A fraudulent Hotels.com review can drag down your rating. Here is how to tell a fake from a fair complaint, flag it correctly, and escalate if Hotels.com says no.
A single fake review on Hotels.com can pull your rating down and reach customers who never hear your side. Hotels.com does remove reviews that break its rules, but only when you flag them correctly and make the right case. Acting fast and accurately matters more than acting loudly.
Under Hotels.com's review guidelines, a harsh review from a real customer is allowed, even when you disagree with it. Hotels.com collects reviews only from guests who booked and stayed through it, so fabricated reviews are uncommon. A review can still be reported if it contains abuse, personal data, or content unrelated to the stay.
Hotels.com upholds many reviews on first pass, so a rejection is common. Reply to the decision with any evidence that the review is fraudulent and name the specific guideline it breaks. While the review stands, post a calm, factual public response so future readers see a measured owner rather than an unanswered claim.
Most fake reviews are spotted too late, after they have already cost you customers. Speed matters because a review flagged while it is fresh is easier to act on. Saint Aura notifies you whenever a new review lands, so you can review and report a fake right away. It also gives unhappy customers a private feedback path so your team hears about service concerns directly — helping reduce the chance they escalate into a public review.
Saint Aura makes it easier for customers to share their real experience — through a QR-based guided flow, in their own language, with an AI-assisted draft they can edit before posting.
