Booking.com works with reviews from guests who have stayed in places booked through this website. If you offer accommodation to guests via Booking.com, you are automatically open for receiving reviews. These reviews, or reviews, help other people who want to book via Booking.com. Of course you assume that guests are happy and give you a good review. Yet this is not always the case. A negative assessment cannot always be prevented. It can of course have unpleasant consequences. What can you do if you have received a negative review on Booking.com?
You do your utmost as a hotelier or host to make your guests feel at home. Then it feels extra bitter when, despite your personal attention, you receive an undeserved assessment. The toilet seat was up, there was no Limburg newspaper or the receptionist was not smiling wide enough. What can you do about it?
Submit a request to Booking.com
If you have received a negative review on Booking.com, then of course you would prefer it to disappear. Unfortunately, this is not that easy. Booking.com likes to keep things as honest as possible. Every guest is free to post a review from their own opinion. This also means that assessments cannot always be positive. Something goes wrong everywhere. If you believe that a negative review on Booking.com damages your business, you can take steps to have the review removed. For this you must submit a request to Booking.com. But remember:
Reviews are not simply deleted
Booking.com will not simply remove a negative review. Only in a few situations will the website choose to remove a negative review from the website. This concerns the following situations:
- When guests have not stayed in your accommodation, for example due to bank transfer, cancellation or no-show, but have subsequently written a negative review.
- When criminal or illegal activities are promoted in the relevant assessment.
- When the negative review contains contact information.
- When the assessment is used to promote a competitor.
- When the written review can be considered fraudulent.
- When the assessment is inappropriate. This is the case when it contains, among other things, swear words, curses, discriminatory statements or hateful remarks.
Submit a removal request online
If you believe that a review has been written about your opportunity that can be removed on the basis of the set rules, you can submit a request for this online. Help page For this you can also contact Booking.com by email via your Connect inbox. It is also possible to submit the situation by telephone.
However, in all cases you have to take into account that it is not arranged within a few minutes. Booking.com employees will carefully review a negative review and then decide whether it should be removed or not. If Booking.com decides not to remove a negative review, you cannot do anything about it with this organization.
Have the assessment assessed
If Booking.com has decided that there is no reason to remove a negative review, the road via Booking.com ends. You can then choose to submit this judgment from Booking.com to a subdistrict court judge. The latter can take a close look at Booking.com's decision and, if applicable, require the review to be removed.
Respond to the assessment
Does Booking.com not remove the assessment and do you not consider it worthy of going to a sub-district court? Consider responding directly as a hotel or accommodation. Be businesslike and factual, not emotional and personal. Otherwise your reaction will be counterproductive.
How to keep the following in mind when responding to the assessment:
- Only reviews with a response can you respond to;
- The language must be the same. Responses in another language are not shown online;
- The response is checked by Booking.com;
- After sending, you cannot change the response;
- Keep your response short and relevant;
- Be sincere, look for improvement opportunities and stay hospitable.
Your way of responding tells a potential booker more than the negative response itself.
This is how you respond to a review at Booking.com:
- Select 'Guest assessments' in the Extranet.
- Click on 'Respond' and write the comment (or copy / paste);
- Click on 'Send'.
See the English explanation in the video below:
Review marketing: why, how and what
Get started seriously with review marketing? Read here how important reviews are, what you do exactly, 8 practical tips for dealing with negative reviews and advice from Koninklijke Horeca Nederland on review blackmail.