How Do I Respond to Guest Reviews on Booking.com ?

Learn in this guide how to view, reply to, and manage guest reviews to improve your property's reputation and enhance your guest communication.

Guests who have booked a stay at your property can leave a review and score their experience. These reviews provide essential feedback to help improve your property and services.

Your overall review score is weighted by recency, meaning newer reviews have a larger impact on your ranking. You can submit responses to reviews that contain a title or written comments. All replies must be written in either English or the language of the original review, and they will undergo a standard review process that may take up to 72 hours before publishing.

How to Respond to a Review

You can write your initial response using either your web portal or mobile app.

1. Log in to your account.

2. Under Guest Management, click on Guest reviews.

3. Find the specific review you want to address and click Reply.

4. Type your response clearly and click Send.

How to Edit or Remove an Existing Response

Modifications or removals of existing replies can only be processed through your main desktop web portal.

1. Log in to your account.

2. Navigate to Guest reviews.

3. Find the relevant review and click View your approved response.

4. Click Edit to update your text or remove it.

5. Click Send to submit your changes for review.

Tips and Tricks

• Personalize Your Message: Take the time to address guests individually. Writing original, specific responses makes your communication feel genuine.

• Maintain a Professional Tone: Always remain polite and professional, especially when addressing negative feedback. A positive attitude can successfully turn a negative review around for potential future guests.

• Be Concise and Accurate: Keep your text direct and strictly true. Avoid over-complicating your explanations.

• Acknowledge Negative Experiences: If a traveler had a sub-optimal stay, acknowledge their feelings directly. Detail the specific steps you are taking to improve your property features.

• Follow Platform Guidelines: All review replies must comply with standard content moderation rules to ensure your property remains professional and appropriate for a global audience. For more details on compliance, review the Content Moderation Guidelines.