Expedia Hotels.com Review Responses Hotel Review Management Reputation Management

How to Respond to Expedia & Hotels.com Reviews (Examples + Workflow)

By The Review Agent Team January 12, 2026 Updated: 2026-01-12 8 min read

Guests compare hotels across platforms. Even if Google is your main “visibility” channel, Expedia and Hotels.com reviews still shape booking decisions for many travelers.

The goal is simple: respond in a way that reassures future guests and improves operations—without sounding defensive or generic.

If you’re building a full system across channels, start here: How to Manage Hotel Reviews Across Multiple Platforms

First: where replies usually happen

Expedia/Hotels.com workflows can vary by property and portal access, and interfaces change over time. In many cases, management responses are handled in the partner portal.

If your property doesn’t have reply access for a specific source, apply the same response principles on the channels you control (Google, Booking.com, TripAdvisor) and focus on fixing recurring issues.

How fast should you respond?

A practical baseline:

1–2 stars: within 24 hours (same day if possible)
3 stars: within 48 hours
4–5 stars: within 72 hours

SOP: Hotel Review Management Process (SOP + Checklist)

The response structure that works (without sounding scripted)

Use this structure for most Expedia/Hotels.com reviews:

THANK → SPECIFIC → FIX/CLARIFY → INVITE

Thank the guest.
Reference one true detail (proof you read it).
Clarify what happened or what you changed.
Invite them back or offer an offline contact path.

Examples and templates (copy/paste)

5-star review (concise)

Thank you for staying with us and for the great review. We’re glad you enjoyed {{highlight}}. We’ll share your feedback with the team and hope to welcome you back soon.

3-star review (mixed)

Thank you for the feedback. We’re happy you liked {{positive}}, and we’re sorry {{issue}} didn’t meet expectations. We’re reviewing this with our team and working on improvements. If you’re open to it, please reach us at {{contact}} so we can follow up.

1–2 star review (service recovery)

Thank you for sharing your experience. We’re sorry to hear about {{issue}}—this isn’t the standard we aim for. We’ve escalated this internally and are addressing it with the relevant team. If you can share more details (dates/room number) at {{contact}}, we’ll investigate properly.

No-detail review (rating only / very short)

Thank you for staying with us and for your rating. We’re always working to improve—if you’re willing to share any details, we’d appreciate it and will follow up.

What to avoid (common mistakes)

arguing point-by-point
blaming the guest
overpromising (“this will never happen again”)
sharing personal data
copy/paste replies that ignore what the guest said

If you want more response examples: - How to Respond to Negative Hotel Reviews - Respond to Positive Reviews (With Examples)

A simple workflow for Expedia + everything else

For multi-platform teams, consistency beats perfection:

centralize intake (one place to see new reviews)
triage 1–2 stars first
draft with a structure + one proof detail
route risky cases to approvals
log themes for weekly ops fixes

KPI tracking: Hotel Review Management KPIs: What to Track

How ReviewAgent helps

ReviewAgent supports multi-platform review operations by helping teams:

stay consistent across channels and properties
draft replies quickly (human-edited, approval-friendly)
identify themes to drive operational improvements

If you want to see the workflow: - Try the interactive demo - Book a demo