Guest review removal

Updated 9 months ago | 3 min read
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A guest review is the personal opinion of a guest who has experienced the property. To make the most of reviews, you’ll have to understand how the review process works, who can leave a review, and when you can ask for a review to be removed.


What’s in this article:


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 from content that isn’t related to the topic or experience of traveling. You can find our complete content guidelines here.

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

  • The guest canceled their reservation and confirmed they didn’t arrive at the property.
  • You canceled the reservation at least 24 hours before the scheduled check-in.
  • The reservation is marked as a no-show and the review doesn’t detail the guest’s experience
  • You canceled the booking on the planned day of check-in due to 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:

  • 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 cancels their 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 the guest was informed either before 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 double-booking, the guest will be allowed to leave a review.
  • If a guest 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 because only reviews with text can be replied to. 


Requesting the removal of a guest review

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

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

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