How do I respond to guest reviews on Booking.com?

You reply to Booking.com reviews in the Booking.com Extranet, under Guest Management > Guest reviews. Smoobu does not carry Booking.com review replies, so this one stays on Booking.com's side. Your reply then goes through Booking.com's moderation, which can take up to 72 hours before it appears.

Before you start

You need both of these:

• Access to your Booking.com Extranet account.
• A review with a title or a written comment. Booking.com only lets you reply where the guest wrote something. A bare score has nothing to answer.

What Booking.com expects from a reply

• Write in English or in the language of the review. Booking.com accepts those two and nothing else.
• Expect a moderation delay. Every reply, and every edit to a reply, goes through a standard review process that can take up to 72 hours before it publishes.
• Follow Booking.com's content guidelines. Replies are held to the same content-moderation rules as the reviews themselves.
• Recent reviews weigh more. Your overall score is weighted by recency, so keeping up with new reviews moves your score faster than working through old ones.

Post your reply

1. Log in to your Booking.com Extranet. You can do this in a desktop browser or in the Booking.com mobile app.
2. Under Guest Management, click Guest reviews.
3. Find the review you want to answer and click Reply.
4. Type your response and click Send.

Edit or remove a reply you already sent

Changing a reply works in a desktop browser only. The Booking.com mobile app posts replies but does not edit them.

1. Log in to your Booking.com Extranet on a desktop browser.
2. Go to Guest reviews.
3. Find the review and click View your approved response.
4. Click Edit to change your text, or remove the response.
5. Click Send to submit the change.

Your edit goes through the same moderation, so allow up to 72 hours again.

Check it worked

Open your property page on Booking.com and find the review. Your reply shows underneath it. If it is not there yet, it is most likely still in moderation.

Common problems

Your reply has not appeared

Give it up to 72 hours. Every reply is moderated before it publishes, and an edit restarts that clock. If it is still missing well after that, contact Booking.com Partner Support; the moderation decision is theirs.

You cannot find the Edit option

You are probably on the mobile app. Editing and removing an existing reply only works in a desktop browser. Open the Extranet there and try again.

You want to reply from Smoobu

There is nothing to reply to in Smoobu. Booking.com reviews and their replies stay in the Booking.com Extranet. Airbnb works differently: its reviews do sync into the booking in Smoobu, and you answer them there. See and .

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Still stuck?

If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:

• Your Smoobu User ID (in the profile-icon menu, top right).
• The property name or ID, if it's about one property.
• The Booking ID, if it's about one booking (Bookings, then View more).
• The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
• A short step-by-step: what you did, what you expected, and what happened.
• Screenshots or a short screen recording of the problem.
• Your browser and operating system, if something looks wrong on screen.