Booking.com Fails to Protect Hosts, Ignores Misconduct Reports, and Allows Abusive Guests to Damage Reputations

I am a verified property host on Booking.com and have been operating my accommodation (“Tranquillity Within the Forest”) for over a year and a half. In that time, my property consistently earns 10/10 ratings (24/29 reviews), and I have always ensured a safe, professional, and high-quality experience for every respectful guest.

Unfortunately, I recently experienced my first serious guest misconduct incident, and Booking.com’s response has left me deeply disappointed, unsupported, and frankly shocked at the complete lack of host protection on their platform.

1. Serious Rule Violations by the Guest A guest (Booking.com reservation ***) stayed at my property and, during her stay: • Violated our clearly advertised non-smoking policy, including smoking marijuana inside the apartment, which is prohibited under both our house rules and local accommodation regulations. • Ignored multiple polite requests to stop smoking inside. • Was verbally abusive, rude, and confrontational toward staff. • Used offensive language, including shouting and swearing. • Repeatedly disregarded all rules despite reminders and explanations. The smoking was witnessed directly by staff on multiple occasions, and the behaviour continued for several days.

For context: Our property is explicitly listed as non-smoking on Booking.com, and we provide a designated smoking area far from the units to ensure health, safety, and guest comfort.

2. Booking.com Provided No Support Despite Multiple Requests As soon as the misconduct escalated, I reached out to Booking.com for guidance and assistance. What followed was an exhausting and circular process: • When I phoned, I was told to submit my report by email. • When I emailed, I was told to call. • When I called again, I was told to email again. • This cycle repeated over and over, with no escalation, no case manager, and no support whatsoever. • My written misconduct report was never properly acknowledged or actioned. • Almost a full month later, Booking.com still has not addressed the actual issue. As a host, I am expected to uphold rules, ensure safety, and maintain property standards — yet when I report guests who blatantly violate rules, Booking.com offers no protection, follow-up, or resolution.

3. Retaliatory and False Review Left Unchallenged After I informed the guest that a formal misconduct complaint had been submitted, she immediately posted a 1/10 retaliatory review, filled with fabricated and defamatory allegations, including a false personal accusation of ******.

This review is objectively inconsistent, malicious in tone, and was clearly posted in retaliation after being informed that misconduct had been reported. Such language not only damages a host’s professional reputation but also breaches Booking.com’s own published Content Guidelines, which explicitly prohibit:

• Hate speech or discriminatory statements • Personal insults, targeted accusations, or inflammatory language • Content irrelevant to the actual accommodation experience

Despite these clear violations, and despite me providing staff statements, evidence, and multiple written reports to prove the claims were false, Booking.com refused to remove the review. Instead, I was redirected in endless loops between email and telephone support, with no escalation, accountability, or resolution.

By allowing a false and defamatory accusation to remain public, Booking.com failed to enforce its own moderation standards, effectively permitting reputational harm to a verified partner host. This sets a deeply concerning precedent for every host who relies on Booking.com’s platform for fair, factual, and safe representation of their business.

4. The Impact on Hosts This incident has highlighted a serious flaw in Booking.com’s system: Guests are given more protection than hosts. Hosts have no meaningful recourse when dealing with abusive behaviour. Support channels simply bounce you from one place to another with no outcome. As a paying partner who maintains exceptionally high standards and perfect ratings, this experience has left me: • Saddened • Disheartened • And extremely concerned for the safety, fairness, and protection of other hosts If Booking.com expects hosts to uphold rules, maintain safety, and protect property, why does Booking.com not uphold its own responsibility to support hosts in return?

5. Why I am Posting Here I am posting this publicly because: • My misconduct report has gone unanswered just short of a full month. • Every follow-up results in the same scripted messages and *********** staff. • No one at Booking.com has taken ownership or investigated the issue. • A blatantly false, retaliatory review now sits on my listing, harming a business I have poured my heart into. As partners, we rely on Booking.com’s support and fairness. Sadly, in this incident, Booking.com has failed us completely.

6. What I Expect I respectfully request: 1. A formal investigation into the misconduct report. 2. Assignment of a real case manager who can communicate directly and not through automated routes. 3. Review and removal of the false, retaliatory review under Booking.com’s own guidelines (which prohibit abusive and fabricated content). 4. Updated clarity from Booking.com on how hosts should be protected when guests violate rules, behave abusively, or intentionally damage a host’s reputation.

I value my partnership with Booking.com and have always hosted with professionalism, care, and respect. But this experience has shown that when hosts truly need help, Booking.com is not there.

For other hosts considering the platform: be aware that you may not receive support when dealing with abusive guests, and you may be left to defend your property, your rules, and your reputation alone.

I hope Booking.com will take this seriously — not only for my sake, but for the integrity of their platform and for every host who strives to offer a safe, high-quality guest experience.