Remove an Agoda guest review that breaks policy

Which Agoda reviews can be removed

Agoda moderates reviews and states that it does not remove a review simply because it is negative. Its Review Policy for partners lists the cases where removal can be requested:

• No-show guests: the reviewer never checked in, which your booking records can show.
• Wrong property: the review describes another hotel, often one with a similar name or in the same area of Boracay, El Nido or Mactan.
• Spam or gibberish: the whole text is meaningless, copied or promotional.
• Duplicates: Agoda allows one review per stay; a second review of the same booking can go.
• Abusive content: profanity, discriminatory comments, personal attacks, defamatory statements or sexual references.
• References to illegal activities.

Some content is masked rather than removed: personal information, names of competitors or other booking sites, and rates or room numbers. If a review names your front-desk staff, masking may be the realistic outcome, and we tell you so.

How we file the request with Agoda

1. Free assessment. You send us the review link or a screenshot from YCS (the Yield Control System, Agoda’s partner extranet). We tell you which ground applies, or that none does, before you pay.
2. Evidence pack. We match the review to your records: reservation status, check-in log, booking dates, or proof that the details describe another property.
3. Request to Agoda. Agoda’s Partner Hub directs partners to contact Agoda support to request removal. We contact Agoda support directly on behalf of your property, as its authorised representative under a mandate letter you sign, with the exact policy ground and the booking reference. We never need your YCS login.
4. Follow-up. We answer Agoda’s questions until there is a decision and report it to you. If Agoda asks the property itself to confirm something, we tell you.

No-show and wrong-property reviews: the strongest cases

The grounds Agoda can verify from its own data succeed most often. A no-show is visible in the reservation, and a wrong-property review usually mentions a pool, a beach or a room type you do not have. Requests based only on “the guest is lying” are weak: Agoda does not arbitrate between a guest’s account and yours. We build the request on facts Agoda can check.

Replying when removal is refused

If Agoda keeps the review, a calm public reply is the next best tool. Agoda encourages partners to respond to guest reviews from YCS, and future guests read those replies. We write a short, factual reply in English (or Tagalog for local guests) that corrects errors without arguing. If the same guest posted on other sites, see remove Booking.com reviews, remove Hotels.com and Expedia reviews, Trip.com review removal and remove Tripadvisor reviews.

What we never do

• We never post, buy or incentivise reviews for your property.
• We never contact or pressure guests to change a review.
• Genuine negative reviews about a real stay stay online: we only request removal on Agoda’s own grounds.

Agoda is one of the platforms we cover to remove fake reviews. Packs: 1 review ₱1,400, 3 reviews ₱3,800, 10 reviews ₱10,550 (see content removal prices).