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Removal of Guest Reviews

Wondering if anyone has had issues with Booking.com removing guest reviews.  I have now had this happen twice.  When I contact them, the response is that the detection system removes reviews that appear suspicious or fake.  I know that these were legitimate guests who left legitimate reviews so I am very frustrated. Apparently I have no recourse.  Suggestions? Thanks.

4 Replies
264 Views

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Eddy

You should have a record of the guest staying at your property on your extranet and they should also appear on your monthly invoice so all you need to do is contact booking.com as this would be proof that the review is not fake.

1 year ago
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Carrie Inman

Thank you for your reply.  Unfortunately, I have gone back and forth with emails and provided Booking.com with the booking confirmation numbers, and each time I have been told they cannot disclose what makes something seem "suspicious" and the decision to remove the review is final. I don't get it either because obviously the guest has booked and paid through the Booking.com website.

1 year ago
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Ellie Moore

I am becoming more and more alarmed by Booking. policies and responses. It is starting to feel like one way traffic, have they forgotten where they make their money?   If the guest can be traced through the website, has a confirmation number then what excuse can there be for the removal unless it was deeply unpleasant racial or otherwise unacceptable?

+1
20 days ago
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Carrie Inman

This is exactly my point.  If a guest makes their reservation and payment through Booking.com, and Booking.com accepts my 15% commission payment, there should be no reason for them to remove a review unless it is somehow offensive.  I work very hard to earn those good reviews, and it negatively impacts my business each and every time a positive review is arbitrarily removed.  It is unfair that Booking.com does not have to provide a legitimate reason for the removal.

20 days ago