Online reviews are the backbone of your hotel’s reputation. Whether you manage an independent property or a large hotel group, you already know how important it is to appear and perform, across different booking platforms.

In this article, we focus on one of the biggest: Expedia. Expedia Group powers major travel sites like Expedia, Hotels.com, Vrbo, and Orbitz, giving it one of the largest global travel audiences.

Reviews on these platforms shape traveler decisions long before a booking happens. In fact, 97% of travelers read reviews before choosing where to stay, and according to Expedia Group’s own 2025 Traveler Value Index, 75% are even willing to pay more for lodging with better reviews. Every thoughtful reply does double duty: it reassures past guests and convinces future ones.

If that wasn’t reason enough to keep your reputation management sharp, there’s now another layer to consider. Travel planning itself is changing fast. A 2025 survey found that 40% of global travelers have already used AI-based tools to plan their journeys, and 62% are open to using them in the future. 

Reflecting that shift, Expedia and Booking.com recently integrated directly into ChatGPT, allowing travelers to plan trips through AI-powered conversations that surface real-time listings, reviews, and even management replies.

In this new landscape, your online reputation doesn’t just influence what guests see on Expedia, it also shapes how your property appears in emerging AI-driven booking experiences. Your hotel’s reviews and responses are key signals for visibility in these next-generation travel searches.

That’s why we’ve put together 15 Expedia review response examples to help you strengthen trust, manage feedback effectively, and boost your performance, both on Expedia and within emerging AI-powered travel searches.

Why does replying to Expedia reviews matter?

Replying to Expedia reviews matters because it improves visibility, builds trust, and directly influences booking decisions. When travelers see thoughtful management responses, they feel more confident choosing your property over others.

This influence is only growing. With the October 2025 integration of Expedia and Booking.com into ChatGPT, travelers can now plan trips through AI chat interfaces that surface real-time Expedia listings and guest reviews. Properties with strong, well-managed reviews and professional replies are more likely to appear and be recommended in these new conversational searches, making response quality a visibility factor not just within Expedia, but across emerging AI-driven booking channels.

• Higher search rankings:.According to Expedia, reviews and management responses influence property visibility in search results. Hotels that rank within the top 10 on Expedia and Hotels.com capture 62% of clicks and as platforms like ChatGPT begin surfacing Expedia listings in conversational searches, this visibility advantage will only grow.
  
• Influence beyond the reviewer: A single reply is read not only by the guest who left the review but also by many future travelers deciding where to book.
  
• Signals ongoing improvement: Addressing concerns shows that guest feedback leads to real action, reassuring travelers that quality is taken seriously.
  
• Creates repeat business: Guests who feel acknowledged are more likely to book again, turning one stay into a lasting relationship.
  
• Amplifies across channels: Replies can be seen outside Expedia too, often shared on social media and review aggregators, further shaping your reputation.

What makes a good Expedia review response?

A good Expedia review response is timely, professional, and personal. It shows that you value guest feedback, take concerns seriously, and care about improving the experience for future travelers.

Respond quickly
Aim to reply within 24 to 48 hours. Timely engagement shows attentiveness and increases traveler confidence. Industry research shows that properties replying within 24 hours reach an average occupancy rate of 53.3%, compared to 39.5% when responses take longer. Quick replies not only improve guest perception but also have a measurable impact on business performance.

Be professional and courteous
Your public reply reflects your brand. Use polite and respectful language, even when handling critical feedback.

Acknowledge and address experiences
Thank guests for positives and be transparent about negatives. If improvements are being made, state them clearly.

Be consistent
Make replying to reviews a routine. Properties that respond regularly to reviews are perceived as more trustworthy and proactive. According to Expedia’s own guidance and research, consistent review management supports stronger visibility and performance on their marketplace, making it an essential habit for long-term success.

Positive Expedia review response examples

Example 1: General praise

A guest leaves a short review with a high score, like “Nice hotel.”

Response Example:

“Thank you for sharing your experience.We are glad you enjoyed your stay and appreciate your kind words. Every bit of feedback helps us stay focused on delivering memorable stays, and we hope to welcome you again soon.”

Why it works: Even short reviews get a meaningful acknowledgment, showing attentiveness.

Example 2: Highlighting “Liked” categories

Case: A guest leaves an overall score with no long comment, but Expedia shows Liked: cleanliness, staff & service.

Response example:

“Thank you for your positive rating and for highlighting our cleanliness and staff service. We are glad these aspects made a difference during your stay, and we will continue focusing on providing this level of comfort and care. We look forward to welcoming you again.”

Why it works: Even without a detailed written review, you can personalize your reply by referencing the “Liked” categories Expedia displays. This shows attentiveness to guest feedback and reinforces your property’s strengths.

Example 3: Celebrating special occasions

A guest mentions they stayed for an anniversary or birthday.

Response example:

“Dear [Guest Name], we are honored you chose our property to celebrate such a special occasion. Knowing your stay was memorable means a lot to us. We hope to welcome you back for future celebrations.”

Why it works: Acknowledging milestones creates an emotional connection and positions your hotel as part of their special memories.

Example 4: Recognizing loyalty through Expedia’s One Key program

A guest mentions being a One Key member or highlights using rewards for their booking.

Response example:

“Thank you for your review and for choosing to stay with us through One Key. We are delighted your experience met expectations and look forward to welcoming you again on a future trip.”

Why it works: Loyalty members often book repeatedly on Expedia. Acknowledging their membership builds goodwill and encourages repeat stays.

Example 5: Compliments about staff

A guest highlights how helpful or friendly the staff were.

Response example:

“Dear [Guest Name], thank you for your kind words about our team. It is wonderful to hear that their efforts made a positive difference during your stay. We will be sure to share your feedback with them, as recognition like this truly motivates us to keep delivering warm hospitality.”

Why it works: It goes beyond a generic thank you by acknowledging the team as individuals, which adds sincerity and strengthens trust with future guests.

Example 6: Personalize with the guest’s name

Personalizing your response with the guest’s name turns even a short review into a meaningful exchange.

Response example:

“Hello [Guest Name], thank you for your kind words. We truly appreciate your feedback and are happy to know you enjoyed your stay. It was a pleasure hosting you, and we hope to welcome you back soon.”

Why it works:
Whether the review is brief or detailed, addressing the guest by name transforms a simple thank-you into a personal acknowledgment. It shows attention to detail and makes the guest feel individually valued, which helps build stronger connections.

Negative Expedia review response examples

Example 7: Acknowledge the disappointment

Guest leaves a low overall score with a vague comment like “Not what I expected.”

Response example:

“Dear [Guest Name], we are very sorry to hear that your stay did not meet expectations. This is not the impression we want to leave, and we sincerely apologize for the inconvenience.”

Why it works: A direct apology shows empathy and professionalism. Even without much detail in the review, this type of response shows accountability and respect.

Example 8: Address a disliked category

Guest leaves Disliked: staff & service or Disliked: cleanliness.

Response example:

“Dear [Guest Name], thank you for sharing your feedback. We are sorry that [specific issue, e.g., staff service] did not meet expectations. Your comments have been shared with our team, and we are taking steps to improve. We hope to provide you with a much better experience in the future.”

Why it works: Expedia makes “Disliked” categories visible, so addressing them directly shows you paid attention to what mattered most to the guest.

Example 9: Invite a second chance

Guest says the stay was overpriced or disappointing overall.

Response example:

“Dear [Guest Name], we regret that your stay was not as enjoyable as it should have been. We would value the opportunity to make it right. If you decide to return, please contact us directly so we can assist with your booking and ensure a smoother experience.”

Why it works: Extending an invitation builds confidence that this was not a typical stay and shows commitment to service recovery.

Example 10: Ask politely for more details

Guest leaves a low score without an explanation, or only a generic comment.

Response example:

“Dear [Guest Name], thank you for sharing your review. We are sorry your stay did not fully meet expectations. If you would be open to it, we would appreciate more details about your experience so we can address it properly and make improvements.”

Why it works: Many Expedia reviews are brief. Asking for more input shows openness to learning and creates a chance to resolve issues.

Neutral Expedia review response examples

Example 12: When a review shows both Liked and Disliked

Guest gives a 7/10 with Liked: staff & service and Disliked: breakfast.

Response example:

“Dear [Guest Name], thank you for highlighting our staff and service. We are glad they made a positive impression. We are also sorry the breakfast did not fully meet expectations. Your comments have been shared with our kitchen team as we continue to improve.”

Why it works: Addressing both sides of a review directly matches Expedia’s format. It demonstrates attentiveness and shows potential guests that praise is celebrated while criticism is acted upon.

Example 13: When details are minimal

Guest leaves only a mid-range score, such as 7/10, with little comment.

Response example:

“Dear [Guest Name], thank you for sharing your rating with us. Every piece of feedback matters, and we would love the chance to make your next stay even more enjoyable. We look forward to hosting you again.”

Why it works: Even without details, acknowledging the review signals attentiveness. It reassures future guests that all feedback, detailed or not, is valued.

Example 14: Highlight what went well first

Guest leaves a short comment such as “The staff was friendly, but the room was small.”

Response example:

“Dear [Guest Name], we are very pleased that our team made you feel welcome. At the same time, we are sorry that the room size was not ideal for you. Your comments will be taken into account as we continue to refine the guest experience.”

Why it works: Starting with the positive sets a respectful tone, while still showing you take the not-so-positive point seriously.

Example 15: Emphasize willingness to improve

Guest comments that the stay was “fine overall” but mentions one area for improvement.

Response example:

“Dear [Guest Name], thank you for sharing your honest feedback. We are glad to know your stay was comfortable overall, and we appreciate your note about [specific issue]. We are committed to making improvements and hope you will notice the difference on your next visit.”

Why it works: This approach communicates openness to change, which makes both the reviewer and future guests feel heard and valued.

Respond to Expedia reviews faster with Customer Alliance

Customer Alliance is directly integrated with Expedia, as well as other platforms like Google, Booking.com, and HolidayCheck. That means you can see and respond to every review in one place through the Review Stream, instead of switching between different portals. This keeps your responses consistent and ensures no guest feedback is overlooked.

Inside the platform, you can also use AI Reply, a built-in functionality that creates personalized drafts in your brand voice. This allows you to reply faster without sounding generic. For recurring situations, you can save response templates to keep your tone consistent across the team. Drafts can also be stored and reviewed by colleagues before publishing, making collaboration simple and efficient.

Find hidden growth potential in your guest feedback in seconds

Once reviews are under control, the next step is using them strategically. With Customer Alliance, you can go beyond replies by running targeted guest surveys to understand specific parts of your service, such as the restaurant, spa, or housekeeping.

You can also leverage AI Insights to analyze feedback from Expedia, Google, Booking.com, and other portals. Instead of reading through every review manually, you’ll see grouped themes at a glance — from what guests praise most to recurring points of criticism. This makes it easy to identify patterns, adjust operations, and uncover new growth opportunities.

By combining faster responses with actionable insights, Customer Alliance helps hotels strengthen their reputation, improve guest experience, and turn feedback into measurable results.

As AI-driven tools like ChatGPT start connecting directly to Expedia and Booking.com, hotels that actively manage and respond to reviews will be better positioned to stand out in these next-generation travel searches. Combining timely responses with smart insights ensures your property remains visible wherever travelers start their journey.

👉 Curious to see how Customer Alliance can support your hotel’s reputation and feedback strategy? Book a free demo today.