What Booking.com Will Actually Remove — and What It Won’t
A guest’s genuine but unflattering account of a stay that actually happened stays up. Here’s what does qualify for removal, and how the process works through the Extranet.
Yes, in specific cases — Booking.com will remove or decline to publish a review if the guest confirmed they didn’t arrive for the reservation (no-show), if the property canceled the reservation at least 24 hours before check-in, if there’s evidence the review is being used to blackmail the property, or if the content violates Booking.com’s guidelines (spam or fake content, impersonation, exposed personal information, off-topic or promotional content, hate speech, or other prohibited content). A real guest’s genuine, unflattering account of a stay that actually took place is not grounds for removal, even if it’s harsh.
Booking.com’s Guest Review GuidelinesWhich reviews can be removed?
- The guest didn’t arrive and confirmed the no-show, or the property canceled the reservation at least 24 hours before check-in
- There is written evidence the review is being used to blackmail the property
- The review contains spam, fake content, or impersonation
- The review exposes personal information or includes off-topic, promotional content
- The content includes hate speech, discrimination, threats, or other content that violates Booking.com’s guidelines
If a flag or dispute is denied
Booking.com’s stated process for a disputed review is to flag it through the Extranet’s Guest Reviews section with the specific guideline it violates; its content moderation and fraud teams review flagged reviews and supporting evidence before making a decision. Booking.com does not publish a separate self-service appeal form beyond that flagging and investigation process.
Improve your rating instead
For reviews that don't qualify for removal, a professional response and a consistent flow of new reviews does more than chasing a removal that isn't coming.
Frequently asked questions
A property partner flags a review from the Guest Reviews section of the Booking.com Extranet, selecting the specific guideline it violates. Booking.com’s content moderation and fraud teams investigate before deciding whether to remove it.
No. Booking.com only removes reviews that violate its guidelines or don’t reflect an actual completed stay — a real guest’s genuine negative experience stays published even if it’s damaging to read.
Booking.com displays guest reviews for up to 36 months, and only reviews from that trailing window count toward the current Guest Review Score. Reviews also stop displaying following a change of property ownership.
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