In the world of online travel agencies, visibility is the ultimate currency. If you’ve noticed your property slipping in Expedia search results, the culprit might not be your nightly rate; there is a good chance it’s your Guest Experience Score.
Expedia’s algorithm is designed to reward properties that deliver on their promises. Why? Because happy travelers rebook, and Expedia wants to send its customers to reliable partners. To stay competitive, hotels need to understand two of the heavy hitters affecting your score: Preventable Relocations and Preventable Refunds
Preventable Relocations: The "Last Minute" Trap
A preventable relocation occurs when a traveler is moved from their booked room due to issues within the hotel’s control, such as overbooking or unannounced closures.
While any relocation hurts, timing is everything.
- The 7-Day Rule: Relocations made within 7 days of check-in carry a much heavier negative weight.
- Day-of Disruption: If a guest arrives at your desk and you have to walk them, the impact on your score is at its highest.
The Fix: Ensure your inventory is synced in real-time across all platforms. If you have a maintenance issue, block those rooms in Partner Central immediately to prevent a “preventable” mistake before it happens
Preventable Refunds: Quality is Key
Preventable refunds are triggered when a guest requests their money back due to a negative experience—think poor service, cleanliness issues, or amenities that don’t match the listing (like a “heated” pool that is ice-cold).
Because this score is based on the past year of data, a single bad month of service can haunt your visibility for a long time. However, there is a silver lining: recent actions carry more weight. Improving your service today will move the needle faster than you might think.
The Pro Tip: Auditing Your Data in Partner Central
Many hoteliers don’t realize that the data Expedia uses isn’t always set in stone. Sometimes, a refund is issued for a non-preventable reason (like a guest changing their mind despite a strict policy), or a relocation is miscategorized.
A hotel can report incorrect relocation and refund data within Expedia Partner Central. By proactively auditing your “Guest Experience” tab, you can dispute inaccuracies. If you successfully prove that a relocation or refund was not “preventable” or was recorded in error, you can see an almost immediate correction in your score.
Why You Should Care
A higher Guest Experience Score leads to:
- Higher Search Ranking: You’ll appear closer to the top of the list when travelers search for your destination.
- More “VIP Access” Eligibility: High-scoring hotels often get featured in premium programs.
- Increased Conversion: Travelers trust properties with high scores, leading to more “look-to-book” success.
- TravelAds Impact: If your Guest Experience Score falls below 40, your hotel will not be eligible to run Expedia Travel Ads until the score gets to above 40.
Summary Table: Factors at a Glance
Factor | What it Measures | Pro Tip |
|---|---|---|
Relocations | Guests moved due to overbooking/closures. | High impact if within 7 days of arrival. |
Refunds | Money returned due to service/quality gaps. | Monitor "preventable" tags in Partner Central. |
Cancellations | Rates of property-initiated cancellations. | Avoid canceling on guests to protect your rank. |
Guest Reviews | Overall sentiment from the last 12 months. | Respond to reviews to show you're active and care. |
The Bottom Line: Don’t let incorrect data or a few bad weeks of overbooking tank your visibility. Keep a close eye on your Partner Central dashboard, promptly address disputes, and focus on the guest experience to stay at the top of search results.
How has your Guest Experience Score been trending lately? Have you checked your relocation data this month?
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