Remove Booking.com guest reviews that break the rules

Grounds Booking.com accepts

Only guests with a booking can review a property on Booking.com, so most reviews are real. Its content guidelines and Partner Help pages (partnerhelp.booking.com) still allow removal in specific cases:

• No stay: a cancelled reservation or a no-show that still produced a review.
• Offensive content: profanity, sexual remarks, hate speech, discrimination or threats.
• Personal details that could put someone at risk: a receptionist’s full name with a photo, a staff member’s mobile.
• Irrelevant information: complaints about the airport bus, the weather or a neighbouring hotel.
• Blackmail: a guest who asked for compensation in exchange for a good review, with written evidence of the demand.
• Spam or impersonation: text copied across properties, or a review posted in someone else’s name.

A small room, a noisy street in Wan Chai or a slow check-in during a convention week are fair comments. Booking.com keeps them and so should you; we say which reviews fit this group.

What Hong Kong properties face on Booking.com

Booking.com is a main channel for hotels in Tsim Sha Tsui and Causeway Bay, budget guesthouses on the upper floors of Kowloon buildings, and serviced apartments used by business travellers. Rooms are compact and expectations are high, so disputes often start at the front desk: a deposit held for damage, a late check-out refused, a room smaller than the photos suggested to the guest.

Problems we see: a guest threatens a low score unless the deposit is released, then follows through; a review is posted against your property for a stay at a guesthouse with a similar name in the same building; and comments name a staff member and describe her appearance. Each one has a precise ground.

The free route in the Extranet

In the Extranet you can reply publicly to every guest review, and you can contact Booking.com through the Extranet inbox about a review that breaks the guidelines. If a guest behaves badly during the stay, you can also report guest misconduct under the reservation from check-in until seven days after check-out. Do it while it is fresh: a dated misconduct report supports a later review request.

How NetClearer handles it

1. Free written assessment: you send the review links or screenshots through the contact form, and we answer with the reportable reviews and the price.
2. Signed authorisation from the property. We never log into your Extranet and are never added as a user.
3. A prepared request for each review: the guideline, the exact words, and evidence such as the cancellation record or the written demand. Where Booking.com requires the message to come from the Extranet, we give you the ready text to send.
4. Follow-up and a written outcome for every review.

Price and limits

HK$176 per review, HK$476 for 3, HK$1,312 for 10. Fixed price, no extra fees, card payment through Stripe; work starts within 48 hours. Booking.com decides; we do not promise any result. Never offer guests refunds or gifts in exchange for changing a review. See Agoda reviews, Tripadvisor reviews and the full review service.