Guest review removal

Updated 8 months ago | 3 min read time
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A guest review is the personal opinion of a guest who has experienced the property. To make the best use of reviews, you must understand how the review process works, who can leave a review and in which cases you can ask for a review to be removed.


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Conditions for the removal of a guest review

To guarantee the relevance and impartiality of guest reviews, we follow strict guidelines aiming to protect our guests and partners from reviews that aren’t based on the experience of real customers, or content that isn’t related to the topic or experience of travelling. You can find our complete content guidelines here.

Here are the conditions to ask for the removal of a guest review:

  • The guest cancelled their reservation and confirmed that they didn’t arrive at the property.
  • You cancelled the reservation at least 24 hours prior to the scheduled check-in.
  • The reservation is marked as a no-show and the review doesn’t detail the guest’s experience.
  • You cancelled the booking on the planned day of check-in because of an invalid credit card.
  • We determine that the guest reviewed the wrong property.
  • We believe the guest is using the review to blackmail you – we need written evidence to remove a review for this reason.

Keep in mind that:

  • If a guest arrives at your property but isn’t satisfied and ends up not staying, they’ll be able to leave a review. 
  • If a guest cancelled the reservation before the check-in date or didn’t show up at your property because you couldn’t accept one of their requests, you can ask us to investigate the case. If we conclude that the guest was informed prior to check-in or via fine print that the benefit is subject to availability, we can remove the review, depending on context.
  • If you cancel a reservation less than 24 hours before check-in due to an overbooking, the guest will be allowed to leave a review.
  • If a guest has confirmed their stay, we’ll keep their review online.

 

In some cases, if a guest review is removed, the score may still be relevant and won’t be removed. In that case, you won’t be able to reply as only reviews with text can be replied to. 


Requesting the removal of a guest review

If you’d like to speak to our team regarding a review, follow these steps to send us a message via the extranet:

  1. Log in to the extranet
  2. Click on Inbox
  3. Click on Booking.com messages
  4. Click on See contact options
  5. Select Guest Reviews as the topic
  6. Click on See all contact options
  7. Choose your preferred contact method
  8. If you chose Message, indicate your booking number and explain your issue

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