Hotels.com’s new AI chatbot falls short of expectations
Despite a sleek interface and smart filter features, early testing reveals the chatbot struggles with accuracy and lacks key trip-planning functionality
Expedia Group has launched a new AI-powered chatbot within the Hotels.com app as part of a broader push to revitalize the brand after a recent decline in performance. The update includes a redesigned app, a new mascot, and smart filter features intended to simplify hotel searches via natural language queries. However, early tests show that while the chatbot is easy to use, its current limitations—such as incorrect listings, missing features, and limited itinerary functionality—make it more of a novelty than a reliable travel planning tool.
Key takeaways
- New feature launch: Hotels.com has introduced an AI-powered chatbot and a redesigned app interface, following a brand relaunch that included a new mascot, Bellboy.
- Smart filter functionality: The chatbot allows users to make natural language requests (e.g., “boutique hotel in an artsy part of Brooklyn”), and it can filter results by amenities like rooftop bars. Expedia reports a 35% increase in conversions among users testing the smart filters.
- Early-stage limitations: The chatbot cannot assist with flights or effectively recommend activities, and it provided inaccurate hotel location information during tests (e.g., recommending a Manhattan hotel for a Brooklyn search).
- Booking integration: Listings shown by the chatbot include accurate pricing and dates and are clickable to complete bookings in the app. It correctly carries over the user’s selected dates to the booking page.
- Trip management: Users can save hotel options to trips and access an itinerary builder, but only hotels are auto-added. Flights and experiences are not supported and must be added manually via notes.
- Poor activity suggestions: While the chatbot can suggest restaurants and attractions, it doesn’t offer booking links or integration into the itinerary, limiting its usefulness.
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