Hospitality standards - cleanliness warnings

At Booking.com, we want to create unforgettable experiences for travelers around the world. That means working closely with our accommodation partners to guarantee a certain level of hospitality and cleanliness for everyone using our site.

When does a property get a warning about cleanliness?

A property that doesn't meet quality standards could receive a warning message if multiple guests leave low review scores about the cleanliness of the property. This could also happen if guests submit complaints to our Customer Service department.

Getting a warning message automatically places a property on a warning list. Property managers or owners will have until February 15, 2020 to resolve the situation. Properties on the warning list will be re-evaluated for hospitality and cleanliness in late February 2020.

What happens if a Booking.com accommodation partner doesn't noticeably improve the cleanliness of their property? 

Properties listed on Booking.com that don't improve after a warning message will be removed from the platform. Relevant, verified complaints about a property's cleanliness will be considered sufficient reason for Booking.com to terminate the partnership on the basis of health concerns and customer complaints.

What can a partner do after receiving a warning?

A warning isn't irreversible – partners can always take corrective action. After a warning, there's a 3-month probation period to resolve any issues. Meanwhile, the partner in question should do their best to offer guests a better experience for all upcoming reservations.

Check out Partner Help for insights and advice on this situation, and analyze your review score to pinpoint specific improvement areas.

For a limited period, Booking.com is partnering with Properly, a third-party service, who will guide partners through Booking.com’s Hospitality Cleaning Standards. Their team will also perform a free remote inspection of properties that received warning messages, giving advice on what and how to improve. Properties listed on Booking.com that pass at least one remote inspection will be removed from the warning list. This service is completely free, because we at Booking.com want to help partners get back on track.

What happens next?

During the 3-month probation period, we'll continue monitoring guest feedback for properties on the warning list. Based on proof of improvements to hospitality and cleanliness following the warning message, we'll remove properties from the warning list. Any properties that don't show signs of improvement will have their listings removed from Booking.com.

What is Properly?

Properly is a change-over management software that helps property managers and vacation rental owners schedule and organize services like cleaning. With Properly, owners and managers can create interactive visual checklists, track operations through integrated photo capture, schedule service providers for cleaning and maintenance jobs, connect to listing platforms, and organize other change-over services. 

Integrated photo capture allows property managers and hosts to track cleaners’ work in real-time, record the condition of a home-like property before and after each guest, and document changes with clear pictures. 

What can I do with Properly? 

Properly is a versatile tool. Many property managers and owners have come up with new and innovative ways to use it to help scale their businesses. You can use Properly to: 

  • Make sure cleaners prepare your property to meet your guests’ expectations by providing them simple, interactive checklists based on your listing photos.

  • Manage your operations more efficiently by tracking cleaners’ activity in real-time and gathering photos of their work.

  • Save you time when scheduling change-over services (e.g. cleaning, key collection, maintenance) by using Properly’s scheduling calendar, which connects to all your listing platforms and PMS software.

  • Improve your billing and management process with reports and invoices for the services and providers you hire.