What are Booking.com’s hospitality standards?

At Booking.com, we’re dedicated to making sure partners and guests meet the highest standards so that both have the best possible experience when using our platform.

To maintain high hospitality standards, we provide our partners with educational info helping them meet these requirements, as well as timely notifications in case they drop below a certain level.

If these standards are not consistently met, we may ultimately need to sanction partners. We have fair and specific assessments, processes, and tools in place to monitor partner activity and detect any inappropriate behavior. That way, if a partner starts displaying such behavior, we can make well-informed decisions which can include temporary or even permanent removal from our platform.

Our guidelines for hospitality standards and a strong partnership

There are four types of behavior that we don't tolerate on Booking.com:

  1. Abusive behavior We don't tolerate any form of harassment, discrimination, hate speech, manipulation, physical violence, or any other form of threatening or abusive behavior – this applies to both guests and partners.
  2. Fraudulent behavior Behind the scenes, our designated teams monitor all partner activity for any kind of suspicious behavior on our website. This helps us to make sure our guests aren't exposed to any kind of scam or fraud.
  3. Unpaid invoices Unless partners are using Payments by Booking, they’re required to pay the commission amount on their monthly invoice themselves. Partners receive multiple reminders to pay their pending invoices if their payments are overdue. However, partners are temporarily suspended from our platform if we don’t receive the overdue payment – this means they won’t be able to get new bookings until the outstanding commission is paid.  
  4. Poor guest experience We’re passionate about delivering excellent service to guests, and we expect the same from our partners. We monitor partners’ performances with guest review scores and the frequency of customer service contacts from guests. If we notice a partner dropping below a certain standard, we let them know and give them advice to help them improve. If a partner consistently delivers a poor guest experience over a long period, their property may be temporarily or permanently closed.

How we help partners and guests meet high standards

Our goal is to connect our property partners with the right guests, and we take pride in the initiatives we’ve introduced to achieve this.

For example, we’ve launched features letting you set your own house rules and guest requirements to help you attract the right guests to your property. And in the unlikely event that something unpleasant happens, you can always report guest misconduct.

Of course, we also want guests to find the right property and enjoy the best possible hospitality. To help you provide great guest experiences, we offer step-by-step guidance throughout your partner journey, acknowledge and celebrate your achievements, and highlight any improvements you can make along the way.