Google Pay closes the hotel booking while the partner keeps the support desk

Google, on Thursday, made AI Mode more travel agent-like. US users can book hotels and pay with Google Pay.

The hotel chains and travel sites are still the merchant of record and will handle any customer service.

Ten travel brands hand Google the checkout screen

A user describes their trip and preferences, and then AI Mode displays options with guest reviews and comparison points. When a hotel is selected, a “Continue on Google” button appears next to participating partners.

From there, the room type, cancellation terms, and payment are handled within Google’s interface, and the transaction is completed using Google Pay.

“When you book hotels through AI Mode, the hotel or booking platform will act as the merchant of record and handle any customer service.”

James Byers, Group Product Manager for Search, wrote in the announcement.

Google commands the discovery and checkout screen. The partner possesses the transaction and everything that goes wrong thereafter.

Hotel booking has started rolling out in the US in English. It will be available over the coming weeks with Booking.com, Choice Hotels International, Expedia, Hilton, Hotels.com, IHG Hotels & Resorts, Marriott International, Priceline, Trip.com, and Wyndham Hotels & Resorts.

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