Enhance guest experience

An online reputation for thoughtful, responsive service attracts travelers and encourages repeat bookings. Our guest communication tools can help.

Exceed expectations

It’s the small unexpected gestures that reinforce a guest is valued. From anticipating needs to proactively uncovering and resolving issues, communicating early and often is essential. Our tools facilitate dialog from the moment a guest books through their departure.  Easily solicit the information you need to customize a guest’s stay and exceed their expectations.

 

Prior to arrival

Proactively share and request information to prepare for a seamless check-in.

During their stay

After check-in, ensure guest satisfaction and move quickly to address any concerns.

After they go

Manage your reputation, respond to reviews and learn from trends in feedback.

Messages

With reputation and financial success closely linked, rising expectations for service and the lasting reach of online reviews are top of mind. 

Use Messages to help guests accurately anticipate their stay and identify opportunities to delight them.

  • Start a dialog when guests book, requesting information to streamline check-in and suggesting additional services
  • Pre-write and schedule standard messages to save time
  • Respond from a central location, easily referencing prior communications

By laying the groundwork for an exceptional stay, you’ll help ensure high guest satisfaction and positive reviews.

 

Already a partner?

 

Partners that respond to guest special requests via Messages show a reduction in cancellations by 17% when compared to those which do not respond.

 

Expedia Group, 2019

In-house Feedback

It’s inevitable—every moment won’t be perfect. Guests will alert you to major issues, but what about minor annoyances? Delays at check-in, or a slow draining sink are the small misses that can result a poor review. In-house Feedback can help.

  • Identify and rapidly address issues or concerns
  • Understand what makes a positive first impression and compare your guest ratings to competitors
  • Evaluate your response time against your competitive set

Help protect and even enhance your online reputation by uncovering and resolving issues during a guest’s stay.

 

Already a partner?

sentiment_satisfied_alt

Guests are 40 percent more likely to positively promote their experience when a problem was fixed quickly.

 

Deloitte Consulting 2017 Guest Experience Survey

Post-stay reviews

In the reality of our digital world, assessments from other travelers influence booking decisions, and every guest can broadly share their experience. Reviews and how you respond to them now drive your business. Let us help.

  • Automatic reminders encourage guests to comment
  • Reviews include ratings for service, comfort and cleanliness
  • Tools for acknowledging feedback and sharing it with your staff
  • Analysis to quickly identify areas that may need attention

Actively managing reviews helps you enhance your reputation and capture more business from the millions of consumers booking travel on Expedia Group sites.

 

Already a partner?

 

81% of travelers find user reviews important when considering a hotel.

 

Statistic Brain, 2017 Online Travel Hotel Booking Statistics

"The tools in Partner Central for guest relations are rewarding because they give us the opportunity to provide the best service to our guests."

Stephanie C.

Director Leisure Sales & Marketing

MGM Resorts International

FAQs

Check out this great overview video on how guest reviews work on the Expedia Group sites. Reviews will appear first on the booking website (e.g. Hotels.com or Expedia.com) and after 90 days they’ll display across all the sites in our marketplace.

Yes! Discover more about Guest Insights in this article. You’ll learn about identifying potential revenue growth opportunities from specific countries and how you can target travelers from that location with TravelAds or promotions. 

Absolutely. Tips for acknowledging guest concerns during their stay and for responding to poor reviews are both available. In-house Feedback is always private while post-stay reviews, once vetted, will be available to other travelers. Graciously acknowledging less than glowing feedback and perhaps sharing how you’ve remedied the issue will help you actively manage your online reputation.

 

We would love that.  Use these step-by-step instructions to download and use our Guest Review Widget on your site.

Our easy-to-use platform, Partner Central, will be the primary location for managing reservations, loading inventory, changing rates and keeping your listing up to date. Many partners opt to use a connectivity provider to link our systems and automatically perform daily tasks. They log in to Partner Central to leverage our more advanced tools including competitive set analysis, real-time market pricing and other marketing programs. If you have any problems, our local teams are ready to help.

Yes. Expedia Group partners have access to a suite of tools and data insights that help you develop and execute a profitable revenue management strategy. We're constantly innovating and publishing best-practice guidance to support your success.

An online travel agency (OTA) is a key part of your distribution strategy. If your goal is to reach more travelers and attract those who will be happiest at your property, an OTA can help.

At Expedia Group the breadth of our travel supply attracts travelers who are researching, planning and booking travel. They often plan far in advance, stay longer at your property and spend more. In addition to helping you fill your rooms, we provide tools and market insights to help you provide outstanding guest experiences and grow your business.

We are one of the world’s leading travel marketplaces, with an extensive brand portfolio that includes both globally recognized and locally relevant travel brands, including Expedia, Hotels.com, Orbitz, Travelocity and more. Learn more in our About Us section.

No. To keep your workload to a minimum, we automatically email the guest to confirm the reservation.

You can easily cancel a reservation on behalf of a guest in Partner Central. If a cancellation fee applies, you can charge the linked Expedia Virtual Card on the cancellation date.

Yes. The Messages tool in Partner Central allows communication with guests before they arrive and we're happy to include check-in instructions with your property listing. 

As an Expedia Group partner, you choose how you want to accept guest payments. Options include leveraging our secure payment processing to have travelers pay online when they book and charging an Expedia Group issued virtual credit card for payment at check-out. You can also have guests pay you directly at check-out and compensate Expedia Group.

To appeal to the broadest number of travelers, you can choose to offer both options and let the guests decide what's best for them.

It isn't a problem if your property doesn't accept credit cards. We'll make sure your listing communicates how you accept payment (cash, check, credit card, etc.) so travelers are prepared when they arrive. We'll confirm with you in a call to welcome you to the Expedia Group family.

In addition to providing an easy-to-use and secure experience for travelers to book your rooms, Expedia Group invests heavily in advertising, digital marketing and social media promotion to attract consumers from around the world to your market and individual property.

We are constantly mining our data for insights and emerging travel trends so we can both innovate and develop the best set of free and robust tools that enable you to grow your business. We also operate traveler and partner support centers to help solve the sticky logistical issues that inevitably arise when people set out to explore the world.