How to report negative reviews on Expedia

Why negative reviews on Expedia are important

Expedia is one of the most widely used booking platforms in the world, and guest reviews can directly influence future bookings. This is why timely and strategic action is critical.

Monitor reviews consistently

The first step in defending against negative reviews is to monitor them regularly. This allows you to spot false or defamatory ones early and take action before they cause irreparable damage.

• Monitoring tools:

  use tools such as Google Alerts or hotel-specific software to receive notifications whenever your hotel is mentioned online. Alternatively, you can choose to keep on top of things by using review management software such as Rebyu, which I will tell you about later!

• Expedia Partner Central:

  if you are registered on Expedia Partner Central, you can access a dashboard that allows you to monitor all reviews in real time.

Monitoring reviews means not only looking for negative ones, but also identifying any recurring problems that may need structural intervention. In fact, you may notice recurring issues that need to be acted upon with an action plan and specific training of your staff.

Need to report a negative review on Expedia? Here's how.

If a review is false, defamatory or violates Expedia's guidelines, you can report it to request its removal. Here is a detailed guide on how to do so:

Step 1: Contact Expedia Customer Service.

Expedia offers dedicated customer service to handle disputes related to reviews. You can contact them in several ways:

• Telephone: call the dedicated number for your country. For example, for Italy, you can contact +39 02 91483700.
• E-mail: send an e-mail to customer service, explaining in detail why you think the review should be removed.
• Online Chat: If available, use real-time chat to speak directly with an operator.

Step 2: Fill out a dispute form.

Expedia may require you to fill out a specific form to report inappropriate reviews. This form will ask you to provide:

• The link to the review in question.
• A detailed description of why you believe the review violates Expedia's guidelines.
• Any evidence to support your claim (e.g., screenshots, e-mails, or documents proving the unfoundedness of the review).

What reasons are acceptable for requesting the removal of a review?

Expedia does not remove reviews simply because they are negative. However, there are some valid reasons why a review may be removed:

•  Defamatory or libelous content: if a review contains false or defamatory statements that damage your hotel's reputation, you can report it.
• Infringement of property rights: reviews that include copyrighted or trademarked material without permission.
• Obscene or offensive language: Expedia does not tolerate reviews that include profane, obscene or offensive language.
• Commercial content: Reviews that include logos, brands, or any other content intended for commercial purposes.
• Inaccurate information: If a review contains false or misleading information, it may be flagged for removal.

Step 3: Contact the market manager to expedite the process.

Requests to remove reviews can take some time. To expedite the process, you may want to contact Expedia's Accommodation Services team or your regional Market Manager directly through Expedia Partner Central. This can help you get a faster and more personalized response!

Legal action for defamatory reviews

If a review is particularly serious and defamatory, you may consider legal action. Here are the main options:

• Legal Warning: send a warning to the review author or platform to request removal.
• Action for Defamation: if the review contains false and offensive statements, you can take civil or criminal action.
• Compensation for damages: In extreme cases, you can claim compensation for the economic and moral damages suffered.

Always seek the advice of a specialized lawyer to assess the feasibility and advisability of legal action!

If you cannot delete the review, respond strategically.

Even if you can't get the review removed, responding in a polite and professional manner can help mitigate the damage. A well-structured response shows prospective guests that you care about their feedback and are willing to improve. A timely and well-structured response can make all the difference. Here are some tips for responding effectively:

• Thank the host

  Show appreciation for feedback, even if negative.

• Recognize the problem

  If the complaint is legitimate, admit the error and explain how you intend to resolve it.

• Offer a solution

  Suggest a concrete gesture, such as a discount for a future stay or a free upgrade.

Sample response:

"Dear [Guest Name], Thank you for sharing your experience. We are very sorry that your stay did not meet your expectations. We are already working to improve [specify problem] and look forward to having you as our guest again to offer you a better experience."

If you need additional sources of inspiration, in this article you will find 25 possible responses you can give to a negative review.

Don't have time to answer properly? try Rebyu!

Managing reviews can be challenging, especially if you have a busy hotel. If you don't have the ability to do it yourself, or simply need a hand in creating engaging and persuasive responses, you can try Rebyu, the software that responds to your guests' reviews in an intelligent and humane way. You can try it for free for 7 days here.

Promote positive reviews

Ask satisfied customers to leave positive reviews. This helps balance out the negative ones and maintain a good online reputation. You can do this with a follow-up e-mail after the stay or a simple invitation to the front desk.

Conclusion

Defending yourself against negative reviews on Expedia is not only possible, it can also become an opportunity to improve your online reputation. Remember: every feedback is an opportunity to grow. Follow these tips, keep a positive attitude and you will see that negative reviews will no longer have the power to scare you.

And if you need a technological ally, Rebyu is always there to make it easy.