Remove a Trip.com hotel review

Trip.com review rules: what we can report

Trip.com is the international site of Trip.com Group (formerly Ctrip), and it is widely used by travellers from mainland China, Hong Kong, Taiwan and Korea who book hotels in Cebu, Boracay or Manila. Like every booking platform, it keeps negative reviews of real stays and acts on reviews that break its rules. The grounds we use are the common ones across booking platforms; we check each against the rules Trip.com shows at the time of the request:

• Wrong property: the review describes a different hotel, a frequent problem when names are translated or transliterated.
• Abuse: insults, threats or discriminatory language aimed at staff or other guests.
• Personal data: a staff member’s name with personal remarks, phone numbers or guest details.
• Advertising or spam: links, promotion of another property, copied text.
• Suspected fake or duplicate reviews where your booking records show something is wrong.

How we file the report with Trip.com

1. Free assessment. You send the review link or a screenshot from Trip.com eBooking, the extranet hotels use to manage their listing. We translate the review and tell you whether a ground applies, before you pay.
2. Evidence. We match it to your reservation data and quote the exact sentence that breaks the rules, with an English translation.
3. Report. We contact Trip.com’s partner support directly on behalf of your property, as its authorised representative under a mandate letter you sign, quoting the original sentence and the translation. We never need your eBooking login and are never added as a user.
4. Follow-up. We answer Trip.com’s questions and tell you the decision. If Trip.com asks the property itself to confirm something, we tell you.

Reviews in Chinese and other languages

A review in Simplified Chinese, Korean or Japanese is easy to ignore until it pulls down your score. We translate it first, so you know what it really says. Sometimes a harsh-looking review is a mild complaint; sometimes a short line contains an insult or a staff member’s name. The report then quotes the original sentence and the translation, so Trip.com’s moderators can check it quickly. If the review stays, we draft a polite reply in the reviewer’s language and in English for other guests.

If Trip.com refuses

We tell you why, check whether another ground applies, and otherwise write a factual reply for you to post. Guests often post the same story on other sites: see Agoda review removal, remove Booking.com reviews, remove Hotels.com and Expedia reviews and remove Tripadvisor reviews.

What we never do

• We never post, buy or incentivise reviews on Trip.com or anywhere else.
• We never contact guests to change or delete what they wrote.
• Genuine criticism of a real stay stays online.

Trip.com is part of our service to remove fake reviews. Prices: ₱1,400 per review, ₱3,800 for 3, ₱10,550 for 10 (content removal prices).