Expedia hotel responses differ slightly from the generic Expedia template in one important way: hotel guests on Expedia are often comparing properties across a wide price range and their review language reflects that — they're evaluating the experience relative to the rate they paid. This means your response needs to acknowledge the value dimension when relevant, not just the experience quality. A guest who paid a budget rate has different expectations than a luxury traveler; your response implicitly understands that context.
Dear [GUEST NAME],
Thank you for choosing [HOTEL NAME] and for taking the time to share your experience on Expedia.
[POSITIVE: We're so pleased [specific aspect: room, location, service, breakfast] was a highlight — this reflects the standard we work hard to deliver for every guest.]
[NEGATIVE: We sincerely apologise that [specific issue] affected your stay. We've reviewed this with our [team / department] and [specific action taken]. Guest feedback is how we improve and this is taken seriously.]
We hope to welcome you back to [HOTEL NAME] in the future.
Warm regards,
[YOUR NAME], [TITLE]
[HOTEL NAME]
Variations
Version 1 — Value-for-money mention in review
Dear [GUEST NAME], thank you for this — we're delighted you felt the experience represented good value. [Specific reference to what they highlighted.] We work hard to deliver quality at every price point and it's wonderful to hear this came through. We hope to welcome you back soon.
Version 2 — Amenity or facility complaint
Dear [GUEST NAME], thank you for your feedback. We're glad [positive element] was a highlight. We're sorry [facility / amenity issue] fell short of expectations — this has been reviewed with our maintenance/operations team and [action taken]. We hope you'll give us the opportunity to show improvement on a future visit.
Version 3 — Cleanliness complaint
Dear [GUEST NAME], thank you for your feedback. We're sorry the cleanliness of your room did not meet the standard you expected — this has been raised directly with our housekeeping team and [specific action taken]. We hope you'll give us the chance to show the improvement on a future stay.
Version 4 — Praise for room view or location
Dear [GUEST NAME], thank you for this lovely review — we're delighted [the view / the location] was a highlight of your stay at [HOTEL NAME]. It's one of the things we're proudest of and we're glad it came through for you. We hope to welcome you back soon.
Version 5 — Negative review, noise complaint
Dear [GUEST NAME], we're sorry that noise affected your stay — a good night's sleep shouldn't be in question and we take this seriously. We've reviewed this with our [team / operations department] and [specific action taken]. We hope to have the chance to provide a quieter, more restful stay next time.
When to use it
Use for all Expedia hotel reviews. Sign with name and title — hotel guests on OTAs expect management accountability. Response via Expedia Partner Central (EPC). See also: Booking.com hotel response template and TripAdvisor hotel response template for cross-platform consistency.
Customization tips
When a guest mentions "good value for money" or similar in a positive review, reference it back — it signals to future price-sensitive browsers that the property delivers on its price point.
For luxury or boutique hotels on Expedia: responses should match your brand positioning. If you're a 5-star property, the language should be elevated — "delighted," "honoured," "distinguished guests" rather than casual language.
Expedia's traveler reviews frequently mention specifics: room numbers, floor views, staff names. Acknowledge these when present — it signals that you track individual guest experiences, which is powerful for a platform that sees high-volume transactional bookings.
Keep responses to 100–150 words. Expedia's UI shows a truncated preview in the main listing — the key message needs to be in the first 50 words.
Should hotels have different response strategies for Expedia vs Booking.com?
Broadly similar, with nuance. Expedia's audience is heavier North American leisure; Booking.com skews more European and is larger globally. Both are OTA-first bookers who are price-conscious. Both merit management-signed responses. Expedia reviews use a 1–5 star scale; Booking.com uses 1–10. A 4-star Expedia is equivalent to roughly an 8.0 Booking.com — both are positive but not exceptional.
How quickly should hotels respond to Expedia reviews?
Within 48–72 hours for negative reviews (1–3 stars). Within a week for positive ones. Expedia tracks response rate and it's a factor in how your property is ranked and presented in search results on the platform.
Can I offer compensation in an Expedia response?
No — don't offer specific compensation (refunds, complimentary nights, upgrades) publicly. Instead: "We would welcome the opportunity to speak with you and make this right. Please contact us at [CONTACT]." The private conversation is where specific resolution happens.