Dispute or Remove Guest Reviews OTAs

Dispute or Remove Guest Reviews OTAs

There are many reasons to have a guest review removed. For that reason, each review site has different guidelines for review removal. You can use the table of contents to navigate to the review site you need a review removed.

Tripadvisor 

Reasons for Removal 

  1. It's inappropriate or not family friendly
  2. It's written by an ex-employee or competitor
  3. It describes an experience more than 1 year ago
  4. Review text is not consistent with rating given
  5. This reviewer did not experience my business
  6. It's a duplicate by the same member
  7. It contains commercial or promotional content
  8. Another reviewer already wrote about this experience 
  9. I disagree with the information in this review 
  10. It includes private information 
  11. I want to report something 

 Report a review:

  1. Log in to the Management Center.
  2. Click the Reviews tab in the top navigation bar.
  3. Select Report a Review.
  4. Under What is the problem with the review? select the most appropriate reason.
  5. Select the title of the review in question.  
  6. Leave your comment and click Submit. 
The TripAdvisor moderation team will have a closer look at the review and will get back to you via email in the next 3-5 business days.
Please note that we only remove reviews that violate our review guidelines, are suspicious, or are posted in the wrong location.

YCS Agoda

Reviews are moderated by Agoda to make sure that only verified and constructive reviews are shown on our page. Our goal is to make sure that all reviews on our site are authentic, honest, accurate, and constructive. And while we want all our partner properties to get the best reviews possible, we don’t remove reviews simply because they are negative.

Reasons for Removal 

  1. The review is left by a no-show guest
  2. The whole review is spam or gibberish
  3. The review is submitted for the wrong property
  4. The review is a duplicate. Guests are permitted only one review per stay
  5. The review contains profanity, discriminatory comments, personal attacks, defamatory comments, or sexual references that are inappropriate for a general audience.
  6. The review contains references to illegal activities
  7. The review contains an individual’s personal information

 Report a review:

If you come across a review that violates any of the scenarios listed above, you can request that the review be removed by contacting Agoda support for further assistance.

Booking.com

By law, we have to provide the ability for all guests that stay at a property to leave a review. We encourage our guests to always leave an honest and fair review based on their experience. Some guests who’ve made a booking but did not stay have the right to leave a review. Read about our policy on non-stayed reservations reviews in the content guidelines here. 

You can find more information regarding the removal of a guest review here. Also, if you’ve had a bad experience with a guest, you can report it via the extranet or the Pulse app through the report guest misconduct feature.

If a guest reached out to you directly and informed you about making a mistake while leaving a review, you can advise them to correct their feedback by logging in their Booking.com guest account or reaching out to a customer service agent.

Reasons for Removal 

  1. The guest canceled their reservation and confirmed that they didn’t arrive to the property
  2. The reservation isn’t canceled last-minute (24 hours prior)
  3. Reservation is marked as a no-show and the review doesn’t detail the guest’s experience
  4. You canceled the booking on the day of planned check-in because of an invalid credit card
  5. We determine the guest reviewed the wrong property
  6. We believe the guest is using the review to blackmail you – we need written evidence to remove a review for this reason

 Report a review:

If you’d like to speak to the Booking.com team about a review, follow these steps to send a message via the Extranet:
1. Log in to the Extranet
2. Click Inbox
3. Select Booking.com messages
4. Click See contact options
5. Select Guest Reviews as the topic
6. Click See all contact options
7. Choose your preferred contact method
8. If you chose Message, indicate the booking number and explain the issue

Expedia Partner central

Reasons for Removal 

If the review contains: 
  1. The full name of a property staff member
  2. Evidence of violence to a child or child pornography
  3. Evidence of serious injury or death of any guest
  4. Discriminatory language
  5. Nudity or other inappropriate photos
If the review is:
  1. A duplicate submission
  2. Given to the wrong property
  3. Has a recommendation disparity (for example, a positive comment with a 1-star review)
  4. Proven to be submitted by a no-show (guest who didn’t arrive on the check-in date without cancelling)
  5. Proven to be fake, coerced, or fraudulent (written by someone who did not attempt to stay)
  6. Dispute a review
If a review falls within one of the categories above, you can submit a review dispute form for Expedia Group to consider.

Google - Non Marriott Property

To ask Google to remove or delete an inappropriate review from your Business Profile, report the review. Google can remove reviews that violate Google's policies.
Important: Before you ask to remove or delete a review, read Google's reviews policy.

Understand which reviews to report for removal

  1. Report only reviews that violate Google policies. Learn more about Google's content policies.
  2. Don't report a review just because you disagree with it or don't like it. 
  3. Google doesn't get involved when businesses and customers disagree about facts.
  4. There's no reliable way to tell who's right about a particular customer experience.
  5. You can't report third-party hotel reviews. To flag an inappropriate third-party review, contact the third-party provider directly. To go to the third-party website, click the reviewer's name. Soon after the provider removes or changes the review on their website, the update will show on your Business Profile.
Tip: Be patient. It can take several days to assess a review.

Flag a review or user in Google Maps

  1. Open the Google Maps. make sure you are logged into your work google account
  2. Open your Business Profile
  3. Tap Reviews.
  4. Find the review you'd like to report.
    1. To flag a review: 
      1. Tap More
      2. Report review.
    2. To flag a user: 
      1. Tap the name of the user,
      2. Then tap More
      3. Report profile.
Tip: Individuals and businesses can report abusive users from the Google Maps app. After a user's activity and contributions (like reviews, photos, or edits) are reported, they'll be reviewed. Learn more about contributor profiles
  1. On your Android phone or tablet, go to Google.
  2. Find your Business Profile.
  3. Tap Reviews.
  4. Find the review you'd like to report.
  5. Tap More 
  6. Report review.

Flag a review in the Reviews Management Tool

  2. Check that the email address shown is the one you use to manage your Business Profile.
    • Tip: If you use another email address, click Switch account.
  3. Click Confirm.
  4. Select your business  Report a new review for removal.
  1. For each review that you want to flag, click Report.
  2. In the new tab, select a category for the review.
  3. Click Submit. 

Check the status of a flagged review in the Reviews Management Tool

  2. Check that the email address shown is the one you use to manage your Business Profile.
    • Tip: If you use another email address, click Switch account.
  3. Click Confirm.
  4. Select your business  Check the status of a review I reported previously.
  1. Possible statuses are:
    • Decision pending: The review is flagged but it hasn't been checked yet. 
    • Report reviewed – no policy violation: The review was checked and no policy violation was found. 
    • Tip: You can appeal this decision once. Learn how to submit a one-time appeal of a review below.
    • Escalated - check your email for updates: An appeal has been escalated and the final decision will be sent to your email. This status means the review can’t be escalated anymore.

Submit a one-time appeal of a review

If you flag a review but the verdict says that it doesn’t violate Google Policies, you can submit a one-time appeal. Learn about what kind of content is restricted.
  1. Go to the Reviews Management Tool.
  2. Check that the email address shown is the one you use to manage your Business Profile.
    • Tip: If you use another email address, click Switch account.
  3. Click Confirm.
  4. Select your business Check the status of a review I reported previously.
  1. At the bottom of the page, select Appeal eligible reviews  the reviews you want to appeal. 
  • Tip: You can select up to 10 reviews.
  1. Click Continue  Submit an appeal.
  1. In the new tab, fill out the form and submit.
  2. You'll receive an email with the verdict about your appeal. 
    • If the review is found to violate our policy, it'll be removed. 
    • If not, the review remains live and its status remains “Escalated - check your email for updates” in the Reviews Management Tool.

Understand reviews removed by spam detection

Google uses automated spam detection measures to remove reviews that are probably spam. These measures help improve people's experiences on Google and ensure the reviews they see are authentic, relevant, and useful. Some legitimate reviews may be inadvertently removed.
Give feedback about this article
 

Google - Marriott Property

To ask Google to remove or delete an inappropriate review from your Business Profile, report the review. Google can remove reviews that violate Google's policies.

Flag a review or user in Google Maps

  1. Search for your property on Google Maps.
  2. Open the reviews
  3. Find the review you'd like to report.
    1. To flag a review: 
      1. Tap More
      2. Report review.
    2. To flag a user: 
      1. Tap the name of the user,
      2. Then tap More
      3. Report profile.

Escalate a reported review through Marriott

If the review remains live 3 days after the original report, then fill out Marriott's Local SEO's Google Review Report form by including the following for each review reported. When complete send the form to ecommerce@mckibbon.com.
  1. The Date the review was first reported
  2. The link to the Google Review 
    1. Go to Google Maps: https://maps.google.com/maps
    2. Search for your hotel
    3. Scroll to the Reviews section
    4. Find the review(s) you’d like to share
    5. Click the three dots > Share review
  3. The Policy Violation
Please note: There is no guarantee Google will remove a submitted in this request, as they must determine if it violates their policies.

Also Note: There is a limit of 30 reviews per ticket. Please only include up to 30 reviews in your uploaded file. If the file does not include the complete information necessary with the correct review links, or the request does not appear in violation of Google's guidelines, then the request may be declined.

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