hotel

Palomar - Chicago?• Very important• What do we need to know about your Kimpton InTouch experience?           • My husband and I would like to thank you for making our stay this past Wednesday-Saturday so special.

We enjoyed the ambiance of the hotel, and really enjoyed the Sable restaurant. My husband is a Platinum for Life member of Marriott, and we have traveled extensively for both business and pleasure. Deviating from a Marriott property is something that we usually would not have considered. We cannot say enough about our experience at the Palomar, but we must say that it would not have stood out without the assistance during our entire stay of your concierge, Bobby Gonzalez, and the hotel manager, Nabil Moubayed. Bobby went beyond the call during our entire stay. He was extremely professional and pleasant during the check in process, and helped us several times during our stay. We have had many experiences over the years with hotel employees, and he stands out among the best. The hotel manager excedded our expectations! We will definitely stay with you again when we come back to Chicago. You and Bobby truly made our experience unique.

2012 Top InTouch Projects

• Restaurants• Richer Rewards• Last Minute Deals• Online Reward Bookings• Events• Pre-arrival Emails

Last Minute Deals

• Page will live within the InTouch section of KH.com• Dynamically pull rates based on the “LMD” rate code over the

next 7 days• Hotels can specify flat rate and number of rooms to sell at that

rate per day• Example: 5 rooms at $99 (once 5 have been sold, rate would

no longer show on page)• Estimated Soft Launch Date: December• http://dev.kimptonhotels.com/intouch/KITMyStoryLastMinuteD

eals.aspx

Online Reward Bookings

• Guest logs in to their InTouch account• Book now buttons appear next to reward

certificates on their “My Free Nights” page• Book now links pass user to Guest Connect to

continue their reservation

• http://www.kimptonhotels.com/intouch/KITMyStory2.aspx

Last Minute Deals

• Page will live within the InTouch section of KH.com

• Dynamically pull rates based on the “LMD” rate code over the next 7 days

• Hotels can specify flat rate and number of rooms to sell at that rate per day

• Example: 5 rooms at $99 (once 5 have been sold, rate would no longer show on page)

• Estimated Soft Launch Date: December• http://dev.kimptonhotels.com/intouch/KITMyStor

yLastMinuteDeals.aspx

Facebook Update!Over 5,000 Like Us!!

Inner Circle: InTouch Elite Level15 Visits or 45 Nights

Inner Circle Benefits

• Complimentary Upgrade • Custom Welcome Amenity• Complimentary Night Offer at New Hotels• Chef’s Course at Kimpton Restaurants• CEO’s Phone Number• VIP Reservation Line• 48 hour guaranteed availability (paid room)• 48 hour guaranteed availability (reward night)• VIP Inner Circle Dinners• Year End Bonus Rewards

IC Welcome Amenity Example

Year End Bonus Rewards

• Unpublished “surprise” rewards

• End of year we look at all IC members and their stay/spend with us

• We give $200 - $1000 bonus gifts to all members at the Inner Circle level

Inner Circle Dinners

• One Inner Circle dinner per month• Private dinner with chef, wines selected by the

sommelier • Hosted by a Kimpton Executive

Program Level Benefits InTouch level Inner Circle level

Enroll / Earn Just sign up it’s free Stay 15 times or 45 nights

Welcome Amenity Raid the Minibar Custom IC Amenity

Personalized Preferences Newspaper / Room Preferences Newspaper / Room Preferences

In Room Spa Benefit $30 off Spa $30 off Spa

Earn Rewards 7 visits / 20 nights 7 visits / 20 nights

Reward Redemption On availability 48 hour GTD availability

Room Upgrade Room Location Preferences At least next room category

Restaurant Benefits Friendly Smile Comp Chefs Course

Reservation line Standard VIP line

Reservation Benefits Book direct w/ InTouch profile 48 hour GTD availability

Compliments / Complaints? Service Desk Mike Depatie Direct Line

Special Events Yep, exclusive parties Cocktail Parties & Intimate Dinners

New Hotel Openings Exclusive Discount Comp sneak peak offer

Unpublished Rewards Surprise & Delights Year End Bonus

Bragging rights at the club Not so much Envy of all

Thank you