Remove Booking.com reviews that break the content guidelines

How Booking.com reviews work

Only a customer who booked through Booking.com can review, and a guest who cancelled before the check-in day does not receive the review questionnaire. A guest who arrived but left early can still review. So the classic “fake review from someone who never booked” is rare here; the problems are mostly about content and about the wrong stay.

Booking.com’s content guidelines rule out, among other things:

• Personal data about other people: a receptionist’s full name with her phone number, or an IC number copied from a registration form.
• Harassment, bullying or threats aimed at staff or the owner.
• Hate speech and discriminatory language.
• Sexually explicit content and content promoting violence.
• Misleading or deceptive content, including reviews not based on a real stay at your property.
• Self-promotion, such as a rival guesthouse advertising itself in a review.

Negative opinions about cleanliness, location or value are allowed, however blunt. We do not report them.

Malaysian properties and Booking.com

Booking.com is one of the main booking sites for international visitors to Malaysia: heritage shophouse hotels in George Town and along Jonker Street in Melaka, dive lodges in Semporna, island resorts off Langkawi and serviced apartments in Bukit Bintang. Reviews appear in many languages, and the guidelines apply to all of them.

Many properties in Malaysia are small and family-run. A review that names the owner’s daughter at the front desk and comments on her appearance is not a hotel review; it is personal and it breaks the rules. The same goes for a review that reveals a guest’s or staff member’s room number, car plate or phone.

Misconduct reports and review requests are different

The extranet lets you report guest misconduct (damage, rule-breaking, inappropriate behaviour) under Reservations, from check-in until seven days after check-out. Booking.com is clear that a bad review or a complaint is not misconduct. Removal requests for reviews go to Booking.com support through the extranet messages, with the review identified. If a guest threatened you with a bad review to obtain a discount or a refund, keep the written messages: they are the evidence that turns a negative review into a policy breach.

Reviews of businesses are outside the Online Safety Act 2025 and MCMC’s harmful-content process, so Booking.com’s own rules are the route.

What NetClearer does

1. Free assessment. Send us the review links or reservation numbers through the contact form. We match each review to a guideline, or tell you it is a genuine opinion.
2. Your signed authorisation. You sign a letter allowing NetClearer to act for the property. We never use your extranet login, are never added as a user, and you do not file the request.
3. Request to Booking.com. We contact Booking.com directly, quote the offending words, name the guideline and add evidence: messages from the guest, proof of a stay at another property, or the personal data exposed.
4. Tracking. We follow the case to a decision and report back per review.

Copies on other platforms

Guests often paste the same text onto other sites. We assess those copies under each platform’s rules: Agoda reviews, Tripadvisor reviews, Trip.com reviews and Google reviews on your Business Profile.

Price and timing

RM92 per review, RM248 for 3, RM683 for 10. Fixed price, no extra fees, paid by card through Stripe after the free assessment. Work starts within 48 hours, and Booking.com decides. We never post, buy or incentivise reviews. NetClearer is not a law firm and gives no legal advice. All services: review removal, prices: pricing.