Expedia Collaborates With Hotels to Counter Negative Guest Reviews
Skift Take
It is interesting that Expedia touts the new feedback tool for hoteliers as a way to discourage negative reviews instead of as a means for improving customer service. There is something wrong with the juxtaposition.
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?"
