The Untold Perspective: Small Hotel Owners and Booking Platforms

Recent discussions in the travel industry have highlighted a concerning trend in the interactions between travelers and small hotel owners, particularly with the influence of booking platforms like Expedia. A Fox News article from March 18, 2025 titled "Expedia customer says hotel requested cancellation because rate was too 'low'" highlighted a situation where a traveler was asked to cancel their hotel reservation due to unexpectedly low rates. This incident has sparked diverse opinions on how travelers should handle such situations. However, one crucial aspect often overlooked is the perspective of the hotel owners themselves.

Small hotel owners often find themselves unfairly portrayed in these situations. They operate under constraints that travelers might not fully understand. Booking platforms like Expedia can misrepresent room rates and promote "deals" that small hotel owners were never fully aware of or approved. Why would a small hotel owner purposely list their rooms at a low rate only to turn away guests? Larger hotels can absorb occasional losses from pricing fluctuations. However, small inns and boutique hotels with limited rooms can face substantial financial difficulties.

Travelers should be cautious. If a deal appears too good to be true—especially on third-party platforms—it may involve mistakes or compromises that affect the overall experience. Small inns and boutique hotels usually pride themselves on providing personalized service, treating each guest as an individual rather than just another number in a booking system. However, when hotel owners feel exploited by such platforms, it can tarnish the warm atmosphere they strive to create.

At the Artists’ Colony Inn, like many small inns and boutique hotels, we have encountered our share of challenges when dealing with booking platforms. There have been times when we reluctantly accepted mistaken rates, understanding that guests are simply unaware of what goes on behind the scenes. However, feelings of unfairness, coupled with high commissions of 15% or more of our revenue going to the booking platform, make it a steep uphill battle to provide the high-quality service and value that guests expect.

This scenario leads us to a vital suggestion for travelers: consider booking directly with hotels rather than through third-party services. This not only helps you find better rates but also allows the hotel to retain more revenue, enhancing your overall experience. At the Artists’ Colony Inn, we encourage travelers to reach out to us directly to learn about our best available rates and special offers, consistently better than anything you might find on booking platforms.

It’s essential to remember that when you enter a small hotel, you’re joining a family-run business that thrives on personal connections and heartfelt service. Your choice to support such establishments directly not only helps you secure a better deal but also ensures that the welcoming spirit of these places remains alive and well.

While booking platforms may portray themselves as partners to hotels, the reality is that many small businesses feel the pressure and pitfalls of these relationships. By understanding this dynamic, travelers can make informed choices that benefit not just themselves but the small hotel owners dedicated to providing unforgettable experiences.