The Ultimate Guide to Hosting on Booking.com (2026)

Developed in collaboration with Booking.com

Last Updated: December 2025

‍Reviews can make or break your Booking.com listing. Guests rely on them as one of the most trustworthy ways to get a real sense of your property.Great reviews showcase the features that make your space special—sometimes things you might not even think to highlight yourself. On the flip side, negative reviews can quickly turn potential guests away if they come across as harsh or unfair.Here's everything you need to know about managing reviews on Booking.com.

Don't see the form to download our rental agreement template? Click here.

Managing reviews on Booking.com

Maintaining a steady stream of bookings relies heavily on having strong reviews for potential guests to take a look at. But how can you, as a host, stay informed about what past guests are saying?First, know that your review scores from other travel websites are converted and displayed on your property page before your first Booking.com guests leave their reviews. That way, you don't have to start from scratch when listing on Booking.com.Booking.com also simplifies the review management process by consolidating all your reviews in one place within the extranet. By navigating to the Guest reviews tab, you’ll find an overview of your property’s performance through guest scores and comments. This feature provides a clear snapshot of how your property is perceived. This section also tracks reviews over time, allowing you to monitor trends and evaluate long-term performance.Keep in mind, however, that the data in the Guest reviews tab might differ slightly from what you see on the Booking.com website. This is because the analysis includes all reviews, even those that have not yet been approved or from no-show bookings, resulting in potential variations in the figures displayed.

How to get good reviews on Booking.com

Providing excellent guest experiences is key to receiving good reviews on Booking.com. Positive reviews elevate your property's reputation and increase the visibility of your listing. Focus on creating a memorable and hassle-free stay for your guests by taking proactive steps.Here are some tips to help you get better reviews:

• Maintain cleanliness: Ensure that your property is spotless. Attention to detail, such as clean linens and a welcoming atmosphere, can leave a lasting impression on guests.
• Communicate well: Respond quickly to questions and provide clear instructions for check-in and check-out. Friendly and professional communication builds trust between you and the guest.
• Exceed expectations: Go the extra mile by providing little touches, like a welcome basket or local recommendations.
• Be transparent: Accurately describe your property in the listing, including its amenities and any limitations. Honesty avoids mismatched expectations and reduces the risk of negative reviews.
• Resolve issues quickly: If a problem arises during a guest's stay, address it in a professional and timely manner. Demonstrating that you care about their experience can turn a potentially bad situation into a positive one.
• Request feedback: Politely encourage guests to leave reviews after their stay. A personal thank-you message and a gentle reminder can increase the chances of receiving feedback.

Dealing with negative reviews on Booking.com

There are few things more disheartening than a negative review for your property, particularly when that review is caused by elements outside of your control. For example, a guest complaining that it rained for the entire week they booked your beachside villa, or a guest who reports a plumbing issue only after they have checked out.When these less-than-flattering reviews come in, don't panic—they happen to everyone. Here's what you can do about it:

• Stay calm and professional: Take a moment to process the review before responding. This helps keep replies calm, respectful, and professional, which ultimately reflects positively on you and your property.
• Respond quickly: A timely response shows guests that you care about feedback and are committed to improving their experience.
• Thank the reviewer: Regardless of the review's tone, always thank the guest for their feedback. It demonstrates appreciation for their time and willingness to share their experience.
• Address specific issues: Apologize sincerely if necessary, and explain how you addressed or plan to address the issue. This reassures potential guests browsing reviews that you take concerns seriously.
• Keep it short and positive: Avoid long explanations or becoming defensive. Focus on solutions and maintaining a positive tone to instill confidence in future guests.
• Learn from feedback: Use the reviews as a learning opportunity. Look for patterns or recurring complaints and make adjustments to prevent similar issues in the future.

How to remove a review on Booking.com

The support team at Booking.com devotes a good portion of time to reviewing guest reviews and filtering out those that are inappropriate, offensive, or otherwise violate aspects of Booking.com’s terms of service. Sometimes, though, a negative review comes in that sneaks past Booking.com’s review team and might be misleading about your property. These can include instances where a guest:

• Canceled a booking, but somehow still wrote a review of the property
• Reviewed the wrong property
• Posts a fraudulent review to discredit the property owner or the Booking.com brand
• Uses inappropriate or threatening language
• Shares personal information

If you happen to discover a guest review that meets one or more of these criteria, reach out to the Booking.com team via the extranet messaging system and share the review. To expedite your request, you can label your message as Reviews.

Don't see the form to download our rental agreement template? Click here.