Sandrine Micallef

Help! My guest did not keep it cool during his stay.

Most of the time, reservations go perfectly: guests have chosen your property, you welcome them, they happily stay and a few of them even say thank you before leaving.

That’s great. But what can you do when a guest does not behave properly and/or acts against your property policy?

First, let’s define what we call “misconduct” at Booking.com: guest did not pay, did illegal activities, material damages at your property, was violent and/or abusive. However, a guest that has left a bad review but that did not violate the rules will not be considered as a guest misconduct situation.

We never want it to happen, but if it does, please let us know! When you go to your extranet, there is a reservation tab where you can find specific information about the stay. After the check out date, a few buttons activate on the right hand side of the screen, including the button “Guest Misconduct.”

Check here how to prevent a guest from booking at your property again.

Good luck dear partner, let’s enjoy the beautiful colors of the Fall taking place, leaving Summer to be enjoyed again next year.

For more information, please visit this detailed post about Guest Misconduct on our Partner Hub help section, https://partner.booking.com/en-us/help/first-steps/first-reservations/how-do-i-report-issues-about-guest-misconduct