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.
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.
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
- The review is left by a no-show guest
- The whole review is spam or gibberish
- The review is submitted for the wrong property
- The review is a duplicate. Guests are permitted only one review per stay
- The review contains profanity, discriminatory comments, personal attacks, defamatory comments, or sexual references that are inappropriate for a general audience.
- The review contains references to illegal activities
- 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
Reasons for Removal
- The guest canceled their reservation and confirmed that they didn’t arrive to the property
- The reservation isn’t canceled last-minute (24 hours prior)
- Reservation is marked as a no-show and the review doesn’t detail the guest’s experience
- You canceled the booking on the day of planned check-in because of an invalid credit card
- We determine the guest reviewed the wrong property
- 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
If the review contains:
- The full name of a property staff member
- Evidence of violence to a child or child pornography
- Evidence of serious injury or death of any guest
- Discriminatory language
- Nudity or other inappropriate photos
If the review is:
- A duplicate submission
- Given to the wrong property
- Has a recommendation disparity (for example, a positive comment with a 1-star review)
- Proven to be submitted by a no-show (guest who didn’t arrive on the check-in date without cancelling)
- Proven to be fake, coerced, or fraudulent (written by someone who did not attempt to stay)
- 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.
Understand which reviews to report for removal
- Report only reviews that violate Google policies. Learn more about Google's content policies.
- Don't report a review just because you disagree with it or don't like it.
- Google doesn't get involved when businesses and customers disagree about facts.
- There's no reliable way to tell who's right about a particular customer experience.
- 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
- Open the Google Maps. make sure you are logged into your work google account
- Open your
Business Profile
- Tap Reviews.
- Find the review
you'd like to report.
- To flag a
review:
- Tap More
- Report review.
- To flag a
user:
- Tap the name of the user,
- Then tap More
- 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 profilesFlag a review in Google Search
Find your Business
Profile.
Tap Reviews.
Find the review
you'd like to report.
Tap More
Report review.
Check
that the email address shown is the one you use to manage your Business
Profile.
Click Confirm.
Select your
business Report a new review for removal.
For
each review that you want to flag, click Report.
In the new tab,
select a category for the review.
Click Submit.
Check
that the email address shown is the one you use to manage your Business
Profile.
Click Confirm.
Select your
business Check the status of a review I reported previously.
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
- Go to the Reviews Management Tool.
Check
that the email address shown is the one you use to manage your Business
Profile.
Click Confirm.
Select your
business Check the status of a review I reported previously.
At the
bottom of the page, select Appeal eligible reviews the reviews you want to appeal.
Click Continue Submit an appeal.
In the
new tab, fill out the form and submit.
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
- Search for your property on Google.
- Open the reviews
- Find the review you'd like to report.
- To flag a review:
- Tap More
- Report review.
- To flag a user:
- Tap the name of the user,
- Then tap More
- Report profile.