Booking.com Review Guide

Who uses Booking.com

Hotels, apartments, homes and alternative stays listed by their owners or managers. Reviewers are guests who booked through Booking.com, including no-shows and people who booked a stay for family or friends.

Claim your profile

1. A property gets its page by registering with a Booking.com partner account, which is separate from a guest account.
2. Start the registration with an email address, click the confirmation link within 72 hours, and set a password.
3. Choose the property type (apartment, home, hotel or alternative place) carefully, because it cannot be changed later.
4. Add the property name and the address where guests arrive; Booking.com may send a letter to that address to verify the location.
5. Finish and maintain the listing in the Extranet, the main workspace for the property. To add more properties, the primary account holder does it in the Extranet.

Official guidelines: partner.booking.com

Replying to reviews

In the Extranet, open Guest reviews, click Reply under the review, type the response and send it; the Pulse app follows the same steps. Booking.com's team reviews each response before it is published, which may take up to 72 hours, and the reply then appears on the property page under the guest's comment.

• Only reviews that have a title or comments can be answered; a review that is a score alone cannot.
• Write in the language of the review or in English. Responses in other languages are not published.
• Existing responses can be edited or removed only in the Extranet, through View your approved response.
• Booking.com's content guidelines apply to replies as well as reviews, so a reply may not include personal data or contact details meant to promote services.

Official guidelines: partner.booking.com

Review rules

In our own words. The official page is the rule that applies.

• Only customers who booked through Booking.com can review. Invitations go out about 48 hours after check-out, and guests have three months to complete them.
• A guest who arrives but leaves early can still review; a reservation canceled before check-in gets no review questionnaire.
• Partners may not review their own listing, and reviews may not contain self-promotion, advertising or contact details meant to promote services.
• Hate speech, harassment, threats, violent or sexually explicit content, and personal data such as card numbers, ID numbers or addresses are not allowed.
• Content must relate to the actual travel experience; misleading or deceptive content, including misleading AI-generated content, is not allowed.
• Anonymous reviews are no longer accepted (a few may still come from older app versions), and existing anonymous reviews are not grounds for removal.
• The overall Guest Review Score is weighted by recency, so the newest reviews count most.

Official guidelines: booking.com

Reporting a review

Booking.com's own process, step by step.

1. Log in to the Extranet, click Inbox and select Booking.com messages.
2. Click See contact options, choose Guest Reviews as the topic and pick a contact method. For a message, give the booking number and explain the issue.
3. Booking.com's removal conditions include a guest who canceled and confirmed they did not arrive, a booking you canceled at least 24 hours before check-in, a no-show whose review does not describe a stay, a review of the wrong property, and blackmail (written evidence is required).
4. It also removes reviews with offensive or illegal content, spam, fake content, impersonation, unauthorized personal information or off-topic content.
5. When only the text of a review is removed, the score may stay, and it can then no longer be answered.

Official guidelines: partner.booking.com

Tips

• Reply to written reviews, positive and negative, with a short and personal message.
• Acknowledge a negative experience and say what you are changing, without arguing with the guest.
• Keep replies accurate and free of contact details or offers so they pass moderation.
• Use the category scores to spot areas such as cleanliness or staff that need attention.