Industry insights
Everything you need to know about removing reviews on Airbnb and Booking.com
24 Sept 2024
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By Pamela Sousa
Are you considering listing your vacation rental on Airbnb or Booking.com? Reviews are your secret weapon - they can make or break the reputation of your listing. But what if you receive a guest review that seems unfair and doesn't reflect the experience you provide? Understanding how these booking sites handle reviews is essential. It will help you maintain a good reputation, resolve guest issues, and make necessary improvements based on guest feedback. Let's explore how understanding these policies can make managing reviews easier.
Airbnb review removal policy
Airbnb thrives on fostering trust through authentic reviews. To maintain this, they have a comprehensive policy for review removals.
Conditions for removal: Airbnb will remove reviews that violate their content policy. This includes reviews that are biased, irrelevant, or part of a manipulation scheme. For instance, if a guest cancels a stay due to circumstances unrelated to the host or property, their review might be eligible for removal.
Requesting a removal: Hosts and guests can report a review if they believe it breaches Airbnb's guidelines. Once reported, Airbnb assesses the review to determine if it should be removed. However, you cannot directly remove a review about you; you can only dispute it.
Unique aspects: Airbnb places a strong emphasis on ensuring reviews are connected to genuine stays. This means no fake reservations or manipulated reviews to sway opinions.
Booking.com review policy
Booking.com, like Airbnb, values genuine feedback and has its own set of rules for when reviews can be removed:
Conditions for removal: Reviews are eligible for removal if the guest didn't stay at the property, the reservation was cancelled, or if the review contains offensive or illegal content. Additionally, reviews used for blackmail or posted for the wrong property can also be taken down.
Process for removal: Hosts can contact Booking.com, but each case is reviewed individually to ensure that the review left by the guest follows Booking.com’s content policy.
Special features: Booking.com no longer allows anonymous reviews, enhancing transparency and accountability in the feedback process. This change reflects their commitment to protecting host rights while gathering meaningful guest experiences.You can also learn how the guest review rating systems work on Booking.com to help you monitor your ratings.
Similarities and differences
Both booking sites aim to ensure reviews reflect real experiences from guests, but their processes and criteria can differ. Airbnb focuses heavily on the authenticity and relevance of the review content, while Booking.com emphasises clear guidelines to protect hosts from unfair criticism.
Conclusion
Whether you're a new host or a seasoned pro, understanding these review policies can help you navigate the feedback landscape with confidence. They can also guide you in improving your property listings to provide an exceptional experience for potential guests. If you spot a breach of the guidelines from Airbnb or Booking.com, it's good to know what steps to take. Plus, if you're a Travelnest host listing your property on Airbnb or Booking.com, this guide shows you how reviews work and how to contact our friendly support team for help with review removal. While reviews offer valuable insights and help improve services, it's reassuring to know that both Airbnb and Booking.com have strong systems to protect everyone from misleading or harmful content.
