Guest Relations

Start the conversation

The Value of Guest Engagement

Guests who are fully engaged during their stay tend to spend more and are more likely to come back. Recognizing the value of guest engagement we have built a powerful set of tools in Expedia® PartnerCentral to help you proactively manage your guest relations, be unique among your local competitors and help grow your business in the Expedia Marketplace. Engage with your guests throughout their stay to help manage their experience, then easily monitor your property rating across Expedia group websites. Leverage actionable insights to improve your online reputation, attract more travelers, and enhance guest experience at your property.

Before their stay

Open the lines of communication by reaching out to guests once they have booked their stay.

During their stay

Discover potential issues while guests are on-site and you can help turn things around.

After their stay

Close the loop once guests leave and get actionable insights to enhance guest experience.

EPC Conversations

Start the conversation with guests after they book.

EPC Conversations is a guest communication platform that can help you provide a unique and personalized travel experience for your guests. Use it to deliver custom welcome messages, provide check-in details, and respond to guest requests.

Create first impressions and set guest expectations

Drive incremental revenue and repeat bookings

EPC Conversations

Start the coversation with guests after they book.

EPC Conversations is a guest communication platform that can help you provide a unique and personalized travel experience for your guests. Use it to deliver custom welcome messages, provide check-in details, and respond to guest requests.

Create first impressions and set guest expectations

Drive incremental revenue and repeat bookings

%

more is spent by guests

Fully engaged guests spend 41% more than disengaged guests.

Gallup, 2014 Hospitality Industry Study

%

MORE LIKELY TO RETURN

Engaged guests are 40% more
likely to come back.

Local Measure, 2016 APAC Hotel Study

Real-time Feedback

Discover potential issues in-stay and turn the experience around.

Real-time Feedback allows you to discover guest feedback during their stay; in order to help resolve any issues while they are still on-site. Receive alerts when guests submit feedback, then take action to ensure a positive experience.

Identify and resolve guest concerns during their stay

Influence and help improve post-trip guest reviews

MILLION RESPONSES

Over 20 million Real-time Feedback responses received since launch.

Expedia, Inc. 2017

%

HIGHER REVIEW SCORE

Properties that respond to Real-time Feedback see
post-stay review scores up to 10% higher.

Expedia, Inc. 2016

Guest Reviews

Proactively manage your online reputation and attract more travelers.

Identify reviews that require attention and thank guests for staying with you through post-trip Guest Reviews. Easily monitor your property rating across Expedia group websites based on categories like cleanliness, service, and comfort.

Improve your online reputation

Attract more travelers to your property

Guest Reviews

Proactively manage your online reputation and attract more travelers.

Identify reviews that require attention and thank guests for staying with you through post-trip Guest Reviews. Easily monitor your property rating across Expedia group websites based on categories like cleanliness, service, and comfort.

Improve your online reputation

Attract more travelers to your property

%

OF TRAVELERS

Find user reviews important when considering a hotel.

Statistic Brain, 2017 Online Travel Hotel Booking Statistics

%

OF TRAVELERS

Agree an appropriate response to a bad review
“improves my impression of the hotel”.

PhoCusWright, 2013 Independent Study for TripAdvisor

Guest Engagement

We sat down to talk guest engagement with Stephanie Cloud, Director Leisure Sales & Marketing at MGM Resorts International.

What Our Partners Are Saying

Real-time Feedback provides an opportunity to identify and address concerns at the time it matters most, when guests are onsite and we can influence their stay. 

ANJA S.
Revenue Manager, Andel’s by Vienna House Berlin

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