Expedia launches guest sentiment feedback tool for hotel partners

Expedia launches guest sentiment feedback tool for hotel partners

Expedia has launched a new customer sentiment analysis tool for hotels called Guest Review Insights.

The leading global OTA said the service will enable hotels to manage and improve their online reputation and attract more travellers while maximising guest experiences on property.

Benoit Jolin, vice president, lodging product at Expedia, said: “We’re constantly developing our platform to best meet partner needs, which in this case, is helping hoteliers make the most of guest feedback and drive action accordingly for the most impact and highest return.

“By providing intelligent review insights, hotels are more informed and in a better position than ever to manager their online reputation.”

Expedia says while reviews are valuable to hotels, extracting actionable insights from them can be time consuming and costly.

It adds this leaves many hotels without a complete understanding of what guests think about their property.

With 53% of travellers not committing to a booking until they read reviews, according to Phocuswright, assessing customer feedback is vital.

Guest Review Insights offers aggregated and competitor analysis and allows hotel operators to identify trend and discover which amenities are most favoured and critiqued.

The service is available through Expedia PartnerCentral, the Company’s self-service partner portal. Initial rollout is underway to English speaking properties in early 2017.


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