Hotels.com to offer Feefo reviews
Customers using the one of the world’s largest hotel booking websites will now be able to gain access to verified consumer ratings of its services and provide their own reviews as a result of an agreement between Hotels.com and the global feedback engine Feefo.
Excellent customer service is a priority for Hotels.com, explained John Robinson of Hotels.com. “Using the Feefo service will enable us to listen even more closely to our customers so that we can ensure their experience in finding and booking hotels on Hotels.com is as smooth and seamless as possible,” he said. “By emailing customers the day after they have booked with us, we can find out any issues they might have experienced with our service and respond as quickly as possible.”
“Collecting customer reviews using Feefo will also enable us to show other potential customers the high levels of customer satisfaction we have earned and that we are committed to delivering a high quality experience,” he added.
“We’re extremely pleased to have Hotels.com using our service” said Andrew Mabbutt, Managing Director of Feefo. “We have excellent relationships with the biggest names in the industry, and Hotels.com is the latest to trust us with providing genuine reviews. The 90 per cent Feefo service rating that Hotels.com has earned displays how committed they are to providing an efficient, transparent solution for consumers looking to research and book accommodation for leisure and business trips. Feefo is delighted to be a part of this process.”
Feefo provides ratings and reviews on behalf of merchants, verified by sales transactions to ensure that only those that have genuinely done business with a company are invited to leave feedback. This is a service that has come under particular scrutiny recently due to the scale of fake, or heavily-mediated reviews on unregulated review platforms being revealedii. Many of the biggest names in the travel industry have acted on this matter, by implementing the award-winning Feefo platform to provide genuine, consumer-trusted reviews that are easily visible and high-ranking in search engines.