How should I address this review?


I have a concern and would appreciate any advice I am able to receive. The property became active before I was ready to recieve booking. Unfortunately,I needed to cancel the guests booking due to that reason but explain very professionally and politely the reasoning.

The person provided a negative scoring on all levels despite not seeing or ever arriving at the property. They did not leave any comments so I could not reply appropriately.

Cleanliness is a concern for me and the guest scored me low, among other categories and they never visited the property. I fully understand being upset due to cancellation but I don't believe the ratings on the property are justified. Can that be fixed? How does that get fixed?

Thank you for any advice.


Profile picture for user Ivana Breig i
Ivana - Commun… 1 year ago

Good morning @Franky,

greetings from Booking.com. I am very sorry to hear that you had a negative experience with a guest review.

Review invites are only available to guests who have stayed at your property and therefore completed the booking. It might have happened that you cancelled the booking by reaching out to the guest directly, but it hasn't been marked accordingly in the Extranet. 

Please have a look at the following article  for more information about guest reviews and the possibility to request a removal.

I hope this helps,

very best regards