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Expedia Teams Up With Hoteliers to Combat Negative Reviews in Real Time

Expedia Teams Up With Hoteliers to Combat Negative Reviews in Real Time
Jennifer Billock


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.

[Photo: Expedia]

View Comments (7)


  1. pharmalady

    January 15, 2015 at 12:31 pm

    Eliminate negative reviews? How in the world can they do that? It’s not as if something can go awry during the stay, or the hotel staff will be consistent the entire time of the stay. I won’t book on Expedia now at all if they are trying to manipulate customer feedback.

  2. NJFlyer42

    January 16, 2015 at 7:57 am

    The article is less scary than the headline. But I think hotel folks miss a point. I don’t want to talk to the manager or customer service. I want things to work. Quite often they do work and I prefer places where the most senior person I talk to is a desk clerk.

  3. fastfxr

    January 16, 2015 at 3:40 pm

    Correct it? 99% of the problems I encounter at hotels are already well known by the staff.

  4. whiskeyplease

    January 17, 2015 at 3:02 pm

    Easy there, Pharma. Nothing in the article indicates manipulating customer feedback. The point is for the hotel to hear customer concerns early on, while they can still try to address them and improve the customer’s experience. How is that bad??

  5. celsius1939

    January 17, 2015 at 4:06 pm

    Maybe this will work in some hotels, but it does not in most chains. You complain about noise and children running around and you are ignored. This new approach makes no attempt to solve important issues.

  6. fuji8bit2

    January 17, 2015 at 11:23 pm

    This is a great idea. I don’t see anything bad about being proactive with customer service.

    Many times people would rather leave a bad review on a web site than take problems to the hotel management, thinking the hotel won’t do anything about it anyway. Even in hotel chains, you can pick hotels where they care about customers (hint: it’s often related to price). Having status doesn’t hurt either.

  7. Arsey00

    January 20, 2015 at 8:00 pm

    I’m with NJFlyer42. If hotel chains cared as much as the marketing dept would like to think they do, most problems wouldn’t happen in the first place. Most negative reviews I’ve ever posted were due to staff ignoring day-to-day jobs and *my* wasted time trying to get simple things addressed. I don’t want to wait for someone to address it, I want it addressed before I arrive. I’m tired of the tediousness of leaving it to guests to point out failings.

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