Booking.com Partner Hub: LLM summaries and one home for compliance content.
Since October 2024 I own platform development and roadmap delivery for the Partner Hub, Booking.com’s help and knowledge platform for accommodation partners. Two programmes stand out. AI search optimisation now puts LLM summaries on 1,100+ pages, and all compliance content moved into one place.
- Client
- Booking.com
- Role
- Digital Platform Experience Lead, freelance via FlowFive
- Period
- Oct 2024 – now
The platform
The Partner Hub is the help and knowledge platform for the accommodation partners behind Booking.com. It is live in 30 languages and receives around 500k identified partner visits a month. Every change has to work in each of those languages, for partners who rely on the hub to run their business.
As Digital Platform Experience Lead, freelance through FlowFive, I own platform development and roadmap delivery for this external, partner-facing platform. That means deciding what gets built next, then getting it built with legal, UX and engineering.
AI search optimisation on 1,100+ pages
I took an AI-powered search optimisation programme from concept, through a pilot, to full global rollout. LLM-generated summaries now sit on more than 1,100 content pages.
The pilot was measured on two signals partners give directly: negative search feedback and reports of irrelevant results. Both went down measurably, and that made the case for rolling the summaries out across the platform.
One gateway for compliance content
Partners rely on the hub for information they are legally required to act on, but that content had grown scattered across the platform. I led the programme to bring it together in one standalone section: a single gateway for content about legislation.
Before anything was built, stakeholders, UX and the development team agreed on an approved design and implementation plan. The migration itself took six months, across legal, UX and engineering. Legislation-critical information is now in one place, where partners can find it.
Vendors and the AI chatbot team
The role also covers the commercial side of the platform: vendor and partner relationships, contract renewals, invoice and PO oversight, and negotiation support with technology partners. For the team running the Kindly AI chatbot, a separate vendor, I reworked workflows so the team could scale its output and keep its delivery pace with limited resources.
What this means for your project
- Content platform and CMS work at scale: 1,100+ pages, 30 languages, around 500k visits a month.
- AI features taken from pilot to production, measured on what users actually report.
- A six-month migration delivered with legal, UX and engineering working to one plan.
“Your ability to manage and align stakeholders was a great asset, at a very critical time of the program. Your proactive mindset continues to be one of your greatest strengths.”
