Hotels.com review management · Travel & Accommodation

How to get Hotels.com reviews and respond to them

Hotels.com is a booking site focused squarely on accommodation, where travelers who already know their destination compare hotels on rating, price, and loyalty rewards. Its verified guest reviews appear on every property page, and the review score is often what separates two similar hotels on the same street.

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Inbox · The Harbor Inn4.6 ★ · 127 reviews
Replying to Maria K. on Google ✦ AI draft
Post to GoogleEdit

Collect, reply and get new reviews on 100+ sites

Why Hotels.com reviews matter for hotels, rentals and travel businesses

Shoppers on Hotels.com have usually narrowed down to a city and a budget and are reading reviews to make the final call between a few options. Because reviews come from verified stays, a recent low-scoring comment about a broken air conditioner or a dirty bathroom is believed, and if it sits unanswered the reader assumes nothing was done. Reviews written on Hotels.com can also surface on other Expedia Group sites.

Monitor

Every Hotels.com review in one inbox

Paste the public URL of your Hotels.com profile under Track Reviews, Review Sources. Reviewshake shows the URL format it expects, and syncing starts as soon as the source is saved.

Reply

AI-drafted replies in your tone

Hotels.com does not allow replies to be posted through third-party software, so Reviewshake drafts the reply with AI in your tone and gives you a one-click link to the exact Hotels.com page where it is posted. Copy, paste, done. The reply is still logged against the review in your inbox so nobody answers it twice.

How to respond to Hotels.com reviews

Hotels.com readers are comparing a shortlist, so a reply that acknowledges the issue in one line and explains the fix in the next does more than an apology paragraph. Reply through Expedia Partner Central, address the guest's specific complaint, and avoid templated wording, because repeated phrasing across reviews is easy to spot on a hotel page.

  • Reply to every review, positive ones included; readers notice the pattern, not the single reply.
  • Use the reviewer's name and one specific detail so it cannot read as a template.
  • For negative reviews: acknowledge, state the fix, take it offline. No arguing in public.
  • Keep replies in one place so nobody on the team answers twice or misses one.

See how this fits the rest of the workflow for hospitality.

Replying to a Hotels.com review · AI draft

Thank you for taking the time to write this. We're glad the visit went well and we've passed your note on to the team. We'd love to see you again.

Edit · Open on Hotels.com to post

How to get more Hotels.com reviews

Ask every customer after the visit, by email or SMS, with one reminder. The request links to a review landing page that can send people to Hotels.com first, and a QR code covers the customers who never open email. Customers come in from a CSV, Zapier or the API, so nobody has to remember to ask.

Campaign · After visitLast 30 days
0
requests sent
0
reviews posted
0
conversion
Dan Reyes added from SquaresquareTue 14:02
Request sentsmsThu 10:00
Opened · tapped 👍 Good experienceThu 10:14
Review posted on Google ★★★★★Thu 10:19
Reply drafted and postedThu 10:21

Show your Hotels.com reviews where buyers are looking

Put the best Hotels.com reviews on your website with a carousel, grid or badge, filtered to Hotels.com or mixed with Google and Facebook, with rich-snippet markup so stars can show in search results. Share the good ones to social in one click.

harborinn.com
Harbour-view rooms since 1982
reviewshake widget
4.6★★★★★from 127 reviews on Google and Facebook

See the Hotels.com trend, not just the latest review

Rating trend, volume and sentiment by site and location, with Hotels.com next to every other site you are listed on. A monthly report, white-labelled for agencies, and an email alert the moment a negative Hotels.com review is imported.

Rating trend · The Harbor Inn12 months
5.04.54.0 4.6 now NovAprOct
Google
4.7 · 86
Facebook
4.5 · 24
Healthgrades
4.2 · 17

Reviews on G2

What customers say

“We can access all our customer feedback in one place, we can easily show off our good reviews on our website and across socials.”

Brad C.
Brad C.Director · 5/5 on G2

“ReviewShake's interface is clean and intuitive. I found it quite easy to set up a widget for my website and the reporting is clear.”

Armand G.
Armand G.Owner · 4.5/5 on G2

“A well-designed app that does what it is meant to do, increases quality reviews and reduces the negative ones. Easy to learn interface and it can be set up to work in the background.”

Jeffrey T.
Jeffrey T.Owner, Professional Photographer · 5/5 on G2

Questions

About Hotels.com reviews in Reviewshake

How does Reviewshake collect Hotels.com reviews?

Paste the public URL of your Hotels.com profile under Track Reviews, Review Sources. Reviewshake shows the URL format it expects, and syncing starts as soon as the source is saved.

How often are Hotels.com reviews imported?

New Hotels.com reviews are imported every 12 to 24 hours depending on the source, and you get an email alert for each new or negative one. Historical reviews are imported when you first connect the profile.

Can I reply to Hotels.com reviews from Reviewshake?

Hotels.com does not allow replies to be posted through third-party software, so Reviewshake drafts the reply with AI in your tone and gives you a one-click link to the exact Hotels.com page where it is posted. Copy, paste, done. The reply is still logged against the review in your inbox so nobody answers it twice.

Can I ask customers for Hotels.com reviews?

Yes. Review request campaigns by email and SMS send customers to a review landing page that can point to Hotels.com alongside Google and Facebook, so you decide which site gets asked for next. Requests go to every customer; no gating, no incentives.

Does this work for an agency managing Hotels.com reviews for many clients?

Yes. Agency plans are fully white-labelled: your domain, your logo, your sender email, and a separate Hotels.com source per client location, with monthly reports under your brand.

Are Hotels.com reviews from real guests?

Yes. Hotels.com invites reviews from travelers after a completed stay booked through the site, so reviews are tied to verified bookings.

How do I respond to a Hotels.com review?

Hotels.com responses are handled through Expedia Partner Central, which covers Expedia Group brands. Reviewshake brings Hotels.com reviews into your inbox, drafts a reply, and links to the reply page.