This qualitative research aims to see the types of politeness strategies used in the customers’ reviews (good and poor reviews) of The Plaza New York hotel on Booking.com. This research uses Brown and Levinson’s (1987) theory about politeness strategies, as cited in O’Keeffe et al. (2011). The customers’ reviews the writer uses are the newest ones, taken from Booking.com from January 2024 to February 2025. The data that the writer has collected are 20 good reviews and 10 poor reviews containing politeness strategies. The writer finds that both good and poor customer’s reviews use all types of politeness strategies, however, poor customers’ reviews use only one sub strategy in Negative Politeness (Don’t presume/assume). The good customers’ reviews use Bald on Record and Off Record to convey their disappointment, while poor customers’ reviews use Positive Politeness and Negative Politeness to deliver their praises. The writer suggests that other researchers interested in politeness strategies can investigate other fields, except hospitality, as the data and use other theories, such as Watts’ politeness1, to be more focused on the culture that influences the customers’ choices of politeness strategies.