Booking.com: How to report guest misconduct?

Although guest misconduct occurrences are rare, reporting them is essential to minimise the negative impact on other guests, property managers and partners. This approach helps prevent further inappropriate behaviour, but also allows the sales channel to take necessary actions, such as warning or banning problematic guests, ultimately fostering a community of reliable guests.

This feature is currently supported by the following partners:

  • Booking.com

 

Note that not every unwanted guest behaviour may be treated as misconduct (e.g. negative reviews). For more information on the misconduct reporting, see this Booking.com article.The Booking.com list of guest misconduct includes the activities listed below.

  • Rude or abusive behaviour

  • Leaving without paying

  • Leaving the property dirty

  • Minor damage that can be repaired

  • Serious damage resulting in the property or room becoming unavailable

  • Illegal activities

  • Theft

 

You are allowed to report guest misconduct not later than 7 days after the check-out date. You will not be able to do it after the time has passed. In case you missed the reporting window, check this Booking.com article for details.

Reporting guest misconduct is not possible in the following scenarios:

  • You have already reported misconduct for this reservation (you cannot report it more than once)

  • The reservation was cancelled. Cancellations cannot be reported as guest misconduct. Reports can only be made if the guest arrives for their booking.

  • The reservation is a no-show. Reports can only be made if the guest arrives for their booking.

 

  1. Go to Guest Planner and click on a booking you would like to report. This booking opens in the Big Card view.

  2. Click Booking actions and select Report guest misconduct.

  3. Follow the steps displayed in the platform.

  4. Inform Booking.com what they should do about the reported guest by ticking the checkboxes. Note that some options are available based on the selected category.

    • I request Booking.com to follow up on this request - Booking.com will reach out to the guest on your behalf

    • I do not wish to host this guest in the future - Booking.com will block this guest from booking the stay with you

  5. Click Report misconduct.

  6. The confirmation screen is displayed. Click OK.