Agoda YCS reviews: review score and how to reply

In Agoda YCS, the extranet that Agoda renamed the Agoda Partner Portal on August 17, 2026, guest reviews are under Performance, then Guest reviews. Agoda's Partner Hub says YCS is now the Partner Portal, built on the same tools. The login guide points you to portal.agoda.com, and the old ycs.agoda.com address redirects there.

To reply on a computer or on your phone, as of October 2026:

• Sign in to the Partner Portal. If you manage more than one property, pick it from Listings.
• Go to Performance, then Guest reviews, and click Reply on the review.
• In the Agoda Partner Portal (YCS) app: tap More, then Reviews, pick a review, write in the "Write your response here" field and tap the send icon (Agoda's app guide).
• If you list a condo unit or homestay through Agoda Homes rather than as a property, your screens may differ; Agoda handles Homes sign-ups separately.

After check-out, Agoda emails guests an invitation to review. Only guests who booked through Agoda and stayed can review: "No stay, no review", in the words of Agoda's review guidelines. Guests rate five categories from 1 to 5. Agoda then averages them and shows the result on a 1 to 10 scale as the Overall Review Rating on your property page (how review scores work).

Agoda doesn't say on that page whether older reviews count less, so treat every review as part of your score. Its advice is to find your weakest category and work on that first. The five categories:

• Value for money
• Service
• Facilities
• Location
• Cleanliness

Agoda's guide puts it plainly: what you offer on your listing should exactly match what you provide, because "dishonesty or even the perception of it will lead to bad reviews". You can't move your property, but the rest is in your hands:

• Cleanliness: the bathroom, the sheets, and how the room smells after a humid day. Check aircon filters and drains often in rainy season.
• Facilities: list only what works. If the pool is closed for repairs or the wifi is weak in part of the property, say so on the listing before guests arrive.
• Brownouts: if you have a generator, say which hours it covers. If you don't, say that too.
• Service: answer messages fast, explain check-in, and give directions from the nearest jeepney or tricycle terminal, or from the port.
• Value for money: no surprises at check-out. Mention environmental fees, extra-person charges or boat transfers in the listing.
• Location: give real travel times, and show the road or the walk to the beach in your photos.

Your reply is public. Agoda moderates it and shows it as Pending approval for up to 48 hours before it appears (Agoda Partner Hub). To change it later, go back to Guest reviews, click Edit reply, then Update reply. Follow Agoda's rules to the letter, because replies with personally identifying, libelous, excessive or irrelevant information can be rejected.

Never mention the guest's full name or anything that identifies them, such as nationality, room type or stay dates; a first name is enough. Don't reuse the same reply or opening line, and skip marketing unless it answers the guest's point. For a negative review, you can give the property manager's name for follow-up. Change the details in these, or draft one with the free review reply generator:

• High score, English: "Thank you, Mark. We're glad the sunset from the deck made your trip, and that the boat transfer ran on time. We hope to welcome you back."
• High score, Taglish: "Maraming salamat po, Joy! Natuwa po kami na nag-enjoy kayo sa beach at sa breakfast. Balik po kayo ulit!"
• Mixed, wifi, English: "Thank you for the honest review. You're right that the wifi drops on the far side of the property, and we're adding a second router this month. Glad the staff and breakfast made up for it."
• Low score, cleanliness, English: "We're sorry the bathroom wasn't clean when you arrived. That isn't our standard, and we've added a second check before every arrival. Our manager, Liza, would like to hear more; please contact us through Agoda."
• Low score, noise, Taglish: "Pasensya na po sa ingay mula sa videoke ng kapitbahay. Hindi po namin ito hawak, pero may earplugs na po kami sa bawat kwarto at nakasulat na po ito sa listing namin."

Not because it's negative. If a review breaks one of the rules below, contact Agoda through the Partner Portal and say which rule applies. If it doesn't, reply to it, which is what Agoda encourages. Agoda can also mask parts of a review with asterisks, such as personal details, competitor names, or rates and room numbers. Its removal policy lists when it may remove a review:

• It was left by a no-show guest.
• The whole review is spam or gibberish.
• It was submitted for the wrong property.
• It's a duplicate; guests get one review per stay.
• It contains profanity, discriminatory comments, attacks, defamatory comments, sexual references or references to illegal activities.

Many small properties in the Philippines list on both. Booking.com's Partner Hub describes a different system, as of October 2026:

• Invitations go out about 48 hours after check-out, and guests have three months to review (review process and conditions).
• One overall score from 1 to 10 is required. Category scores such as cleanliness, comfort, value, facilities, location and staff are optional and don't count toward the overall score.
• Since January 2025 the score is weighted by recency, so the newest review has the biggest impact. Reviews stay online for 36 months, then they're archived and the score is recalculated.
• You reply in the Extranet or the Pulse app, in the language of the review or in English. Booking.com checks replies before publishing, which can take up to 72 hours, and you can edit or remove a reply only in the Extranet (responding to reviews).
• Removal is limited to cases such as a guest who cancelled and never arrived, a review of the wrong property, or blackmail backed by written evidence. Ask through the Extranet Inbox, under Booking.com messages, with Guest Reviews as the topic (removal conditions).

Small places live on reviews, and a routine keeps them from piling up during busy weeks.

• Monday: read every new review on Agoda and Booking.com, and note your lowest category on each.
• Reply to every review that week. On Agoda, allow up to 48 hours for approval; on Booking.com, up to 72.
• Fix one thing a week: the drain, the router, the listing photo that's out of date.
• At check-out, tell guests Agoda will email them a review link. Agoda's own tips for more reviews suggest this, plus a small reminder card in the room. Never tie a gift or discount to a review.
• Before Holy Week, the summer months and Christmas, recheck aircon, water pressure and your listing photos.
• If a guest complains face to face, handle it before they leave. How to handle angry customers has scripts for it.

Guests who booked on Agoda may also look up your resort on Google Maps for directions, the road and recent photos. A strong review score on Agoda next to an unanswered one-star review on Google sends mixed signals. Keep the name, photos, check-in times and contact number the same, answer reviews on Google the way you answer them on Agoda, and use these templates for negative reviews on Google for the hard ones. Keep your Google profile photos as current as your listing.