Can I respond to a guest review?
You have the opportunity to reply to all reviews that have approved comments*. Responses you make are displayed on your page, right below the review.
Replying to reviews lets you interact with guests in a positive way and appeal to new customers. The feature helps provide balance, letting you express your viewpoint. This not only benefits you but also all visitors to our website.
If you get a negative review, it’s best to treat it as an opportunity to turn it into something positive. How you respond to a negative review says more about your property than the review itself. Look for potential opportunities to improve the experience at your property for future guests.
How do I respond to a guest review?
To add a reply to a guest review:
- Go to the Extranet's Guest Reviews tab.
- Click Reply and then Send when you’re ready.
- You can only respond to reviews with comments.
- You have to reply in either the same language as the review or English. Responses provided in a different language won't be displayed online or translated.
- After you submit a response, our team will check that it complies with our guidelines before it’s published online.
Can I edit or remove my response to the guest review?
You can edit or delete your replies to guest reviews on the Extranet.
- Go to the Extranet's Guest Reviews tab.
- Click View your response, then Edit or Remove and confirm your steps.
We want this to be a positive opportunity for everyone involved. All responses are subject to approval by Booking.com to prevent any offensive or inappropriate language. We won't censor content, but won't approve responses that:
- Contain inappropriate, discriminatory, or offensive language
- Ask guests to book directly with the hotel
- Offer discounts on the guest's next booking or ask them to join a loyalty program
- Provide your or a guest's personal info, e.g. phone numbers, email, etc.
- Mention the guest's last name for privacy reasons
- Mention the guest's name at all if the review is anonymous
- Refer to a competitor's website, e.g. TripAdvisor, Expedia, Airbnb, etc.
- Criticize Booking.com
- Mention your property's own website
- Question the legitimacy of the review or guest
- Criticize the reviewer's decision to remain anonymous. This is a customer's right and an option provided accordingly.
- Ask guests to modify to remove a review
Responding to positive reviews:
- Give unique responses
- Guests appreciate personal responses. Show that you read their review and are grateful for their feedback by repeating something they mentioned. This lets other guests know you value feedback and encourages them leaving good reviews too.
- For example: "Thanks for taking the time to review our property. It's always encouraging to hear our cooking was appreciated."
- Highlight your property's strengths
- When a guest mentions something they appreciated about your property, highlight it for other guests by elaborating on it in your response.
- For example: "I'm glad you liked our pool. We just renovated it and are happy to hear the hard work has paid off."
Responding to negative reviews:
- Don't take it personally
- Even the best properties have guests who find something to complain about. Vacations can be stressful, especially because they have a time limit. A lot of guests want everything to be just right.
- Stay calm and polite
- Be polite and courteous to turn a negative review into a positive display of professionalism for future guests. This can encourage people to book with you.
Objectivity over emotion:
If guests misread or ignore important info (e.g. related to renovations), mention that the info was displayed on Booking.com. That way you can stay objective while acknowledging the inconvenience but without taking the blame.
For example: "I'm sorry your stay was affected by the noise from the renovations. We're doing all we can to minimize the inconvenience, and the renovations dates are listed on Booking.com."
Keep it constructive:
Criticism can be turned into something constructive. If a guest complains, acknowledge their disappointment and investigate possible improvements. Thank them for the feedback and let them know you're taking action.
For example: "We're sorry to hear you were disappointed with breakfast. We're currently looking into working with a local bakery to provide a better selection of fresh pastries daily."
Acknowledgement, not blame:
Guests who write negative reviews often just want to be heard. To defuse their frustration, acknowledge their experience. This doesn't mean you're accepting responsibility for the negative experience, but that you're listening to them.
For example: "We're sorry you were disappointed by the size and layout of our rooms. We're a small, family-run bed & breakfast that can't always match up with the standards of a big hotel. We hope you found accommodations that met your expectations for the rest of your trip."
*Note: You might have noticed the reply button is missing for some reviews with comments. This is because these comments were removed for breaching our display policies. These comments are visible on the Extranet but aren't published publicly on your property page.
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