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This is an issue we've had with BDC. 2 reviews came on the same day that were anon and 5/10 were allowed. Both posted the same day, saying similar things but were allowed to stand.
Bookingcom have published comments that didn't match our property.
It's tough to get nowhere with the very company we pay to promote us seems to care more about the guests no matter HOW badly they behave.
One day there will be a Class Action law suit if BDC don't eliminate derogatory remarks when none was earned by the host.
We greet our guests by name, in person.
We offer a pillow menu
We ask why they are here and if they have plans.
We keep a display of local information and things to do, guests can take any brochure for local places to see, go to.... large tourist attractions (Hobbiton for example) that are close but a 30 min+ drive we tell guests about and keep a small selection of brochures for those places.
If we know a guest is going to a particular place and we know of a good place to eat that's close we offer that information to make their day more complete.
I completely agree with all comments above especially the inability to respond to anonymous reviews . We had a 9.9 guest review (the highest in our area) until some young guy (who we are pretty sure was smoking an elicit drug in our non-smoking room) gave us 5.0 for everything anonymously, then managed to give us a 5.0 for everything AGAIN in his own name - All because he seemed to have an extreme paranoid episode!! He never actually spoke to us at all except when booking in and expressed delight at the room and the facilities!!!???
I responded with a VERY full response on the guest review I could respond to - but after MANY exchanges with Booking.com we got absolutely NO satisfaction whatsoever. We are back in the high 9's now but it was a very frustrating experience with Booking.com.
I am sure we have all mentioned these things to Booking.com when they ask for feedback - IF NOT PLEASE DO SO!!
I would agree with the suggestion of us being able to review guests, I think it only fair to have quid pro pro on this. That would make them hesitant to leave completely unfair reviews and we would become aware of drug takers, people that steal, people that smuggle extra people in, people that break or abuse the property and people that are abusive or completely unreasonable (or mentally unstable!)
Failing a new review system for guests I suggest we push for no anonymous reviews allowed and the ability to have unfounded bad reviews deleted from the system possibly a 2% maximum of deletable guest reviews so that accomodation places that are really bad can only delete the worst few.