Reporting guest misconduct

Updated 1 year ago | 2 min read
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Misconduct issues are rare, but if you do have a poor guest experience, you can easily report the issue on the Extranet or the Pulse app. Keep in mind that you can only submit a report if the guest misconduct matches one of the seven scenarios provided on the report tool. Reports can be filed anytime from check-in to seven days after check-out. 

In this article:

  1. Reporting guest misconduct on the Extranet
  2. Reporting guest misconduct on the Pulse app

Reporting guest misconduct on the Extranet

Follow these steps to report a guest on the Extranet: 

  1. Log in to the Extranet
  2. Click Reservations 
  3. Select the guest you want to report by clicking the guest’s name or the reservation number 
  4. Click Report guest misconduct 
  5. Choose one of the misconduct scenarios and leave a brief comment under Details 
  6. Choose whether you want to block the guest from booking your property in the future.
  7. Click Submit report

Reporting guest misconduct on the Pulse app

Follow these steps to block a guest using the Pulse app: 

  1. Log in to the Pulse app on your mobile device 
  2. Tap Bookings 
  3. Select the dates when the guest stayed at your property, then tap the guest’s name
  4. Tap Report guest misconduct  
  5. Choose one of the misconduct scenarios and leave a brief comment under Details 
  6. Choose whether you want to block the guest from booking your property in the future.
  7. Tap Submit report

Reports can be filed any time from the check-in time to seven days after the check-out. Follow these steps to report a guest:

 

  1. Log in to the extranet
  2. Click on Reservations 
  3. Select the guest you want to report by clicking the guest’s name or the reservation number 
  4. Click Report guest misconduct 
  5. Select one of the misconduct scenarios and leave a brief comment under Details 
  6. Tick the box if you want to block the guest from booking your property in the future
  7. Click on Submit report

To minimise the impact of guest misconduct on our partners, we have dedicated teams and processes that prevent the same guests from booking with you again.

If you want us to follow up, please select the I want Booking.com to follow up on this incident option. If you have multiple properties that fall under the same Hotel Account ID, select I want to block [guest name] from staying at my property to ensure the guest won’t be able to book any of them in the future.

 

  1. Log in to the Pulse app on your mobile device. 
  2. Tap Bookings. 
  3. Select the dates when the guest stayed at your property, then tap the guest’s name.
  4. Tap Report guest misconduct.  
  5. Select one of the misconduct scenarios and leave a brief comment under Details.
  6. Tick the box if you want to block the guest from booking your property in the future.
  7. Tap Submit report.

 

You can call our customer service team while the guest is still at your property. In this case, our customer service will also call the guest to take their statement.

The Report misconduct option is disabled when:

  • The reservation doesn’t have the required dates – you can only report guest misconduct from the day the guest arrives until seven days after they checkout.
  • The misconduct was already reported – you’ve already reported guest misconduct for this reservation.
  • The reservation was already cancelled – cancellations can’t 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.

 

Bad reviews or complaints from guests don’t constitute guest misconduct and that we can’t prevent guests from leaving a review. If a guest didn’t stay at your property or ended their stay early, please contact our customer service so they can adjust the reservation and the commission accordingly.

For more support on managing guest misconduct, check out this guide.

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