Expedia.com over the years has built up a substantial collection of verified hotel reviews from guests who booked a stay through the online travel agency, and now it is offering hoteliers a tool designed to head off negative reviews that could be posted on Expedia sites and elsewhere.
After guests arrive at a hotel they receive an email or app notification asking them three questions: “How was your check in?;” “How is your room?” and “Are you happy with the location?”
The new mobile-oriented Real Time Feedback tool, which Expedia touts as a response to hoteliers “who wanted more support in securing positive hotel reviews,” enables guests to reply to these questions with answers such as “I didn’t have towels in my room.”
