B.

Did you know we’re changing the way guest reviews work?

Hi everyone,

Guest reviews are one of the most important factors of managing a property. We at Booking.com we appreciate the feedback on the fairness and accuracy you have provided of the guest review score. 

Thanks to your input, we have made some changes to the way the guest review score is calculated.

In this new system the overall score won’t be determined by the average of the 6 categories, you’ll find all the details in this dedicated article.

Let’s find out what’s new in the improved review system:

  • Now guests select an "overall" score themselves

  • Smiley faces are replaced by a new sliding scale of 1–10 for this score

  • The 1–10 sliding scale means more objective scoring based on guest feedback. 

Your feedback helps us improve! Please leave your thoughts in the comments below:

-Ilaria

 


1
La Corbeliere

We had a bizarre comment from a Parisienne guest who had left a computer in the room when he left.

I contacted him to ask how to return it and also to give us an idea why they thought the location wasn't worthy of full marks.

His answer was, "If the Sea was at the front I would have given you full marks". That's despite the fact that him and his girlfriend had booked our Chateau which sits in the Pays de la Loire countryside and is nowhere near the Sea.

Some guests simply beggar belief.

As for the new system, we have removed our room availability until the end of January to see if anything changes. We shall see.

1
Wedgewood House

The comment about the sea is an absolute classic!  We get similar all the time!

I like your tactic - voting with our feet is one way perhaps to make people listen!

11
BrookAve

lmao, that's just priceless, brilliant, I'm in tears laughing.

7
Isle of Wight …

My solution to the problem is to drive up bookings through AirBnB and TripAdvisor ... that'll mean some discounting for the winter .... and over the winter, I'll modify my self-built calendar management software to export "Closed" to Booking.com for advance bookings and only open up for near-time unbooked periods ....

1
Milliners Cottage

It’s a joke. For hosts such as myself that maintain high standards and have overall scores in excess of 9.5 it’s detrimental.   

for example, our last review has 5 x 10 / 10 for FACTS such as comfort cleanliness location etc and one 7.5 which under the old system would of generated a fair 9.6 score the guest gave us 8/10 which is way below our average of 9.6 and dragging down our score. It’s absolute garbage to use this system if you maintain high standards because it’s subjective and based on one gut feeling at the end.

i always champion booking.com. No more.  

1
Endeavour Inn …

So not happy with the new review system. We just got a review with 10's for all categories and then the customer rated us a 9 overall. Our review score is currently 9.1 so technically their 9.0 will contribute to lowering our score. 

It should just be left how it was. Some people may just be adverse to giving a 10 overall but are happy to think about the categories and score them a 10.

 

 

1
La Corbeliere

For the whole of this year our review scores were all 10 apart from one 9.6 until the new system started where fortunately we have only had 1 review. The last review was all 10's but an overall score of 9.0. As it happened, we had to close for business as a storm brought down the phone line along the driveway, it took Orange three and a half weeks to fix it! 

That gave us time to reflect on things, we eventually decided that our reputation is valuable to us so we have stopped taking bookings from BDC at our property. We will however still honour the existing bookings for next year.

It's a shame that such an ill thought out idea has made us opt out but, hey ho!

1
GUILLAUME

Very very. very bad system!!

It's destroying months and months of efforts...

I'm in a very very competitive area and this new system is really not helping at all.

This is one of the exemple:

(And I also received a -1 in overall because the taxi of one of my customer was dumb...)

Please: REVERT!!

 

bad

10
M Adamopoulou

This is very disappointing...hope BDC is listening and if new review system is not working well they will fix it...

Wish you well...

2
Gustave Righetti

I just received an email with a survey about Booking.com! This is our chance to scream at the new review system. By the end of the survey there's a specific section about the review system, and if you click Very Dissatisfied, it will ask you for more information. This is our chance to be heard and improve the review system! Please do the survey if you got the invitation. Merry Christmas.

1
Wedgewood House

I do think that this system will hurt small independent businesses more than it will the larger chains.  It's hard enough trying to retain a small independent business in the face of the power of the chains.  I personally think this system will finish off anyone who isn't in the luxury "boutique" B&B end of things.  Especially when there is no accountability (like having to identify yourself) on the part of the guest.  We are reconsidering our future for sure.

8
pibomarco

This (or any other system) won't hurt a small independent business that provides a proper service. People were saying the same for the old review system, because they were too bothered when they received a 7,5 score. The only thing that will really hurt are our ego's when we receive "low" score. Those guests that choose larger chains such as hotels etc will rarely pick a small independent property regardless. Your real competition are other small independent businesses and we are on the same boat, so basicly it doesn't change much. 

1
Wedgewood House

Time will tell I guess and I clearly don't share your opinion.  It's certainly not a question of ego - it's purely and simply how are we going to get the guests here.  If you take a look at our reviews, you will see that over the years our guests are generally very happy with their choice.  We get good reviews in respect of scores and also with words.  Not everyone obviously and we don't expect to please everyone.  Nobody can do that.   If we couldn't take the occasional knock to our egos, we'd have left the industry a long time ago!

8
pibomarco

In most cases infact is a question of ego. :)  I can see that you are performing well and so it will be in the future regardless so in my opinion you don't have nothing to worry about. But sure time will tell. 

Well some people are taking occasional knocks very emotionaly but are not able or don't want to leave the industry. $$$ ;)

1
Wedgewood House

I don't think reviews are as important to the big chains as they are to independents.  If you think of a large chain such as Holiday Inn  or Premier Inn in the UK, most people already know what those businesses represent.  As a customer, you already have a clear idea of what to expect and I wouldn't be surprised if bookers hardly checked individual hotel reviews in these chains for precisely this reason.  I know I don't.  When I book a Premier Inn, I know what it is going to be like.  To small independents, especially the very small, the reviews are significantly more important as they are the only thing the guest has to go on.  They don't know anything about us.  As they are more important, any change good or bad will have a relatively higher impact in my opinion

1
GUILLAUME

This new system is a very bad one...pure garbage...but the fact is that this will impact everybody the same way...big chains and small airbnb like us...

All the rates off everybody are going to go down and down...but equally.

10
M Adamopoulou

Wedgewood House you are absolutely right... reviews are not so important for hotels...for  small accommodations guests give high attention to what other guests have to say...

For many guests reviews are not familiar...New system has to be more comprehensive and fair for everybody...

Best wishes for the holidays!!!

 

1
David hollingsworth

This is a terrible way to do the reviewing system. 

We've just had a review with all 10 scores and then our final score was only 7, does not make sense.

If everyone's scores start dropping down because of this system,  guests will stop using booking.com, so which means not only a loss for hosts but  for booking.com too, this needs to be changed urgently for everyone's sake 

10
M Adamopoulou

Hi David, and welcome to the Partner Community.

This new review system has only negatives posts from most of our partners.

Hope BDC makes some changes for the benefit of all parties.

Wish you a beautiful day...

2
One88 on Commerce

We should all post this when ever we get a Bad Overall Score which does not tally with the Individual Category Scores showing 10 out of 10's.

 

9.7 out of 10 is RIDICULOUS.

Since your little experiment with the New Review Score System, we have gone from touching a 9.9 out of 10 down to touching a 9.7 out of 10.

The 6 Individual Category Scores show 10 out of 10, 10, out of 10, 10 out of 10, 10 out of 10, 10 out of 10, 10 out of 10, yet the Overall Score awarded by the Guest is only an 8. And furthermore, there are no reasons left by the Guest to let us know WHY they felt we were only an 8 out of 10 despite marking all the components as a 10.

November, December, and January have seen 3 of our LOWEST EVER recorded Guest Review Scores.

Your new Review Scoring Sytem has only been in operation for, oh yes, that ios right, November, December, and January.

Something is rotten in the State of Amsterdam as Hamlet would have said.

This Overall Score System is not working for us, it is not working for any of the Top Rated Motels in New Zealand, get rid of this system before you have a bunch of Motels all scoring a 9 out of 10.

That is where you are headed over the next 24 Months with no Motels in New Zealand scoring over a 9 out of 10.

Do y ou really believe that is the way to go?

You are delusional and need to listen to what is being said.

 

If Booking.com keep getting told this by their Partners, then they will have to listen.

 

If you agree, pass this on to all your contacts within the industry.

11
BrookAve

 

FYI: They are not listening, not engaging with us at all on here.

 

However that does not mean they are not aware of it, and could actually be working on something right now but we will never know, until they release and announce.

 

 

2
One88 on Commerce

Hi Barry,

They may not be listening on this however,

When we spoke to customer service they said the only thing you can do at this stage is at the bottom of the reviews page place your feedback. 

This then goes to the developers who are running this system. At least if everyone is placing there dislike here they may eventually get the picture.

If enough people  place their feedback, something may eventually be done to fix this.

10
M Adamopoulou

Very sorry to hear that...but I think most of our partners ha tve same problems.

It is very strange....although guests score all categories with 10....the overall is 8!!!

 Are  guests aware how exactly they should rate reviews???

Certainly BDC should give more details to guests how they should score our properties.

Reviews is a tool to help both guests and hosts...

Please BDC take measures for the benefit of all of us...

 

 

1
GUILLAUME

Same here!

It's ruining months of efforts....

I hope they will fix it and fix the stupid scores we received last month....

But not sure they are really listnening to us...

10
M Adamopoulou

When we spoke to customer service they said the only thing you can do at this stage is at the bottom of the reviews page place your feedback. 

2
One88 on Commerce

When we spoke to customer service they said the only thing you can do at this stage is at the bottom of the reviews page place your feedback. 

This then goes to the developers who are running this system. At least if everyone is placing there dislike here they may eventually get the picture.

If enough people  place their feedback, something may eventually be done to fix this. Also, do this ever time you get a review that doesn't add up not just once.

10
M Adamopoulou

I believe that BDC is certainly listening and have plans for the future!!!

Cheers!!!

2
One88 on Commerce

When we spoke to customer service they said the only thing you can do at this stage is at the bottom of the reviews page place your feedback. 

This then goes to the developers who are running this system. At least if everyone is placing there dislike here they may eventually get the picture.

If enough people  place their feedback, something may eventually be done to fix this.

4
Ian at Numurka…

we have started putting the review awards in the local newspaper 

so, we scored ourselves a 10.....LOL...

the would be customers will read and come and try.

 

 

1
Erik Hachmang

1: Remove the 5 lowest scores, and the 5 highest from your average rating. This way it eliminates the unfair reviews but still have them up there for people to read. At least then our 'comment' would mean something. or 2: if the difference is really big (like mine, over 40%) change the end score to the old system and use the average score. But my prefference goes to 1. It would be fair for all partners as you also lose 5 best scores.

Got my second 3 this week, for another reason that has absolutely nothing to do with my B&B, and because of the guest not reading properly what they book. Even upgraded the guest to a better room because of a disability he had and he payed one of the lowest prices ever that week. and your 'reward' is a 3 It's hard to recover from a 3 when your overall score is 9.4 - The score win the old system would average at 7. Eventho that still would be one of my lowest scores, i would have been fine with that. Now, Booking was supposed to monitor the reviews carefully, so when there was a too big of a difference they would intervene.

What they do is send the guest a warning of the big difference in the overal score and the subscore. They'll do it when the difference is +- 5 points! Now my difference was 'only' 4 points - so i needed to have an average of 8 to get this... Bad Luck i guess Anyway. I think that if they would keep this system up that a little change could make a huge difference.  

3
Andy

Well I just don't understand some customers especially when you bend over backwards. Had a couple this side of Christmas that gave ok scores but didn't really add up in my mind as to why. One couple came last year and stayed in my cheapest room (only 23 euros) and gave me 10 for everything but this time scored location as a 5 and comfort as a 7 overall score of 9 yet the house is in the same location and comfort still same level if not higher.  Next couple scored me low on facilities again one night in cheap room which is ensuite,  no TV/DVD player at that time, USB sockets, heating, kettle, complimentary snacks, tea, coffee and milk plus free wifi but as my other self contained more expensive room was not occupied I gave the use of it's lounge/kitchenette so they had fridge, tv, sofa etc. all at no extra cost so what more in the way of facilities did they want for the money haha?  Nout stranger than folk as they say in the north of England.  Overall all though review system/scores seem to reflect my level of service/facilities as far as most guests go.

1
Enzo & Katja Amato

" Now guests select an "overall" score themselves "

This is nonsense and misleading.

Last week I got a score 4x10 and 2x7.5. The mean was 8.3, but the guest gave me an overall score of 7.0. I asked him for the reason but he didn't answer my mail.

This is very disappointing and lowers the overall score of my location without a reason.

I think you should keep the overall score as the mean of the other six values or allow the guest to give an overall score which is at least equal or higher than the mean (like a "bonus").

If he wants to give a lower overall score he can still do this through the other single scores.

1
Monicabonas

Can someone please tell me, are we now all on the new rating/reviewing system? How can I tell? I remember a coupls of weeks ago I used to see in the upper right corner that pop up question of "would you like to switch over to the new.." and I never selected that, well, now I don't see it anymore, so it either changed by error or it has been "enforced" tot everyone.

By the way, regd Location review scores please know I also check competition daily and guess what : flats in the same building as mine get better location scores, because of a more attractive design looool :)))))like i got several 7.5 scores, while they got straight like 35 ratings of 10 :)) again ,of course we are both 1.6 km from center...

Also let me tell you I use the same coffee for  2apartments I have advertised on bking and ABB, one is more beautiful and central hahaha, and I just saw the "weaker" apt has 7.5 coffee rating while the other 8.9 :)))))))))))))))))))talk about people being subjective and all, come on.

10
M Adamopoulou

This is a very long post and cannot find who left a comment.

Sorry cannot contribute...

8
fluff

Two negative votes to this post but no reason given, behaving like negative, anonymous guest reviews without comment!

BTW @MA...

The term for the entire subject on a forum is a "thread" and "post" refers to a single comment.

Here endeth the English lesson ;)

Might be a partial reason for down-votes as others may have misunderstood.

ATB

 

10
M Adamopoulou

Sorry these long threads are very frustrating.

It is impossible in six pages to find where to answer....

2
TITO JOSE

Really frustrating to see the Stone age model of Auto removal of guest reviews after 2 years. especially in these pandemic times where there is hardly any bookings and Guests don't find it mandatory to write a review after their stay unless we beg them. Please consider not removing our hard earned reviews which are frustrating to see disappearing in front of your eyes, in these pandemic times. I would request Booking.management to upgrade this old system according to current market conditions. either put a hold on this Auto removal of guest reviews until this pandemic is over or when things are back to normal. or please change this system, as its very hard to make a guest leave a feedback unlike earlier times.

I would appreciate if everyone can support me in this cause.

Regards

Tito (***)

Beach house at seascapes

2
Richard Osborn

Just keep taking 15% off our sweat. No matter the damage you do to our business. I was just told that no one was complaining about the new system but they are and you don't care. We pay you not the guests.

4
Jennifer and A…

Richard there are more conversations about this, hundreds 99% of partners requesting to revert to the automatic average plus many good ideas to improve the system that have been disregarded so far. I can send you the links if you need to participate in them. Have a great day

2
Richard Osborn

Thanks, but we have suspended our account and taken ALL  our rooms off Booking.com. We will not allow an employee(booking.com) to damage our business. I would fire them if they worked for me on site and did this.

1
Hotel Le Roi

I think the new rating system is ridiculous at its best. I own one of the best hotels in a city with the highest rating of 8.3 in the City with no hotel close to me. Now with the system, some guests are giving genuine rating of 7,8,9,10 and some are rating as low as 2. How can a guest give 2/10 rating to any hotel. Giving more power to a guest with a completely biased rating system would leave hotels helpless and powerless. Guests keep demanding freebies and discounts and threaten us to give a poor rating. I made a complaint to customer care and I got the absurd reply that it’s the customers wish to rate his experience and we need to provide a written proof that customer was blackmailing us. So I would like to ask these booking.com highly educated (Sarcasm) team - does anyone ever blackmail Anyone in writing ??? I probably generate most no. Of nights for them in my city and I am seriously considering if I should continue selling here or not.  hospitality industry is already going through a very bad phase due to corona , instead of supporting the hotel partners , if BDC is keep on going to show support only to the customers then they would someday face the same tragedy as OYO rooms