When Using Hotel Rates From Expedia Or Booking Means Inferior Service

Adding hotel content from online travel agencies to corporate travel systems seems like a way to enhance trust in company programs. But it presents problems.

When booking such rates travelers may not earn points or elite status perks like upgrades. They face stricter rules for changes or cancellations. Other downsides can include unfavorable room assignments and poor customer service. After the stay, travelers may have problems chasing down billing folios.

Many industry constituents are caught up in the tense relationships between hotel chains and OTAs . . .

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Author: David Jonas

David Jonas in 2006 co-founded business media firm ProMedia.travel after ten years as a journalist with Business Travel News. David rejoined BTN in 2010 as executive editor when its parent company acquired ProMedia, and in 2014 co-created The Company Dime. David has a bachelor's degree in communications from Cornell University.

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Ted Perlstein
Advisor

OTA rates are the shiny objects of business travel management … incredibly distracting and can seem attractive at first glance, but as with everything, the devil is in the details. If we as an industry are going to provide these options to clients, we need to have very clear signage that points out the good, the bad and the ugly. Ultimately it’s an education play. Whoever provides the clearest information will also deliver the most value to their clients.