negative review

I have one very negative review that is damaging my reputation - they gave me a 1. most of my reviews good,excellent or exceptional.  I did respond to this review explaining what happened during the stay of the guest and they were at fault because I was informed by the owners of the complex about their bad behaviour. I would like this review removed if possible. How do I go about getting this review removed.

Margarita 1 year ago

Hello dear Nolunkcwe, sadly as hosts we can't really do anything about negative reviews(even in the case that the reviews are completely untrue - they can't be removed). I am in the same situatiuon and Booking said, they only remove reviews in these cases:

  • The guest did not arrive at the property or they cancelled the reservation with the property before the planned check-in date
  • There was an overbooking or cancellation but the guest’s review does not give details about their experience with the property
  • The property cancelled the reservation on the planned day of check-in because of an invalid credit card
  • We suspect the review isn’t genuine and may be intended to target a competitor
  • We determine that the guest reviewed the wrong property
  • We believe the guest is using the review to attempt to blackmail the property (we need written evidence in order to remove a review for this reason)

Keep in mind that if a guest arrives at your property, then decides to leave and then leaves a review, we won’t remove their review provided it’s relevant to their experience at the property and the reason they decided not to stay.

We won’t display any review that includes or refers to, among other things:

  • Swear words, sexual references, hate speech, discriminatory remarks, threats, insults or references to violence
  • Promotion of illegal activities
  • Spam or fake content
  • Impersonation (for example, if the writer is claiming to be someone else)
  • Contact details such as phone numbers, addresses, email addresses or links to websites
  • Unreadable, untranslatable text, excessive use of punctuation or content that doesn’t add value to the broader discussion for other travellers or that isn’t about the travel experience

You can try contacting them through extranet, but don't expect much.