Guest experience factors

From booking to check out, every touchpoint with your guests informs their trust in you — and in our marketplace — which is why the guest experience you provide impacts your visibility on our booking websites. See how our tool surfaces ways you can go above and beyond for guests.

Best for:

All properties

Used for:

Understanding different elements of your guests’ experience

Benefits:

Identify ways to provide better guest experiences, improve your sort order

Overview

Part of our new search and sort factors, the guest experience factors measure different aspects of your guests’ interactions with your property. The better guest experience you provide, the higher your visibility and sort order can be on our travel booking websites.

The guest experience factors:

  • Show you what areas of your guest experience are your strengths — and what areas could be improved
  • Monitor your relocation and refund rates
  • Provide suggestions for how to improve your guest experience and guest reviews

Sign in to Partner Central to learn more about your guest experience.

How it works

The guest experience factors look at recent guest rating and review data to measure what guests love about your property and what opportunities there are for improvement.

The guest experience factors assess your:

  • Relocation and refund rates to measure how often your guests encounter preventable issues with their reservations
  • Staff and service reviews to understand how your guests perceive the level of service at your property
  • Amenities and cleanliness reviews to see whether your property and its rooms meet traveler expectations
  • Overall property rating to show how your guests have rated their general stay experience

We continuously explore new signals and will add more factors over time.

Sign in to Partner Central to learn more about your guest experience.  

 

When booking travel, 1 in 2 travelers say that it is important for them to trust that a travel provider will deliver on their promises.

Expedia Group, April 2022

 

28% of travelers said that they have left a negative review for a travel provider if the service or experience they paid for was not provided or did not meet their expectations.

Expedia Group, April 2022

How can you enhance the guest experience?

In addition to recommendations in Partner Central, the below resources can help you go above and beyond for guests, which, in turn, can help improve your sort order.

FAQs

Guest reviews are one of many factors we look at to understand what properties provide great guest experiences. For these factors, we look at your average rating across time and give recent reviews higher importance and older reviews lesser importance, so that with every effort you make to improve you’ll see an impact sooner.

These guest experience factors are displayed in search and sort factors in Partner Central. Starting August 2022, guest experiences will play a greater role in where your property appears in search results. Learn more about guest experience and search and sort factors in this article.

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.

The detail you share about your property – types of amenities, services, policies, and proximity to popular sites – is used when travelers narrow a search to find an accommodation that meets their specific needs. Excellent photos and information about your surroundings help travelers imagine staying with you and prompt them to book their stay.

Thorough, accurate, and engaging listing content ensures travelers have the information they need to make a booking decision. Your focus providing a great experience for travelers, from planning through stay, helps your property appear higher in search results and gives you more visibility with travelers. Read more about how your listing content impacts your sort order here.

Read our article: “6 tips to improve your property listing”.

For more property-specific tips, review the recommendations in Content Score in Partner Central. Your Content Score confirms you have crafted a high performing listing for our websites and allows you to compare the quality of your content to comparable properties in your market.

From the booking experience to the stay itself, the experience you provide guests determines your visibility and performance in our marketplace. See the search and sort factors that impact your sort order here.

Learn how to avoid guest relocations in Partner Central. To eliminate same-day arrivals, consider setting a booking cutoff restriction to specify how many days in advance a guest must book before check-in. Read more on how to do this here. Always remember to close room types that are not available for booking and update your properties status to indicate unexpected closures.

You can make updates to your comp set every 15 days to keep pace with changes in your market.

Steps for customizing your competitive set are available here. 

Your search and sort factors in Partner Central show you factors that contribute to your offer strength. Our tool alerts you to missing information, rate discrepancies, and more, so you can rest assured you are putting your best foot forward with guests and improving your placement in sort. Learn more about search and sort factors here.

We can help you save time in so many ways. For example, you can bulk upload room inventory and availability to quickly make updates across multiple room types.  Read our step-by-step instructions to learn more. You could also consider getting connected to automatically update your property’s rates and availability across all of the travel sites you work with. Read more on how to do this here

We're 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.

Welcome! Thank you for joining Expedia Group! Your success is our top priority. Find best-practice tips for new partners here - you'll be attracting the best guests for your property in no time!

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.