How to Remove a Negative Review on Booking.com: A Complete Guide

Introduction: Why Managing Reviews Matters

Online reviews play a critical role in shaping consumer decisions, especially in the hospitality industry. A negative review on Booking.com can significantly impact your property's reputation, leading to fewer bookings and lost revenue.

While positive reviews boost credibility, managing and addressing negative feedback is just as important. The good news? Some negative reviews may qualify for removal if they violate Booking.com’s policies.

In this guide, we’ll walk you through:

• The conditions under which you can request the removal of a negative review.

• The step-by-step process to dispute and remove reviews.

• Strategies to manage and mitigate negative reviews effectively.

• Answers to commonly asked questions about Booking.com reviews.

Use the Free Negative Review Analysis Tool to Protect Your Reputation

Not sure if a negative review qualifies for removal? Save time and avoid frustration by using our free negative review analysis tool.

This tool:

✔️ Scans reviews for potential policy violations.

✔️ Provides removal eligibility rankings (low, medium, high).

✔️ Gives personalized guidance on how to dispute reviews successfully.

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Step-by-Step Guide to Removing a Negative Review

1. Check If the Review Qualifies for Removal

Booking.com has strict guidelines regarding when a review can be removed. The following scenarios may make a review eligible for deletion:

✅ The guest canceled their reservation and did not stay at the property.

✅ You canceled the reservation at least 24 hours before check-in.

✅ The reservation was a no-show, and the review does not describe a guest experience. ✅ The review was mistakenly posted for the wrong property.

✅ The guest attempted blackmail or extortion (written proof required).

✅ The review contains abusive language, threats, or discriminatory remarks.

✅ The review promotes illegal activities or includes personal contact details (e.g., phone number, email, or address).

If your review meets one of these criteria, you can request its removal by following the steps below.

2. How to Request a Negative Review Removal on Booking.com

To request a review removal, follow these steps:

1. Log in to your Booking.com Extranet.

2. Click on Inbox → Booking.com messages.

3. Click on See contact options.

4. Select Guest Reviews as the topic.

5. Click on See all contact options.

6. Choose your preferred contact method (message or call).

7. If using Message, provide the booking number and explain why the review violates Booking.com’s guidelines.

8. Submit your request and wait for a response from the Booking.com team.

⏳ Processing Time: Booking.com typically reviews removal requests within a few business days. If your request is denied, consider appealing with additional evidence.

Handling Reviews That Can't Be Removed

Not all negative reviews qualify for removal. In such cases, use the following strategies:

1. Respond Professionally and Promptly

A well-crafted response can turn a negative review into an opportunity to showcase excellent customer service. Here’s how to reply effectively:

✅ Acknowledge the feedback – Show appreciation for their time and comments.

✅ Apologize if necessary – Even if you disagree, a simple apology can de-escalate the situation.

✅ Clarify misunderstandings – Provide factual information if a review contains misleading claims.

✅ Offer a solution – If possible, invite the guest to discuss their concerns privately.

Example Response:

Dear [Guest’s Name],Thank you for your feedback. We are sorry that your experience did not meet expectations. We strive to provide the best service possible, and we would love the opportunity to address your concerns. Please contact us directly at [email/contact] so we can assist you further. Best regards,[Your Hotel Name]

2. Encourage More Positive Reviews

✅ Ask satisfied guests to leave reviews – The more positive reviews you receive, the less impact a single negative one will have.

✅ Follow up with guests after their stay – Send a thank-you email and kindly request feedback.

✅ Improve service based on past reviews – Address recurring complaints to prevent similar negative feedback in the future.

Preventative Tips for Avoiding Negative Reviews on Booking.com

The best way to handle negative reviews is to prevent them from happening in the first place. Here are some proactive strategies:

1. Communicate Clearly Before Arrival

• Set accurate expectations about room conditions, amenities, and policies.

• Confirm special requests in advance.

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2. Address Issues Immediately

• Train staff to handle guest complaints on the spot.

• Offer solutions before the guest leaves unhappy.

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3. Follow Up After Check-Out

• Send a personalized email thanking guests for their stay.

• Provide a feedback form to resolve concerns privately before they leave a public review.

  
  

Commonly Asked Questions

1. How do you remove a negative review on Booking.com?

To remove a negative review, you must check if it meets Booking.com’s removal criteria. If the review contains policy violations or incorrect information, submit a request through your Extranet Inbox under the “Guest Reviews” topic.

2. How do I report misconduct on Booking.com?

If you need to report misconduct by a guest or another property, you can contact Booking.com support via your Extranet Inbox under the relevant topic or reach out to customer support directly.

3. What is the review policy for Booking.com?

Booking.com only allows reviews from verified guests who have stayed at the property. Reviews must be relevant, respectful, and free from offensive content, illegal activities, or personal contact details. If a review violates these guidelines, it can be reported for removal.

4. How do I remove a non-refundable rate on Booking.com?

To remove or modify a non-refundable rate, follow these steps:

1. Log in to your Booking.com Extranet.

2. Go to Rates & Availability → Rate Plans.

3. Find the non-refundable rate plan and click Edit.

4. Change or remove the rate conditions and save your settings.

If you need assistance, contact Booking.com support.

Conclusion: Take Control of Your Business Reputation

Negative reviews on Booking.com can harm your reputation, but with the right approach, you can minimize their impact. Use our free negative review analysis tool to quickly assess removal eligibility and dispute unfair reviews efficiently.

By staying proactive and handling negative reviews wisely, you can protect your brand, build customer trust, and ensure your Business Profile reflects the true quality of your services.

📌 Ready to improve your reputation? Try the free Instant Assessment negative review tool now!