edit my review booking com

How to Remove Bad Reviews from Booking.com (or How to Mitigate their Impact)

Tobias Roelen-Blasberg

Reputation management is an important aspect of any business, and reviews can either make or break a business. With the rise of online travel agencies (OTAs), it has become increasingly important for businesses to stay on top of their reviews. As a matter of fact, research has shown that guests are more likely to trust properties with plenty of reviews than those with few or no reviews at all.

One of the most popular OTAs is Booking.com, which allows thousands of customers to leave reviews and form opinions about businesses on a daily basis. However, there is an element to consider other than just the amount of reviews: the rating. It comes as no surprise that negative reviews can greatly damage a business's status.

Normally, these reviews are accurate, and some of them can be impossible to delete on Booking.com. Still, there are cases when a review can be labeled as inappropriate or inaccurate. Thus, it is essential to understand how to take them down from Booking.com.

How do I see my reviews on Booking?

Booking.com made monitoring and managing their reviews easier for account owners. To do this, log in to Extranet and click “Guest Reviews.” This will automatically lead you to your review dashboard, where you can easily reply to reviews, check the booking information of the reviewer, and flag reviews that violate the Booking.com posting guidelines.

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Can Booking com reviews be deleted?

Before delving further into the process of removing reviews on Booking.com, it is important to remember that only verified users can leave feedback via this site, unlike Google and TripAdvisor. Suffice it to say that these hotel reviews are reliable because each user must have stayed at a certain property before being able to post a review on it. However, since a review is essentially an individual opinion, some content might not adhere to the necessary standards or be deemed irrelevant according to this website's rules and regulations.

As per Booking.com, there are only certain conditions in which a review can be removed :

• If the guest does not show up for a reservation and cancels a booking
• If it appears that the review may have been written with the goal of blackmailing you (requires written evidence)
• If the review is meant for another property
• If there is insufficient details about the guest’s experience
• If you cancel the guest’s booking because of invalid credit card

Like other OTAs, Booking.com endeavors to keep its site a safe public space. Thus, it also removes reviews that contain the following:

• Profanity, sexual references, hate speech, discriminatory remarks, threats, and offensive content
• Illegal activity
• Spam or fake content
• Impersonation
• Personal or private details that could put a person in danger, such as social security numbers, government ID numbers, etc.
• Irrelevant information

You also have the right to ask Booking.com to remove a review if you believe that it violates any of these guidelines. Keep in mind, however, that the score will be approved for publication.

To request the removal of a review, inform Booking.com via Inbox on your extranet with 'Guest Reviews' as the subject title. They'll be able to help guide you through the process.

Can I edit my review on Booking?

Business account owners can’t edit guest reviews. Aside from this, Booking.com doesn’t allow guests to automatically edit their reviews once posted. Guests who think they’ve made a mistake while reviewing and wish to edit their reviews must contact the website’s technical support team to request a new review link.

What else can you do to mitigate the impact of negative reviews?

Since one has no control over the negative reviews posted by the users, you have to opt for a viable solution. Sometimes an owner might disagree with the content of a review as it might be a little misleading or detrimental to a property’s reputation. There are some proactive approaches that can help to reduce the impact of negative reviews.

Contact the guest.

Reach out to the customer who wrote the negative review and, if appropriate, politely ask them to remove or update it - only that user has the power to change or delete their review. When engaging with customers, politely explain any faults in reviews, and look at these best practices when responding to online reviews in order to diffuse any negative emotions and gain the customer's trust. By contacting the guest and following this guideline, this shows that you value their feedback and are willing to do whatever is needed to improve their experience. If that is successful, your guests can edit their review. But here’s the tricky part: the process isn’t as fast as in other OTAs like TripAdvisor .

Guests who want to edit their reviews may get in touch with Booking.com either by telephone or logging into their account. If dialing, they would need to have their reservation number and PIN code ready. On the other hand, if they’re logging in, the review will be present on the account and an email can then be sent. A customer service agent from Booking.com can also help them further with the process. Afterwards, they will receive an email from Booking.com that will give them the chance to replace the old review with a new one.

Winning customers can help counteract negative reviews and, regardless of success, a proper and prompt response to their critical comment creates a positive impression on potential customers.

Follow-up offline with the guest.

Providing sincere follow-up to customers to address their concerns can have a good outcome. You could send them an apology email, invite them to come back and inform them of any issues you have resolved upon their request. If they are satisfied, ask them to edit or delete their review.

Respond to every review, even fake ones.

Responding individually to reviews demonstrates your commitment to customer service and establishes trust between you and your potential customers, as it shows that you can react appropriately to negative feedback.

How do I respond to a bad review on Booking com?

Responding to bad reviews is the best way to mitigate their negative impact on your property listing. To do this, log in to your Extranet account and click “Guest Reviews.” You will be redirected to your review dashboard, where you can use filter reviews to find the review you wish to reply to. Once you select a review, a reply box will appear where you can post your response.

To learn more about how you can navigate the Guest Review dashboard, read our complete article about Booking.com optimization .

Respond to negative Booking.com effortlessly with MARA

Responding to negative Booking.com reviews can be a daunting task, but it doesn't have to be with our AI Review Assistant of MARA. This intuitive tool is designed to ease your Online Reputation Management process, making it more efficient, personalized, and time-saving. It offers the best and most personalized AI for responding to and analyzing your guest reviews.

Review Inbox:

One of the key features of this tool is the Review Inbox , which enables hoteliers to manage Booking.com reviews and other online reviews within a single platform. Your review inbox makes responding to reviews as simple as hitting "Generate reply" and clicking "Send". The Review Inbox connects to multiple review sources, including Google, Booking.com, and Tripadvisor, giving you a panoramic view of all your reviews. And you can even configure review response automation: Why not allowing MARA to automatically respond to simple reviews, like 5-star Google reviews with no text, ensuring you never miss a review? Daily notifications about new reviews keep you updated and in control.

Review Analytics:

While negative Booking.com reviews may impact your online reputation, you can extract authentic guest insights from them, enabling you to improve your offerings and services.

To help you understand and analyze the multitude of reviews, the Review Assistant also incorporates Review Analytics . This provides actionable, easy-to-understand insights that are tailored exclusively to your business. With MARA, you can quickly get the gist of all your reviews without needing to read each one. The analysis is so detailed that you can find out about specific issues like "water in the pool is too cold" or "lack of vegan breakfast option”. These insights help optimize guest experience without requiring you to be a data expert.

The most personal response AI:

Personalization is significantly essential when responding to negative reviews, as templates may exacerbate the situation.

Fortunately, MARA's AI isn't just about efficiency; it's about personalization too. The Brand Voice feature allows the AI to adapt to your tone, making sure your responses sound authentically you. Plus, with Smart Snippets , you can "teach" the AI how to respond to recurring praises or complaints. Your AI then incorporates this information into its responses, but always with different words, providing more personalized, relevant replies.

This review response assistant has quickly become a game-changer for over 2000 customers. Its promising capacity to elevate your overall rating, amplify response rates, glean insights from customer feedback and economize both time and money, is the reason behind its growing popularity.

Final Thought

Managing negative Booking.com reviews doesn't have to be daunting. With the right approach, including personalized and optimized responses, hoteliers can effectively resolve issues and maintain a positive online reputation. Our AI Review Assistant, MARA, offers a seamless solution, allowing you to streamline the process, personalize your responses, and derive valuable insights from reviews. Why hesitate? Try MARA for free today —it's quick to set up, requires no credit card, and can be fully operational in less than five minutes. Don't let negative reviews overshadow your business success—empower yourself with MARA and take control of your online reputation.

This content is a part of our hero series on “ Booking.com Optimization: The Ultimate Guide for Hotel Managers ".

Frequently Asked Questions:

Only guest accounts who booked and paid for stays through the platform can post a review. This includes no-shows or people who used their account to book a property for family or friends.

Reviews on Booking.com stays on a property listing for 36 months. After this, they’re automatically archived and would appear on the last page of reviews. Your overall score would also be recalculated without the archived scores.

Booking.com no longer allows anonymous posting. All reviews would now be left under a guest’s name, and property owners could see the guest reservation details. If some of your reviews are still anonymous, they were likely posted before the recent policy change.

Guests can post their reviews 3 months after their checkout. This will ensure that reviews would remain relevant for the listing while providing enough review time for customers.

Business account owners can’t automatically cancel a booking, but they can request a cancellation which the guests could approve. On the Reservation Page, click “Request Cancelation.” Booking will notify you once the guest has approved your request.

Reply with AI - the best-kept secret of leading businesses.

Related articles:

How to Write the Best Replies to booking.com Reviews

Optimizing Your Booking.com Profile for Maximum Visibility

How to Get More Reviews on Booking.com: Easy Strategies to Try

Booking.com Optimization: The Ultimate Guide for Hotel Managers

The Ultimate Guide to Using the Pulse App for Booking.com Success

Booking.com's Genius Partner Program: Everything You Need to Know

Booking.com Visibility Booster: Is it Worth the Investment for Hotels and Property Owners?

Master Booking.com Extranet: 7 Tips to Get the Most Out of Booking

Multi-Property Guide for Booking.com: Registration and Optimization Tips

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How to Leave a Review on Booking.com and Share Your Travel Experience

Elio Mondello

Impact; Underground Printing Planning Impact; Underground Printing Impact; Underground Printing a trip? Want to share your travel experience with others ? Leaving a review on Booking.com is a fantastic way to do just that. In this step-by-step guide, we’ll show you how to make your review count.

From Start to Finish Step-by-Step Guide:

Ok so how can i leave a review on booking.com ? You are here because you want to write, chage or delete a review in booking.com.

Booking.com has long been a trusted platform for travelers worldwide. With millions of properties available, it’s crucial for users to be able to rely on accurate and honest reviews. By sharing your experience, you can help fellow travelers make informed decisions and have unforgettable trips.

Booking.com Hosting Guide

In today’s market, the online travel agency (OTA) industry is booming: according to a recent survey by Travel Daily News International, more than half of all millenials prefer to book via an OTA than through other means. Given this popularity,…

A Comprehensive Guide of Booking.com write a review

In this comprehensive guide, we’ll walk you through the process of writing, reviewing and also removing a review on Booking.com from start to finish.

Whether you’re a seasoned traveler or a first-time reviewer, we’ll provide you with valuable tips and insights on how to craft a review that not only captures your experience but also helps other travelers make informed decisions.

How to Write a Trustworthy Review on Booking.com

Planning a trip and looking for the perfect accommodation? Booking.com is one of the most trusted platforms for finding and also booking accommodations worldwide. But with countless reviews to sift through, how can you make your review stand out as trustworthy and helpful?

From understanding the importance of authenticity and transparency in your review to providing practical examples and templates , this guide has got you covered. So we’ll delve into the dos and don’ts of writing a trustworthy review. Also we will reveal the secrets to making your review resonate with readers.

So, if you want to make a difference and contribute to the travel community, keep reading. By the end of this guide, you’ll be equipped with the tools and knowledge. So you will write a credible and compelling review on Booking.com that will leave a lasting impact.

The Importance of Trustworthy Reviews for Travelers

When it comes to choosing the perfect accommodation for your trip, reviews play a crucial role. Travelers rely on the experiences and opinions of others to make informed decisions. Trustworthy reviews not only help fellow travelers but also contribute to the overall credibility of Booking.com’s platform.

To write a trustworthy review, it’s essential to understand the impact your words can have on others . Your review has the power to shape someone else’s travel experience, so it’s essential to be honest, fair, and balanced in your assessment. Your goal should be to help fellow travelers make informed decisions and have the best possible experience.

Understanding the Review Guidelines on Booking.com

Before you start writing your review, it’s crucial to familiarize yourself with the review guidelines on Booking.com. These guidelines ensure that reviews are fair, accurate, and helpful for other travelers. By following these guidelines, you’ll not only maintain the integrity of the platform but also increase the chances of your review being seen by others.

Booking.com’s review guidelines prohibit the use of offensive language, personal information, and irrelevant content. They also encourage reviewers to provide specific details about their experience, including the cleanliness, comfort, location, facilities, and staff of the accommodation. By adhering to these guidelines, you can ensure your review is valuable and trustworthy.

A non existent help center and a poor forum

Some customers have had disappointing experiences with Booking.com agents. So they may not always provide helpful and friendly service. Improving agent training and implementing customer feedback mechanisms could help enhance the overall customer experience. While not all customers have negative experiences, it’s important for Booking.com to consistently deliver high-quality support.

Step-by-Step Guide to Writing a Trustworthy Review

Now that you understand the importance of trustworthy reviews and the review guidelines, let’s dive into the step-by-step process of writing a review on Booking.com.

1: Stay at the Accommodation

To write an authentic and credible review, it’s essential to have first-hand experience. Stay at the accommodation and immerse yourself in the surroundings. Take note of the amenities, cleanliness, and overall experience.

2: Gather Your Thoughts

Once your stay is over, take some time to reflect on your experience. Jot down your thoughts, emotions, and key moments that stood out to you. This will help you organize your review and ensure you don’t miss any important details.

3: Start with a Captivating Introduction

Begin your review with a captivating introduction that grabs the reader’s attention. Share a brief overview of your trip and set the tone for what’s to come. This will make your review more engaging and encourage readers to continue reading.

4: Provide Detailed and Unbiased Information

The heart of your review lies in the details. When describing your experience, be specific and provide as much information as possible. Talk about the cleanliness of the accommodation, the comfort of the beds, the friendliness of the staff, and any other aspects that stood out to you.

5: Highlight the Positives and Negatives

While it’s essential to highlight the positive aspects of your stay, don’t shy away from mentioning any negatives. Constructive criticism can be valuable for both the accommodation and future travelers. However, make sure to be fair and balanced in your assessment.

6: Use Language that Resonates with Readers

To make your review more relatable, use language that resonates with readers. Share your emotions, describe the ambiance, and paint a picture with your words. This will help readers connect with your experience and make your review more memorable.

7: Wrap Up with a Strong Conclusion

End your review with a strong conclusion that summarizes your overall experience. Reiterate the key points you mentioned throughout the review and provide a final recommendation. This will leave a lasting impact on readers and help them make an informed decision.

Tips for Providing Detailed and Unbiased Information

When writing a trustworthy review, it’s important to provide detailed and unbiased information. Here are some tips to help you achieve that:

Instead of saying the room was “nice,” describe the specific features that made it stand out.

Compare the accommodation to others you’ve stayed at to give readers a frame of reference.

Talk about the proximity of the accommodation to key attractions, transportation, and amenities.

Share your interactions with the staff and any memorable experiences you had.

Think about how your experience might differ for others based on their preferences and needs.

By following these tips, you’ll provide readers with the information they need to make an informed decision.

Dos and Don’ts of Writing a Trustworthy Review

To ensure your review is trustworthy and helpful, here are some dos and don’ts to keep in mind:

– Be honest and also transparent about your experience.

– Provide specific details and also examples to support your claims.

– Consider the target audience when writing your review.

– Proofread and edit your review for clarity and coherence.

– Use offensive or inappropriate language.

– Disclose personal information about yourself or others.

– Exaggerate or misrepresent your experience.

– Let personal biases influence your review.

By adhering to these dos and don’ts, you’ll craft a review that is credible and valuable to fellow travelers.

How to Handle Negative Experiences in Your Review

Trustworthy reviews not only help fellow travelers but also impact the rankings of hotels on Booking.com. Positive reviews can boost a hotel’s reputation and increase its visibility, while negative reviews can have the opposite effect.

By writing a trustworthy review, you contribute to the overall credibility of the platform and help shape the travel experiences of others. Your words have the power to make a difference and influence the choices of future travelers.

Building Credibility as a Reviewer on Booking.com

If you’re passionate about sharing your travel experiences and helping others, you might consider building credibility as a reviewer on Booking.com. So here are some tips to establish yourself as a reputable and trusted reviewer:

Regularly share your experiences and insights on the platform.

Make sure your reviews are valuable and provide meaningful information.

Interact with other travelers and respond to their comments and questions.

Adhere to the review guidelines to maintain the credibility of your reviews.

Share your honest experiences and opinions to build trust with fellow travelers.

By following these tips, you’ll become a respected member of the travel community and help others make informed decisions.

Step-by-Step Guide to Edit a Review

“Some time ago I hosted two guests who did not leave a very good review. Their comments were not negative. Infact they left quite a few nice comments. The score was 6.3 but I felt that what they gave me as scores and the comments did not make sense. So I contacted them through extranet asking them for further feedback as I really wanted to understand what was wrong and whether there was some mistake. They told me they were going to change the review. Is this possible? Can guests change their review scores?” Joey an host in Booking.com

Ok so  it is possible for a guest to change or remove a review within 30 days from the moment of check-out . Here is what you need to do:

• Contact Booking.com by phone ( here you find the phone number for your country ) otherwise login in your account.
• You need to have your reservation number and pin code if you call. Otherwise if you login you will find the review on your account and you can send an email.
• An Agent in Booking.com can assist you with the process. Also teh agent will send an email where a guest can re submit the review that will substitute the old one.

Same thing happened to me a couple times after contacting the guest about their review. One guest explained me that he did not know what he was doing (those smiley can be confusing) and how to change it. A host in Booking.com

In the meantime,  an host, can make a public reply and other guests can read it .  The guest will not receive any notification or email after the host published a reply. Instead everyone can see the reply on the review section of the property.

The host can also keep sending emails to booking.com and they will eventually contact the guest.

Step-by-Step Guide to Remove a Review

Another time I have contacted Booking.com to remove it, because it was not a genuine review and they refused. In fact they said is up to the guest to request to change the review. A host talking with Booking.com Customer Support

Note : It’s up to the host to make sure the guest knows they will be contacted by Booking.com. In fact the host should keep in touch with the guest.

DO NOT put a reply to the review so Booking.com will use this as a cop out for removing the review. The guest can change a review even if the host respond or not to the review.

It can be a long process but it’s worth it if the guest has lied ( there is a way of getting those reviews removed)

Here is what Booking.com says about removing reviews on their partner help center:

We  know customers find reviews to be very useful when browsing online. Because of this we only remove reviews in certain situations:

• In the case of no-shows, cancellations, and overbookings (when the guest is relocated as a result).
• If we suspect a review isn’t genuine and might be used to target a competitor so we’ll remove it completely.

We also remove comments if they go against our guidelines:

• When the review includes abusive language, swearing, discriminatory remarks, threats of violence, and political or religious commentary.
• When the review promotes illegal activities.
• If it includes contact details like phone numbers, addresses, email addresses and also website links.

Note:  When comments are removed due to breach of policies, the score will remain online.

Conclusion and Final Thoughts on Writing, Editing and Deleting Reviews

Writing a trustworthy review on Booking.com is not only about sharing your experience but also about helping other travelers make informed decisions. By following the steps outlined in this guide and adhering to the review guidelines, you’ll craft a review that is credible, valuable, and impactful.

As a result remember, your words have the power to shape someone else’s travel experience. Whether it’s highlighting the positives, addressing the negatives, or providing detailed information, your review can make a difference.

So, the next time you stay at an accommodation booked through Booking.com, take the time to write a review. Contribute to the travel community, help fellow travelers, and also make your mark on the platform. Your review matters, as a matter of fact, it has the potential to leave a lasting impact. On the other hand, If you have done a mistake edit or remove your review.

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Editorial Process:

We test and review products using an independent, multi-point methodology. When you make a purchase using our links, we receive a commission. Please read our editorial process and disclosures .

Remove review posted on booking.com today.

I recently stayed at forest guest house in South Shields. I posted a good review about room but forgot to mention the great vegetarian breakfast I had and how clean the place was nothing was too much for the hosts and would definitely stay there again my review only got 7.5 and should of got 10. Please can this be changed as soon as possible. Thank you.

They remove my review!!!! For the first time!!! i think property owner pay them money to remove!! They told me u add names!!!! Every one add names!!! But they only remove my review!!! I will remove my account with them and booked directly with hotels and people they are cheaper than them any way..

Can I alter my comments on recent trip to TSH Florence with bookings.com 20th September for 3 nights,name,Barbara Brodie thanku very much

The other day, I wrote a review of my few days at Doongarra in Queenscliff. The comments I made should have been only for the owner to see. I would like to amend my comments to: The location was ideal and the accommodation very comfortable and convenient.

Hi my name is Dumisani, I recently stayed at Villa Manor and Spa, I gave them a bad review because they told me they don’t serve dinner and they served other guests and we had a misunderstanding about a deposit that I believed they owe me. So they were rude to me and I acted out of emotions. I would like to delete that review or change it if possible..

Yes if you ask booking

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Affiliate Partner Centre Support

Accommodations, cars and more, how to modify or cancel a reservation, 22 jun 2022 • knowledge, information.

You can manage reservations through your  Partner Center . Log into your account and select 'Reservations' on the menu on the left. In this section, you will see all the reservations you have made.

Under each reservation, you'll see a 'Manage Booking' button. By clicking on this button, you'll see the details of the reservation and you'll have the option to:

• Change dates
• Contact the property
• Check the policies
• Update credit card
• Cancel the reservation

If you'd like to change the names of your customers, please click on 'View confirmation' and more options will be available for change. Please pay attention to the policies of your reservations as there might be charges applied for shortening the stay. Extension of the stay will depend on the availability of the particular property.

Do you still need to get in touch

You can contact us here.

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Booking.com Reviews Policy | How to Remove Reviews on Booking.com

Whether when buying a house, or a car, or planning the next vacation, online reviews play an increasingly important role in the final decision-making process. According to Statista , two in every five European customers consider star ratings to be an important criterion when reserving hotel rooms, whereas around one in every three do not.

According to recent news via Phocuswire , travel reviews have a powerful influence on consumer booking behavior,

“With the growth of the vacation rental sector, it's little surprise that consumers continue to turn to reviews to help them make what is an emotional decision and one that takes up a significant percentage of people's income.”

As per information derived from Booking.com research team results, 53% of travelers have decided not to book accommodation after reading negative reviews about the host. 75% of travelers consider reviews from others to be important in finding welcoming hosts before booking.

An equally important piece of information gathered is that guests rate the staff higher than other factors such as value, location, and cleanliness when choosing where to stay. So paying attention to how the staff treats guests on arrival and during their stay is becoming a crucial factor.

As hosts and property managers the key takeaway on this is that your Booking.com listing may be successful or unsuccessful based on reviews, as they are a widely trusted source of information.

While they might be a lifesaver by bringing to the forefront stellar attributes of your property that you may have forgotten when creating your listing's profile, they can also damage your listing if they are blatantly honest or unreasonably critical.

Booking.com Reviews: What Hosts need to know

Maintaining a constant stream of bookings entails having solid reviews accessible for new guests to refer to. Guest reviews reveal the honest opinions of guests who stay at your property. This is why it is so important for the property owner/host to keep track of the reviews posted by previous guests.

How Guest Reviews work on Booking.com

A score between 1 and 10 is assigned to each review. To calculate the overall score, booking.com adds up all the review scores and divides that total by the number of reviews received.

The Guest Reviews Tab

A host can access guest reviews from within the extranet of Booking.com. The ‘ Guest Reviews ’ tab in your extranet gives you insight into what your guests liked and what could be improved.

Using this tab, you can see all your reviews over the last 36 months, as well as your average review score and ratings for services provided by you at your property during a guest stay.

The tab is divided into three sections:

• Guest reviews
• Average review score
• Additional rating

1. Guest Reviews

The latest reviews appear at the top of this section along with your reviews from the last 36 months.

There is a total review score as well as a breakdown of how the guest rated specific categories such as location and cleanliness for each review. Additionally, it includes the guest's name, reservation number, and any comments they made.

Booking.com does not publish a guest's name, reservation number, or date of submission if they left an anonymous review.

You can reply to a guest's review by clicking the 'Reply' button. Your replies will appear beneath the guest's comments on your property page.

Note that reviews from guests who haven't stayed at your property or reviews that are older than 36 months will not appear.

2. Average Review Score

Individual aspects and provisions of your property can also be rated separately by guests. The subscores and overall scores are submitted independently by guests - therefore they are not linked directly.

The average review score section shows your score for each of the six main categories,

• Services and facilities
• Hygiene conditions
• Value for money

Additionally, you will receive an overall average score. This will help you understand where your property is doing well and where improvements can be made.

Within 48 hours of a new guest review, or within 48 hours of a review being removed, your overall average score is calculated.

3. Additional Ratings

This section displays how guests rated other factors such as Wi-Fi, Breakfast, Amenities provided, etc. There is no direct impact on the average score from the ratings in this section. They may, however, appear independently on your Booking.com account page.

How to Access the Guest Review Scores on Booking.com

The "Analytics" page has a component - which is "Guest review scores" , which combines your ratings and comments from different guests to provide you with an overview of your property's performance.

Your evaluations are also monitored over time, so you can see how your property performs over time.

What is the protocol for guests to post reviews on Booking.com?

Only guests who have used Booking.com to make a reservation and/or who have stayed at your property may submit reviews on Booking.com.

Therefore, you should always inform Booking.com of a guest's cancellation by designating the reservation as a no-show.

How can a Host reply to reviews on Booking.com?

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.

• Reviews can only be responded to with comments.
• The reply must be in English or the same language as the review. Responses provided in a different language won't be displayed online or translated.
• Your response will be reviewed by the booking.com team before it's published online.

How can a Host Remove Reviews on Booking.com?

Making the most of reviews requires understanding how they work, who can leave them, and when they can be removed.

What you primarily need to acknowledge is that guest reviews are personal opinions expressed by guests after staying at a property and what their experience at your property was like.

Conditions for Review Removal on Booking.com

Booking.com will remove both the review and the score in the following circumstances to ensure the relevance and impartiality of reviews.

• The guest canceled a reservation and confirmed they were not able to make it to the property
• The reservation isn’t canceled last minute (24 hours prior)
• The review does not describe the guest's experience
• Due to an invalid credit card, the Host canceled the booking.
• Upon reviewing the guest's review, Booking.com determines that the property was incorrectly reviewed.
• Booking.com determines the review is intended to blackmail the host – in such instances written evidence is needed to remove a review for this reason.

If a guest checked in at your property but decided to leave before their planned check-out date – and then left a review – Booking.com will not remove these reviews as long as it’s relevant to the guest’s experience at the property and to the reason why they decided not to stay.

Booking.com Guest Reviews Policy

All reviews, positive and negative, will be published. However, reviews will not be displayed if it includes or mention,

• Politically sensitive comments
• Content intended for promotion
• Illegal activities
• Sensitive or personal information (e.g. email addresses, credit card numbers, etc.)
• Using profane, sexually explicit, hateful, discriminatory, or violent words or phrases.
• Fake content and spam
• Animal cruelty
• Inauthenticity (i.e. falsification of identity)
• Violations of Booking.com review guidelines.

As part of Booking.com's effort to ensure reviews are relevant, they accept only reviews that are submitted within 3 months of checking out. Once reviews are 36 months old, Booking.com automatically removes them from the property page.

In addition, Booking.com removes any reviews when an accommodation's ownership changes.

Fake Reviews

To detect fake reviews on Booking.com have specialized teams and automated systems in place. The data is deleted, and whoever is responsible for it may be taken to task if necessary.

As a host, whenever you notice something suspicious, you should report it to Booking.com Customer Service so that the fraud team can investigate it.

How to Request the Removal of a Guest Review

Message the booking.com team via the extranet by following these steps:

• Log in to the extranet
• Click on Inbox
• Click on Booking.com messages
• Click on See contact options
• Select Guest Reviews as the topic
• Click on See all contact options
• Choose your preferred contact method
• If you chose Message, indicate your booking number and explain your issue

How to Respond to Negative Reviews on Booking.com

Guests on Booking.com heavily rely on reviews as well as location and price when making decisions. In a survey conducted by Booking.com , they found guests prefer reviews from other travelers over those from reporters, travel bloggers, and even family and friends.

Negative feedback from guests may become uncomfortable to hear or see, but responding to it can be a great learning experience. The information you derive from a negative review may assist you in creating a better guest experience in the future.

When determining whether or not to reply to a bad review, a good rule of thumb is to respond to reviews that focus on details over which you have control. Here are a few pointers on how to address negative reviews,

1. Respond as quickly as possible

Whenever possible, respond to negative reviews as soon as possible. It was a negative review because the guest wanted you to know that their stay on your property was unpleasant. Consider a customer-focused approach to resolving the issue.

2. Thank the Guest

Thank them for bringing this issue to your attention and demonstrating that you take their feedback seriously

3. Acknowledge Your Guest’s Feedback

Don't discount your guests' feedback, even if you are skeptical. In your response, make sure you address their specific concerns and maintain a positive attitude. Refrain from being argumentative as you may come across as defensive to outside observers if you approach this issue as if it were a dispute.

4. Apologise if needed

Your apology should be sincere and empathetic, not deflecting criticism, but accepting responsibility for the unpleasant experience your guest had to face.

As a general rule, sincere apologies start with "I'm sorry" and then describe what happened. Remember to take them at their word and respect what they have said.

Example of an Apology to your Guest,

*“ We understand you had a disappointing stay at our property during your stay on (DATE) due to the (Describe the experience ). Providing a superior level of service to our guests is one of the things we take pride in at (property name). Thank you for informing us of the negative experience that disrupted your stay. We sincerely apologize for the inconvenience.” *

5. Indicate you are taking action toward the complaint

If you are taking steps to alleviate the problem, explain how you are doing so. At the very least, inform them how you are reviewing their complaint to ensure that future guests do not have the same experience. Keeping your words with action is, however, most important. It is important to show that you sincerely care about upgrading your property and making your guest's stay pleasant at all times.

6. Invite them back!

Let the guest know you'd like them to return on a later date and that you're open to hearing from them. Maintain a positive attitude and if you like you could offer them a discount on a future stay.

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• Booking.com

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Unsolicited - verified purchase.

Booking.com has a rating of 1.2 stars from 4,163 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Booking.com most frequently mention customer service, credit card, and free cancellation problems. Booking.com ranks 464th among Hotels sites.

• Service 1735
• Shipping 660
• Returns 1003
• Quality 1363

This company does not typically respond to reviews

What reviewers want you to know

Positive highlights.

• Who was the most amazing, caring, real person I have ever dealt with ever in customer service .

Critical highlights

• My last resort was to contact my credit card fraud department to challenge the charge.
• Worst part is I was also charged $154 cleaning fee for cleaning the apartment even though they put me in a hotel room .

“Glass On Glasshouse”

Wow Factor Getway Just to say this place is so quite peaceful and tranquil. Birdlife, kangaroos other animals. Gary & Darrell are the perfect host. Meet Gary he made me welcome. Had 2 nights stay. Just amazing awersome place to stay. Definitely will go back. Ms Margaret Sherwood

“Flight flexi ticket is a literal scam!”

Avoid buying any flight *******@bookingcom at all costs. Especially their flexi ticket which they don't support and is a literal scam! We tried to get a flight change for 5 days, eight calls, the flight times came and went, while they promised to call back in 3 hrs every time. Never a call came! Left stranded overseas, our only option was to buy a completely new ticket direct from an airline company. To top it off, their online complaints form is broken on both chrome and edge.

Reviews (4,163)

Reviews that mention popular keywords

• Follow Susan M.

We were charged twice for a 4 night stay. We also only stayed 1 night because the hotel room was infested with bed bugs and cockroaches. We were bitten at least 100 times. We informed Booking and sent them pictures of the bites, the roaches and the double charges on my Visa. They kept saying they were not receiving our emails and basically refused to help us. We ended up paying for 8 nights, stayed 1 and were in a horrible room. They did nothing. Expedia would have been far more helpful.

• Follow Steven V.

Booking.com host hotel that provide false advertising, no toilet paper, & bedbugs. They would not provide refunds after spending with for years without complaint. Use another third party service NOT Booking.com.

• Follow Niki Z.

I've been trying to get my money back from booking.com cancelation for the longest time ever. The amount of over 500$ has been taken out of my "wallet" and never returned! Customer service is fully automated, which means you never get to speak with an actual person. All emails are answered by an automated service as well. DO NOT BOOK THROUGH booking.com! Go to hotels directly or airbnb.

Tip for consumers: Total rip off!!! Stay away from booking.com!

• Follow Jayakrishnan Nair P.

Disappointing Experience - Unfulfilled Booking and No Refund I regret to share my disappointing experience with Booking.com regarding a reservation I made for an Oyo hotel in Mumbai. Despite making a reservation and paying half of the total amount in advance, I encountered a significant issue upon arrival. Upon reaching the hotel, I was informed that the booked room was unavailable and that I could secure a room by paying an additional Rs. 1000 beyond the originally listed price on Booking.com. This unexpected demand was both distressing and unprofessional. Despite raising this concern with the hotel staff, I was met with indifference and no resolution was offered. To exacerbate matters, I've reached out to Booking.com's customer care twice over the past three months, yet regrettably, no action has been taken to rectify the situation or refund my money. My sincere advice to future guests is to exercise caution when using Booking.com. It appears that their booking system does not guarantee room availability, and the lack of responsiveness to customer concerns is disheartening. I strongly recommend calling and confirming reservations directly with the hotel to avoid unforeseen complications. Date of experience: December 15,2023

• Follow Natalie J.

I booked a scam on booking.com and fought so hard for my refund. I still haven't received the refund for the scam, but only for the additional costs that came from booking a new accommodation. Worst customer service on the planet and they're making billions.

From the business

Booking.com provides online bookings of hotels, resorts, hostels, and other travel accommodations around the world. The site attempts to separate itself from rival reservation sites by offering deals and its own hotel reviews. Booking.com is a subsidiary of Priceline.com, a publicly traded company (Nasdaq: PCLN).

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How to Get More Reviews on Booking.com (A Simple Guide)

Reviews act as one of the highly significant sources of information by allowing the guests to read them and then make their decisions. Hence it is important for every business, a company or hotel, to think of the ways in which they can generate more quality reviews in order to convert visitors into customers. It is true that 88% of the customers trust online reviews as much as a personal recommendation.

Headquartered in the Netherlands, Booking.com is a travel fare aggregator and metasearch engine for lodging reservations. With over 29 million listings worldwide, this comes across as one of the most widely used OTA platforms for the guests to visit and book accommodation for themselves. It is evident from the research that “travelers are more likely to trust property with 20 reviews than one with 2 reviews –” Thus along with the quality even the quantity of reviews matters!

In a way, the implication is that one has to constantly persevere in order to keep the reviews flowing on this platform since Booking.com increased reviews carry a lot of weight.

So once you have registered your business and started responding to the reviews on Booking.com, it is time to look for ways in which you can increase these reviews and improve the score.

To help you achieve this goal, we have simplified things in this framework:

But before we get started, here is a note about Booking.com reviews:

Verified Reviews vs Non-Verified Reviews

It is important to know that Booking.com has verified reviews, which means, only guests who stayed can leave a review unlike Google and TripAdvisor, which have non-verified reviews, which means the stay is not necessarily confirmed.

Why This Distinction?

With sites like Booking.com and Expedia, the write a review link is only sent to guests who have actually stayed at the property and not available to anyone. Usually, most of these OTAs send out a post-stay reminder email to encourage guests to leave a review, so they are Verified Reviews.

Keeping this in mind we need to have more of a nurturing mindset, setting yourself for success:

So, Let’s Look at the Guest Journey:

1. Pre-Arrival 2. Arrival 3. The Stay (Core: cleanliness, suitable amenities, warm service + delights) 4. Check out The right set of reminders as well as the reminder at the checkout

That being said, here are a few highly proven steps under each of the framework categories (see the table above)that will help you get more Booking.com Reviews:

1. Provide a Great Guest Experience

Nothing can beat the exquisite experience that you can provide to your guests during every touchpoint in the customer mapping journey. These touchpoints include the pre-arrival, mid-stay/during the stay and check-out/post check out experiences where you can check on your guests to see how they are doing or is there anything they need at the moment which will allow you to make their stay even better. Guests will surely remember that and this, in turn, will help generate more reviews. ‍

Make sure that your core offerings are solid: Amenities, Cleanliness, Warm Service with a smile which are core expectations that the guests have.• Add Delights along the wayThough an indirect way of asking the guests for their feedback, delights along the way like greeting the customers and presenting a complimentary drink to them on their arrival, by offering a warm cookie or water bottle upon check-in or by providing them a special experience on their big day or any other occasion in their life will surely make a difference as it is always about creating an experience, however small it may seem. Guests remember the special things you do for them and this, in turn, might just encourage them to leave you a review on Booking.com. Again, it can also mean checking in with the guests mid-stay if things are going well or are there any special requirements, etc. ‍

• Leave a Personal Note to the GuestsAnything that has a personal touch to it is loved by all. A personal note welcoming your guests or bidding them goodbye will be highly appreciated. Make sure that you include the reminder for sharing feedback at the end of this note to encourage the guests to share their experience with you. ‍

• Make good use of your Guest Messaging tool

Text messaging will play an important role here at every touchpoint for the seamless guest experience. Especially, a text message post-check-out will not only make the customer happy but at the same time, will remind them about reviewing their experience with you.

• Compile a ‘Welcome Pack’ for the guestsAnother way in which you can lead the guests to review is by presenting a booklet or brochure to them on their arrival which gives out all the details about your property including the facilities, timings for using them, explains the house rules and offers tips about local restaurants and attractions. But remember to make it short and sweet as guests would not have the leisure time to go through it all. Make sure you also include a simple review reminder at the bottom in a sweet, simple way.

2. Ask For Feedback

Though it qualifies as one of the most conventional or traditional methods of getting reviews, ‘asking’ can still never go out of fashion. The best way to get customer feedback is by asking for it. Look for the ways in which you can very strategically ask for customer’s feedback: it can be through text messaging, e-mails or even in person by making your staff your mouthpiece which will help you approach the customers directly for their feedback. But avoid being coming across as too clingy in this regard as it might pester the guests and, in turn, dissuade them from leaving a review.

Again, there are various ways of asking feedback from the customers:

• Let your staff do the honors by asking the guests in person about their experience as well as for the feedbackWith adequate staff training, you can always ask your staff to participate in the process of asking for more reviews and feedback from the customers. Allow them to do it courteously and with a smile on their face. This might be one of the traditional ways of asking customer feedback, but again, this hasn’t really gone out of fashion.• Ask feedback through text messages or follow-up emailOne of the best ways to ask for feedback is through guest messaging where you are able to communicate with your guests easily, again at every touchpoint to know their requirements better. Even a short text message will help remind the guests for reviews and it would be easier in redirecting them to the review interface to pour in their feedback as mobile phones are more preferable over emails. Text messages also allow the customers to share feedback mid-stay or post-stay directly with the hotel and encouraging the hoteliers to take the necessary call. On the other hand, even if text messaging takes precedence over emails, you can still continue to make your email game stronger by carrying it on side-by-side and sending a quick, short email asking for customer feedback to generate more reviews. Remember that in your emails:

-You sound professional -Thank the customer for choosing your property, -Let the customer know that you read and value all their feedback, -Provide a direct link for the visitors where-in they can leave a review.

• Leave behind a Review CardA review card is more of marketing collateral that will act as a reminder to your customers that they are to review you on Booking.com. During check-out, you can very courteously present a review card to them which should have the follow-up indicators: your contact details and the reminder to review you on Booking.com. Again, we are not really recommending this as a 100% effective way of gathering reviews as sometimes the customers might choose to ignore it or forget to get back to it later on. But you can still include it as a part of your review-generation campaign. • Prepare in advance for the review outcome by engaging in a conversation with the guests about their experience

While a good guest experience and the resultant review can be aided by giving constant reminders, you can also reduce the negative reviews to a great extent by engaging in a conversation with your guests prior to their leaving a review on Booking.com, especially in the case of a negative experience. If the experience is a positive one, you can express your gratitude and politely remind them about clicking on the link they will receive from Booking.com to post their review. 

On the other hand, if the experience is a negative one, you can play your own part in pacifying the customers and coming across as responsive as possible to earn back their trust. It is highly likely that the customers would not want to waste their time writing or talking about the grievances once again on a review platform, especially if they’ve already discussed them at length with you.

Thus, your conversation can play an important role in regulating or determining the quality of reviews that you receive on Booking.com

For instance,

Hotel Manager: Hello, Miss Smith! How was everything? Ms. Smith: Oh! It was great, Manager: Glad to hear that and oh, you will receive an email from Booking.com. Please take a moment to review us, we’d appreciate it. Ms. Smith: Sure! I will.

Alternately, in case of a negative experience:

Manager: Hello, Miss Smith! How was everything? Ms. Smith: It was okay! Manager: We are sorry to hear that. But is there something you think we could do to improve? If so we will be sending feedback please do let us know, it goes to our management so we will make sure it gets taken care of, Once again our sincere apologies.

• Provide visual reminders to the guestsThe biggest problem with most of the guests is that even when they are interested in leaving a review, they keep it on hold and forget about getting back to it later on due to other preoccupations. Hence, the task is to make the process easier for guests by leaving visual reminders like flyers or posters here and there, reminding the guests to post a review.

3. Make the Review Process Easier For Guests

One of the things about Booking.com is that only the verified users can leave a review by clicking on the review link that they will receive from Booking.com itself. Hence, keeping this in mind, make it easy for your guests to access that link and send effective reminders regarding the review posting.

• Play your own part well in leading the guests to review you by giving ample reminders and making it simpler

Even though you cannot send a direct review link from Booking.com's side to the guest, you can put in your best effort to lead the guests to review you on this platform. As noted above, timely and strategic reminders will really serve the purpose well, besides asking and indulging in a conversation with them.

• Opt for an automated solution which can aid you in review generation

An effective and technology-driven end-to-end solution will be the most effective in helping you with your reputation management which, in turn, will help you increase your Booking.com reviews. Again, a review generation tool will help streamline the entire review process. It is also one of the most effective means of a reminder to the guests and also presents them with an easy process of review-writing where they just have to click and leave their review. In short, an easy, time-saving and simple technique of review-writing

Additional Tips

• Timely respond to the reviews on Booking.com as this can also encourage the guests to leave you a review by conveying the message that you consider their feedback valuable and care to respond to each of them.• Handle the negative reviews pretty well by deploying a personal yet professional tone in curating your response which acts as a great indicator of your reputation as a hotel or business.

• Register on Booking.com and completely fill out your business details.

• Finally, provide a review-worthy service to your customers which is the real prerequisite for the ultimate review generation on Booking.com.

Following the above steps with diligence and dedication will surely work wonders and aid in increasing Booking.com reviews for your hotel or business. Obviously, you can also opt for an automated solution or review generation wizard to strengthen the process even further.

Looking to increase the reviews on Booking.com today? We can help!

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How guest reviews work

Each review score is between 1-10. To get the overall score that you see, we add up all the review scores we’ve received and divide that total by the number of review scores we’ve received. We are currently testing a weighted review system in Malta and Iceland (excluding hotel and vacation rental chains). For properties in these countries, the more recent the review, the bigger the impact on the total review score calculation. In addition, guests can give separate ‘subscores’ in crucial areas, such as location, cleanliness, staff, comfort, facilities, value for money and free Wi-Fi. Note that guests submit their subscores and their overall scores independently, so there’s no direct link between them.

You can review an Accommodation that you booked through our Platform if you stayed there or if you arrived at the property but didn’t actually stay there. To edit a review you’ve already submitted, please contact our Customer Service team.

We have people and automated systems that specialise in detecting fake reviews submitted to our Platform. If we find any, we delete them and, if necessary, take action against whoever is responsible.

Anyone else who spots something suspicious can always report it to our Customer Service team, so our Fraud team can investigate.

Ideally, we would publish every review we receive, whether positive or negative. However, we won’t display any review that includes or refers to (among other things):

• Politically sensitive comments
• Promotional content
• Illegal activities
• Personal or sensitive information (e.g. emails, phone numbers or credit card info)
• Swear words, sexual references, hate speech, discriminatory remarks, threats, or references to violence
• Spam and fake content
• Animal cruelty
• Impersonation (e.g. if the writer is claiming to be someone else)
• Any violation of our review guidelines.

To make sure reviews are relevant, we may only accept reviews that are submitted within 3 months of checking out, and we may stop showing reviews once they’re 36 months old – or if the Accommodation has a change of ownership.

An Accommodation may choose to reply to a review.

When you see multiple reviews, the most recent ones will be at the top, subject to a few other factors (what language a review is in, whether it’s just a rating or contains comments as well, etc.). If you like, you can sort and/or filter them (by time of year, review score, etc.).

We sometimes show external review scores from other well-known travel websites. We make it clear when we’ve done this.

Guidelines and standards for Reviews

These guidelines and standards aim to keep the content on Booking.com relevant and family-friendly without limiting expression of strong opinions. They are also applicable regardless of the sentiment of the comment.

Contributions should be travel related. The most helpful contributions are detailed and help others make better decisions. Please don’t include personal, political, ethical, or religious commentary. Promotional content will be removed and issues concerning Booking.com’s services should be routed to our Customer Service or Accommodation Service teams.

Contributions should be appropriate for a global audience. Please avoid using profanity or attempts to approximate profanity with creative spelling, in any language. Comments and media that include 'hate speech', discriminatory remarks, threats, sexually explicit remarks, violence, and the promotion of illegal activity are not permitted.

All content should be genuine and unique to the guest. Reviews are most valuable when they are original and unbiased. Your contribution should be yours. Booking.com property partners should not post on behalf of guests or offer incentives in exchange for reviews. Attempts to bring down the rating of a competitor by submitting a negative review will not be tolerated.

Respect the privacy of others. Booking.com will make an effort to obscure email addresses, telephone numbers, website addresses, social media accounts, and similar details.

The opinions expressed in contributions are those of Booking.com customers and properties and not of Booking.com. Booking.com does not accept responsibility or liability for any reviews or responses. Booking.com is a distributor (without any obligation to verify) and not a publisher of these comments and responses.

By default, reviews are sorted based on the date of the review and on additional criteria to display the most relevant reviews, including but not limited to: your language, reviews with text, and non-anonymous reviews. Additional sorting options may be available (by type of traveller, by score, etc.).

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This service may contain translations powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and non-infringement.

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Verified reviews from real guests.

We have more than 70 million property reviews, and they're all from real, verified guests .

How does it work?

It starts with a booking.

The only way to leave a review is to first make a booking. That's how we know our reviews come from real guests who have stayed at the property.

Followed by a trip

When guests stay at the property they check out how quiet the room is, how friendly the staff are and more.

And finally, a review

After their trip, guests tell us about their stay. We check for naughty words and verify the authenticity of all guest reviews before adding them to our site.

If you booked through us and want to leave a review, please sign in first.

Editing a review you wrote

To encourage honest and impartial reviews, we limit the ability of Hosts and guests to edit a review after they’ve written it.

For stays, if you submit your review first, you may edit it anytime within the 14-day review period, up until the other party submits their review. Once both reviews are submitted or the 14-day review period has ended—whichever comes first—both reviews are automatically published and no more changes can be made. Find out how reviews work for stays .

For Experiences, reviews are only written by guests. You may edit your review within 48 hours of initially submitting it, even if the review has been published. Find out more more about how reviews work for Experiences .

Editing your recent review

• Go to Profile > Reviews you've written
• Select Reviews by you
• Go to the review you’d like to edit and click Edit

You need to log into your account via a browser to change any reviews by you.

• Go to the review you’d like to edit and tap Edit

Removing reviews  

Once a review you’ve written has been published, you can  contact us  to request for it to be removed. 

Did someone else write the review? Just be aware that we will only take action if it violates our  Review Policy . Please note that someone who wrote a review always has the right to request that it be removed.

Related articles

Host and guest reviews for stays, how reviews work, airbnb's reviews policy.

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