Reporting guest misconduct
Misconduct issues are rare, but if you do have a poor guest experience, you can easily report the issue on the Extranet or the Pulse app. Keep in mind that you can only submit a report if the guest misconduct matches one of the seven scenarios provided on the report tool. Reports can be filed anytime from check-in to seven days after check-out.
In this article:
Reporting guest misconduct on the Extranet
Follow these steps to report a guest on the Extranet:
- Log in to the Extranet
- Click Reservations
- Select the guest you want to report by clicking the guest’s name or the reservation number
- Click Report guest misconduct
- Choose one of the misconduct scenarios and leave a brief comment under Details
- Choose whether you want to block the guest from booking your property in the future.
- Click Submit report
Reporting guest misconduct on the Pulse app
Follow these steps to block a guest using the Pulse app:
- Log in to the Pulse app on your mobile device
- Tap Bookings
- Select the dates when the guest stayed at your property, then tap the guest’s name
- Tap Report guest misconduct
- Choose one of the misconduct scenarios and leave a brief comment under Details
- Choose whether you want to block the guest from booking your property in the future.
- Tap Submit report
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Your First Steps with Booking.com
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- Verifying your property location
- I’ve already registered. Can I update my property details before I go live?
- Tips on getting your property ready for guests
- Logging in to the Booking.com Extranet
- Why isn't my property page available in all languages?
- Changing your property status to open/bookable
- Verifying your property’s location by video upload
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- Creating house rules
- All you need to know about Smart Flex Reservations
- Smart Flex reservations: FAQs
- How do I set up or change my check-in and check-out times?
- Reporting guest misconduct
- New partner restrictions: Credit cards and prepayments
- How can I set up the key pick-up feature?
- How do I set up policies and payment methods before accepting reservations?
- Checking reservation info
- How do I customize and personalize my host profile on Booking.com?
- Sharing check-in information with guests
- Setting up your host profile on Pulse