A presentation delivered by the General Manager of Chicago Kimpton Hotel.

3. 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

4. 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.

5. 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+ employees
o Kimpton is almost twice the size of our
next nearest competitor in terms of
open properties

6. CONFIDENTIAL
Kimpton Portfolio - National Scale & Distribution
Seattle
Alexis Hotel
Hotel Monaco
Hotel Vintage Park
Portland
Hotel Monaco
Hotel Vintage Plaza
Boston
Nine Zero Hotel
Onyx Hotel
Cambridge
San Francisco New York
Hotel Marlowe
Argonaut Hotel 70 Park Avenue
Harbor Court Hotel The Muse Hotel
Hotel Monaco Ink48
Hotel Palomar Chicago Eventi Hotel
Hotel Triton Hotel Allegro Philadelphia
Prescott Hotel Hotel Burnham Hotel Palomar
Serrano Hotel Hotel Monaco Alexandria
Salt Lake City Denver
Sir Francis Drake Hotel Palomar Hotel Monaco Baltimore
Hotel Monaco Hotel Monaco
Tuscan Inn Morrison House Hotel Monaco
Lorien Hotel
Cupertino Washington DC
Cypress Hotel Aspen Hotel George
Sky Hotel Hotel Helix
Arlington
Hotel Madera
Hotel Palomar
Los Angeles Hotel Monaco
Hotel Palomar Westwood Hotel Palomar
Hotel Rouge
Scottsdale
Topaz Hotel
FireSky Resort & Spa
Atlanta
San Diego Hotel Palomar
Hotel Solamar
Dallas
Hotel Palomar
Hotel Lumen
Vero Beach
Vero Beach Hotel
Miami
Epic Hotel

7. CONFIDENTIAL
Kimpton’s Palomar Hotels
Kimpton now boasts 8 unique Hotel Palomar properties across the country. The
Hotel Palomar is a sophisticated artful luxury retreat.
Hotel Palomar, Dallas Hotel Palomar, D.C. Hotel Palomar, Philadelphia Hotel Palomar, Los Angeles
Hotel Palomar, Arlington Hotel Palomar, Chicago Hotel Palomar, San Francisco

8. 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 Denver Salt Lake City Washington D.C.
Portland Alexandria Chicago Baltimore Seattle

9. CONFIDENTIAL
Kimpton’s 4-Star Collection
Kimpton’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.
Hotel Solamar Eventi
Ink48
Argonaut Hotel FireSky Resort & Spa Epic Hotel

10. CONFIDENTIAL
Kimpton – a Different Boutique Hotel Company
• 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.

12. CONFIDENTIAL
Kimpton Brand Focus:
To Be The Best Loved Hotel Company
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.

13. Brand Positioning
Positioning Every Hotel, Restaurant, Employee and Guest is a celebration of individuality
Voice Key Filters of Copy and Imaging
Improve our cachet ● Drive rate ● Reinforce our reputation of fun ● Bring out guest’s inner child
Brand Pillars Care  Comfort  Style  Flavor  Fun
2011 Leading Programs
Like a Local
Kimpton Restaurants
InTouch
Wellness
2011 Supporting Programs Eco ● Goldfish ● Robes ● Charities ● Pets ● LGBT

14. Our Loyalty Program: Kimpton InTouch

15. 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

16. 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

17. Personalized Room Preferences
• Feather or Foam Pillow
• High floor or Low floor
• Near or away from elevator
• Etc…

18. InTouch Benefits 2011

19. InTouch & Restaurants
• Kimpton restaurants are promoted in all offers

20. 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

21. InTouch Benefits 2011
$30 off for InTouch
members

22. InTouch Benefits 2011
$30 off for InTouch
members

23. 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

24. 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

25. 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

26. My Offers

27. 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

28. InTouch Exclusive Offers
Allegro/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

29. 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.

30. 2012 Top InTouch Projects
• Restaurants
• Richer Rewards
• Last Minute Deals
• Online Reward Bookings
• Events
• Pre-arrival Emails

31. 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

32. 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/KITMySto
ry2.aspx

33. 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

34. Facebook Update!
Over 5,000
Like Us!!

35. Inner Circle: InTouch Elite Level
15 Visits or 45 Nights

36. 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

37. IC Welcome Amenity Example

38. 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

39. Inner Circle Dinners
• One Inner Circle dinner per month
• Private dinner with chef, wines selected by the
sommelier
• Hosted by a Kimpton Executive

40. 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

41. Thank you