UNWTO/WTCF City Tourism Performance Research

The World Tourism Organization ( UNWTO ), a United Nations specialized agency, is the leading international organization with the decisive and central role in promoting the development of responsible, sustainable and universally accessible tourism. It serves as a global forum for tourism policy issues and a practical source of tourism know-how. Its membership includes 158 countries, 6 territories, 2 permanent observers and over 500 Affiliate Members. World Tourism Cities Federation (WTCF) is the first global city-based non-profit international tourism organization. Guided by the vision of Better City Life through Tourism, it is committed to facilitating exchanges and cooperation among the members and promoting sustainable growth in the tourism sector. WTCF aims to increase the appeal of tourism cities as international destinations, enhance the quality and efficiency of their services, and boost the brand image of tourism cities. WTCF currently has 193 members, including 128 city members and 65 institutional members from 62 countries, and Committees of Expert, Civil Aviation, Tourism-related Businesses, Media, Cruise Industry, Tourism Investment, with over 300 branch members. World Tourism Organization ( UNWTO ) UNWTO / WTCF City Tourism Performance Research UNWTO/WTCF City Tourism Performance Research

UNWTO/WTCF City Tourism Performance Research

Table of contents Acknowledgements 09 Forewords 10 Taleb Rifai, Secretary-General, World Tourism Organization (UNWTO) 10 Song Yu, Secretary-General, World Tourism Cities Federation (WTCF) 11 Executive summary 12 Introduction 15 Methodology 16 Chapter 1 Buenos Aires, Argentina 19 1.1 Introduction 20 1.1.1 Basic facts 20 1.1.2 Infrastructure, transport and connectivity 21 1.1.3 Tourism fl ows 21 1.1.4 Tourism source markets and seasonality 21 1.1.5 Economic impact 22 1.1.6 Tourism enterprises 22 1.2 Key performance areas 23 1.2.1 Destination management 23 1.2.2 Social and cultural perspective 27 1.2.3 Environmental perspective 29 1.2.4 Technology and new business models 30 1.3 Success stories 31 1.3.1 The 'Mi Barrio' project 31 1.3.2 The Big Data project 34

Chapter 2 Linz, Austria 37 2.1 Introduction 38 2.1.1 Basic facts 38 2.1.2 History 38 2.1.3 Infrastructure, transport and connectivity 39 2.1.4 Tourism flows 39 2.1.5 Tourism source markets and seasonality 41 2.1.6 Economic impact 41 2.2 Key performance areas 41 2.2.1 Destination management 41 2.2.2 Social and cultural perspective 44 2.2.3 Environmental perspective 45 2.3 Success stories 46 2.3.1 Ars Electronica 46 2.3.2 European Capital of Culture 2009: a success story 48 Chapter 3 Antwerp, Belgium 51 3.1 Introduction 52 3.1.1 Basic facts 52 3.1.2 History 52 3.1.3 Infrastructure, transport and connectivity 53 3.1.4 Overview of key attractions 53 3.1.5 Tourism flows 54 3.1.6 Tourism source markets and seasonality 54 3.1.7 Economic impact 55 3.1.8 Tourism enterprises 56 3.2 Key performance areas 57 3.2.1 Destination management 57 3.2.2 Social and cultural perspective 59 3.2.3 Environmental perspective 61 3.2.4 Technology and new business models 62 3.3 Success stories 63 3.3.1 The creation of a new city quarter, Het Eilandje 63 3.3.2 Crowd monitoring 64

Chapter 4 Beijing, China 67 4.1 Introduction 68 4.1.1 Basic facts 68 4.1.2 Infrastructure, transport and connectivity 68 4.1.3 Overview of key attractions 68 4.1.4 Tourism flows 69 4.1.5 Tourism source markets and seasonality 69 4.1.6 Economic impact 71 4.1.7 Tourism enterprises 71 4.2 Key performance areas 72 4.2.1 Destination management 72 4.2.2 Environmental perspective 78 4.3 Success stories 79 4.3.1 The Imperial Palace Museum 79 Chapter 5 Hangzhou, China 85 5.1 Introduction 86 5.1.1 Basic facts 86 5.1.2 Infrastructure, transport and connectivity 86 5.1.3 Tourism flow 86 5.1.4 Tourism source markets and seasonality 87 5.1.5 Tourism enterprises 88 5.2 Key performance areas 89 5.2.1 Destination management 89 5.2.2 Social and cultural perspective 90 5.3 Success stories 93 5.3.1 West Lake: UNESCO heritage site 93 5.3.2 The Grand Canal: a destination to immerse with locals 97 Chapter 6 Tianjin, China 101 6.1 Introduction 102 6.1.1 Basic facts 102 6.1.2 History 103 6.1.3 Infrastructure, transport and connectivity 103 6.1.4 Overview of key attractions 104 6.1.5 Tourism flows 105 6.1.6 Source markets and seasonality 105 6.1.7 Tourism enterprises 105 6.2 Key performance areas 107 6.2.1 Destination management 107 6.2.2 Social and cultural perspective 110 6.3 Success stories 111 6.3.1 Tianjin's foreign concessions and WuDaDao 111 6.3.2 Yangliuqing Ancient Town 113

Chapter 7 Bogota, Colombia 115 7.1 Introduction 116 7.1.1 Basic facts 116 7.1.2 Infrastructure, transport and connectivity 116 7.1.3 Overview of key attractions 117 7.1.4 Tourism flows 118 7.1.5 Tourism source markets and seasonality 118 7.1.6 Tourism enterprises 118 7.2 Key performance areas 120 7.2.1 Destination Management 120 7.2.2 Social and cultural perspective 123 7.2.3 Environmental perspective 126 7.3 Success stories 127 7.3.1 La Candelaria certification as a sustainable destination 127 7.3.2 Developing sustainable natural, rural and community based tourism projects 129 Chapter 8 Copenhagen, Denmark 133 8.1 Introduction to Copenhagen 134 8.1.1 Basic facts 134 8.1.2 Infrastructure, transport and connectivity 135 8.1.3 Overview of key attractions 135 8.1.4 Tourism flow 135 8.1.5 Tourism source markets and seasonality 135 8.1.6 Economic impact 137 8.1.7 Tourism enterprises 137 8.2 Key performance areas 138 8.2.1 Destination management 138 8.2.2 Environmental perspective 143 8.3 Success stories 145 8.3.1 Guldsmeden Hotel 66 Copenhagen 145 8.3.2 Crown Plaza Copenhagen Towers 146 Chapter 9 Berlin, Germany 149 9.1 Introduction 150 9.1.1 Basic facts 150 9.1.2 Infrastructure, transport and connectivity 151 9.1.3 Overview of key attractions 151 9.1.4 Tourism flows 151 9.1.5 Tourism source markets and seasonality 152 9.1.6 Economic impact 152 9.1.7 Tourism enterprises 152 9.2 Key performance areas 154 9.2.1 Destination management 154 9.2.2 Environmental perspective 158 9.3 Success stories 159 9.3.1 MEET+CHANGE 159 9.3.2 Fair.kiez 160

Chapter 10 Turin, Italy 163 10.1 Introduction 164 10.1.1 Basic facts 164 10.1.2 History 164 10.1.3 Infrastructure, transport and connectivity 165 10.1.4 Overview of key attractions 166 10.1.5 Tourism flow 167 10.1.6 Tourism source markets and seasonality 168 10.1.7 Economic impact 168 10.2 Key performance areas 170 10.2.1 Destination management 170 10.2.2 Marketing strategy and USP 173 10.2.3 Social and cultural perspective 174 10.2.4 Technology and new business models 175 10.3 Success stories 176 10.3.1 Slow Food 176 10.3.2 Turin's family businesses 178 Chapter 11 Sapporo, Japan 183 11.1 Introduction 184 11.1.1 Basic facts 184 11.1.2 Infrastructure, transport and connectivity 185 11.1.3 Overview of key attractions 185 11.1.4 Tourism flows 187 11.1.5 Tourism source markets and seasonality 187 11.1.6 Economic impact 188 11.1.7 Tourism enterprises 188 11.2 Key performance areas 190 11.2.1 Destination management 190 11.2.2 Technology and new business model 195 11.3 Success stories 198 11.3.1 Sapporo Snow Festival 198 11.3.2 Promotion of in-city round trip based on big data analysis 200

Chapter 12 Tokyo, Japan 203 12.1 Introduction 204 12.1.1 Basic facts 204 12.1.2 Infrastructure, transport and connectivity 205 12.1.3 Overview of key attractions 205 12.1.4 Tourism flows 206 12.1.5 Tourism source markets and seasonality 206 12.1.6 Tourism enterprises 208 12.2 Key performance areas 209 12.2.1 Economic perspective 209 12.3 Success stories 213 12.3.1 Beyond 2020 213 12.3.2 "Mori no Nigiwai" events 215 Chapter 13 Marrakech, Morocco 219 13.1 Introduction 220 13.1.1 Basic facts 220 13.1.2 Infrastructure, transport and connectivity 221 13.1.3 Overview of key attractions 221 13.1.4 Tourism flows 222 13.1.5 Tourism source markets and seasonality 222 13.1.6 Economic impact 222 13.1.7 Tourism enterprises 223 13.2 Key performance areas 224 13.2.1 Destination management 224 13.2.2 Social and cultural perspective 229 13.3 Success stories 231 13.3.1 The rehabilitation of the Medina of Marrakech 231 13.3.2 Le 'Musée Mohammed VI pour la civilisation de l'eau au Maroc Aman 232 Chapter 14 SEOUL, REPUBLIC OF KOREA 235 14.1 Introduction 236 14.1.1 Basic facts 236 14.1.2 Infrastructure, transport and connectivity 237 14.1.3 Overview of key attractions 237 14.1.4 Tourism flows 237 14.1.5 Tourism source markets and seasonality 237 14.1.6 Tourism enterprises 237 14.2 Key performance areas 239 14.2.1 Destination management 239 14.2.2 Social and cultural perspective 240 14.2.3 Technology and new business models 244 14.3. Success stories 245 14.3.1 Seoul's Future Heritage Project 245 14.3.2 Shared City Seoul' Project 246

Chapter 15 Cape Town, South Africa 249 15.1 Introduction 250 15.1.1 Basic facts 250 15.1.2 Infrastructure, transport and connectivity 250 15.1.3 Overview of key attractions 250 15.1.4 Tourism flows 251 15.1.5 Tourism source markets and seasonality 252 15.1.6 Economic impact 252 15.1.7 Tourism enterprises 252 15.2 Key performance areas 253 15.2.1 Destination management 253 15.2.2 Social and cultural perspective 256 15.2.3 Environmental perspective 258 15.3 Success stories 261 15.3.1 'Love Cape Town Neighbourhoods' campaign 261 15.3.2 The V&A Waterfront 263 Observations 266 New Platform tourism services (or the so-called sharing economy) 268 References and bibliography 274 Photo credits 285