Hotwire Tech Blog

Scribes from Hotwire Engineering

BACKGROUND

Post Booking Score (PBS) is a binary customer satisfaction metric gathered from the user after a hotel is booked on Hotwire.com as shown in figure 1.

Fig. 1 – Post booking score is the user response to the question “How do you feel about your deal?”

The user responds with a smiley face if he/she is happy with the deal purchased, or with a sad face otherwise. It is collected immediately after a user books a hotel via a hot-rate…

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Introduction

At Hotwire we build machine learning models for various purposes, such as to power our hotel sort or to drive our hotel pricing strategy. We spend our time substituting data-driven machine learning approaches for legacy human curated set of business rules that are difficult to scale as well as to incrementally and systematically improve. However, not all is always without issues with machine learning models as they bring their own unique set of challenges. One of the main difficulties that we have to deal with on daily basis is to understand what changes to expect from a new “black-box” machine learning model. It is quite easy to see that weights in neural network…

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