Expedia made big bets on real-time services when it invested $650 million in new features last year. The investments have come to fruition, and the online travel-booking company is rolling out two new features, Real Time Feedback and Sell Tonight, in an effort to help hoteliers keep customers happy.
Real Time Feedback is an effort to decrease negative reviews. Once a traveler is checked into a hotel they booked through Expedia, the traveler will receive an email or app notification asking the guest how check-in was and if their room is satisfactory.
Once a guest offers specific feedback, such as a lack of bottled water or towels in the room, the review is sent in real time to the hotel, and workers can immediately resolve any issues.
“Our hotel partners have told us time and again that their feedback to a negative review is simply ‘I wish the guest had told us, as we would’ve corrected the issue,'” Expedia Chief Product Officer John Kim said in a statement.
The second new product, Sell Tonight, shows competitive, same-day rates in the market, and offers a channel for hotels to push out same day rate changes and availability online and through mobile apps.