Booking.com Rules Protection of Partners
Recently we had an uneasy situation with booking.com review page. Our guest claimed that he lost his wallet in our Hotel. The guest called us three days after his check out. We have checked the place where he supposedly left his wallet but we did not find it there. We promptly informed the guest that his wallet is not in the hotel. The guest became angry and he wrote a bad review of our hotel. Even more, in review, the guest claimed that the owner of the Hotel, mentioning me by name, refused to return the wallet to the guest. I complained to booking.com team about this review explaining that the guest in his review has connected myself with a crime. The booking.com team refused to change review and to delete my name and position in the hotel from it. I called manager in booking.com and she explained to me that rule clearly states that the review is allowed to mention my name if it does not mention the surname of the person supposedly connected with the crime. My complaint was that wording "owner of the Hotel" is the same as the last name for the person. Additionally, I explained that by Hotel Rule we are not responsible for lost items. Especially we are not responsible for items lost 3 days after check out of the guest. The booking.com manager explained to me that I have the right to write an answer to the guest. But this answer would not change the statement that I owner of the hotel refused to return the wallet to the guest. Because of this review, we have received some cancelations in the last five days and my friends and partners started to ask me questions about the wallet. At the and I have got a call from the guest claiming that he has found his wallet. He contacted booking.com and requested deletion of his review of my Hotel. Just then Booking.com team deleted this awfull review from booking.com page. My problem is that in this situation that guests are able to write any personal attack on a hotel or stuff of Hotel just if they do not mention the surname of the person. Booking.com review page publicized accusations of the Hotels without a check of the facts connected with accusation. In our case, the guest's review connected the hotel and me with the crime of stealing the wallet. My opinion is that booking.com team should contact their partners in case of such horrible accusation and they should watch for personal attacks in a review not just by name and surname but by position in a hotel as well.