Expedia and hotels are working together to stop bad reviews before they start.
In an effort to eliminate negative reviews on travel sites like TripAdvisor, Expedia has developed a real-time feedback tool for hotels. Now, after guests check-in and head to their rooms, they will receive an email or app notification asking three questions about the initial experience — “How was your check in?” “How is your room?” and “Are you happy with the location?”
Those responses then get sent to the hotel staff so issues can be addressed in real time. The main point of this tool is to get feedback from guests instantly, that way hotels can correct the problem when it happens instead of hearing about it later from a negative review online. Many online review sites do not pass along reviews to hotel owners, but instead allow the properties to look for them and respond on their platform.
“Our hotel partners have told us time and again that their feedback to a negative review is simply ‘I wish the guest had told us, as we would’ve corrected the issue,’” Expedia Inc. CPO John Kim stated in a press release issued Tuesday. “So our product team began ideating how we could troubleshoot that, and Real Time Feedback was born.”
Although the tool will be helpful for hoteliers, it does present a privacy issue for guest, as hotels will be able to see the real names of people using the feedback tool. Review sites like Expedia and TripAdvisor allow guests to post under pseudonyms.