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Getting startedReviews

Intro to reviews

The reviews capability is now provided by the Lodging Supply GraphQL API, and it enables lodging partners to manage property reviews. After you integrate this capability, each lodging partner can retrieve approved reviews collected on the Expedia platform after travelers check out. In addition, lodging partners can retrieve an aggregated rating for each review category and respond to reviews.

To support this functionality, the API now offers the following:

  • reviews query, which enables partners to retrieve review data including review ID, reservation ID, traveler name, Expedia property ID (EID), review title and body, review creation and update time, traveler ratings, and property manager response
  • aggregatedReviews query, which enables you to retrieve aggregated (average) ratings by Expedia brand site and review category
  • setReviewResponse mutation, which enables partners to respond to traveler reviews

In addition, a notification service (webhooks) is provided to enable lodging partners to receive real-time notifications when

  • Travelers leave a review (GuestReviewSubmitted)
  • Traveler reviews are approved (ReviewsApproved)
  • Lodging partner responses are approved (ReviewsManagementResponseApproved)
  • Lodging partner responses are rejected (ReviewsManagementResponseRejected)

To receive notifications, the partner must subscribe to notification events after you implement them.

All requests must be made over a secure connection. All response bodies, including errors, are encoded in JSON.

Note: You can download the launch kit here.

Workflow

After the reviews capability and notifications are implemented, the following workflow is possible:

  1. Traveler stay ends (checks out).

  2. Expedia solicits the traveler to submit a review.

  3. Traveler submits a review.

  4. GuestReviewSubmitted webhook notification is sent to the lodging partner. 

    1{
    2  "event_name": "GuestReviewSubmitted",
    3  "creation_time": "2025-08-04T16:02:58.978Z",
    4  "notification_id": "9c065ff3-7c21-4eef-be11-da11f543590c",
    5  "payload": {
    6    "eg_reservation_id": "5ee844ca-e753-491b-a391-be8598597259",
    7    "supplier_reservation_id": "19043678",
    8    "property_id": "82898394"
    9  }
    10}

  5. If the review is approved, ReviewsApproved notification is sent to the lodging partner. If the review is rejected, steps 2-3 are repeated. 

    1{ 
    2  "event_name": "ReviewsApproved", 
    3  "creation_time": "2025-08-06T09:12:01.382Z", 
    4  "notification_id": "0a035a4b-fdfc-46fb-bacb-ad167492f06d",
    5  "payload": { 
    6    "property_id": "82898394",
    7    "review_id": "6352c50c5049be5e9834857c",
    8    "eg_reservation_id":"5ee844ca-e753-491b-a391-be8598597259",
    9    "supplier_reservation_id":"19043678"
    10  } 
    11}

  6. Once approved, the review is available via the API and is displayed on the Expedia site.

  7. Lodging partner uses the reviews query to retrieve the review and its ID. 

    1query { 
    2  property(id: "82898394", idSource: EXPEDIA) { 
    3    reviews(pageSize: 10, filter:{reviewId: "6352c50c5049be5e9834857c"}) { 
    4      totalCount 
    5      cursor 
    6      reviews { 
    7        id 
    8        reservation { 
    9          reservationIds { 
    10            id 
    11            idSource 
    12          } 
    13          status 
    14          primaryGuest { 
    15            firstName 
    16            lastName 
    17          } 
    18        } 
    19        propertyId { 
    20          id 
    21          idSource 
    22        } 
    23        status 
    24        brandName 
    25        source 
    26        createdDateTime 
    27        lastUpdatedDateTime 
    28        title { 
    29          value 
    30          locale 
    31        } 
    32        body { 
    33          value 
    34          locale 
    35        } 
    36        starRatings { 
    37          category 
    38          value 
    39        } 
    40        isEligibleForResponse 
    41        response { 
    42          status 
    43          createdDateTime 
    44          lastUpdatedDateTime 
    45          body { 
    46            value 
    47            locale 
    48          } 
    49        } 
    50      } 
    51    } 
    52  } 
    53}

    Lodging partner can also retrieve aggregated ratings for review categories using the aggregatedReviews query.

    1query { 
    2  property(id: "82898394", idSource: EXPEDIA) { 
    3    aggregatedReviews(filters: {brandNames: [EXPEDIA]}) 
    4    {
    5      brandsWithScores {
    6        brandName
    7        categoriesWithScore {
    8          category
    9          value {
    10            reviewsCount
    11            score
    12          }
    13        }
    14        totalReviewsCount
    15      }
    16    }
    17  }
    18}

  8. Lodging partner responds to the review using the setReviewResponse mutation. 

    1mutation { 
    2  setReviewResponse(  
    3    propertyId: "82898394", 
    4    propertyIdSource: EXPEDIA, 
    5    reviewId: "6352c50c5049be5e9834857c", 
    6    body: { 
    7      value: "Thank you very much for the generous review.",  
    8      locale: "en-US" 
    9    } 
    10  ) { 
    11    createdDateTime 
    12    status 
    13    body { 
    14      value 
    15      locale 
    16    } 
    17  } 
    18}

  9. If the response is approved, ReviewsManagementResponseApproved notification is sent to the partner, and the response is displayed on the Expedia site. 

    1{
    2  "event_name": "ReviewsManagementResponseApproved",
    3  "creation_time": "2025-08-27T10:33:25.887Z",
    4  "notification_id": "ad167492f06d-0a035a4b-fdfc-46fb-bacb", 
    5  "payload": {
    6    "property_id": "82898394",
    7    "review_id": "6352c50c5049be5e9834857c"
    8  }
    9}

    If the response is rejected, the ReviewsManagementResponseRejected notification is sent. 

    1{
    2  "event_name": "ReviewsManagementResponseRejected",
    3  "creation_time": "2025-08-27T01:03:25.869Z",
    4  "notification_id": "7492f0-ad166d-0a035a4b-fdfc-bac-46fbb", 
    5  "payload": {
    6    "property_id": "82898394",
    7    "review_id": "6352c50c5049be5e9834857c"
    8  }
    9}

Implementation details

Be mindful of the following as you implement the reviews query:

  • Only approved reviews can be retrieved; reviews that have not been submitted for moderation (pending) and rejected are not returned. Note that reviews may be pending for up to 14 days depending on the lodging partner’s actions and review content.

  • Once a stay ends, the traveler has 180 days to review their stay.

  • Reviews are not eligible for a management response (isEligibleForResponse: false) under the following conditions:

    • An existing approved management response exists
    • The review was imported by the connectivity partner
    • A management response has been submitted and is in moderation, so it has not yet been approved or rejected

  • Ratings on all Expedia sites are displayed using a 10-point scale, though travelers must submit ratings using a 5-point scale with this integration. For example, a 4 is displayed if a traveler submitted a 2. However, for properties on Hotels.com, ratings are collected through the API using a 10-point scale (no calculation necessary).

  • Review data includes details such as review ID, reservation ID, header, review text, score, reviewer name, and reservation dates. Total review count can also be retrieved.

  • Reviews can be filtered by ID, review source (imported or platform), Expedia brand (where the property is listed), creation date, update date, and whether the review has a response. Reviews can also be ordered in the response by these factors.

  • To receive notifications, your endpoint must use Transport Layer Security (TLS) 1.2 or 1.3, to provide over-the-wire encryption (HTTPS).

When implementing the setReviewResponse mutation, be aware of the following:

  • Responses can be submitted for eligible, approved reviews only.

  • If a review already has a pending or approved response, then another cannot be submitted for that review. If no response exists or the response was rejected, then a response can be submitted.

  • Advise property managers that they must not include contact information in a review's response, and they may not encourage travelers to book directly with the property. This violates Expedia's policy and responses will be removed if this information is detected.

Limitations

Be aware of these as you integrate the reviews capability:

  • If a lodging partner has a property listed on both Vrbo and Expedia, reviews are retrieved separately for each channel.
  • When retrieving reviews, up to 100 reviews can be returned per page.
  • To retrieve or update Expedia property reviews, you must specify the Expedia ID.
  • When responding to a review using the setReviewResponse mutation, you must specify the property’s Expedia ID (EID).
  • Property manager responses are only eligible for platform reviews, if they do not already exist.
  • The rate limit is currently set to five transactions per second (TPS).

Minimum certification requirements

To complete certification for the reviews capability, you must prove that your software can perform the following:

  • Query reviews by review ID
  • Respond to reviews by using the setReviewResponse mutation
  • Differentiate between reviews that have and have not been responded to within your software