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Hotel Reviews by Guests Who never Stayed at The Hotel

We recently had a review from a client who never stayed at out hotel and Booking.com published it. It was an average score of 2.0. We work very hard to make the stay for guests as pleasurable as possible yet Booking.com can allow a guest who was marked as a no show to bring down our review rating considerably. Why is this?

3 Replies
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Laura, Communi…

Hi there,

Thanks for getting involved with the forum.
Since this isn’t something fellow partners can help you with, the quickest way to get help would be to send a message through your extranet or use the phone number listed next to your extranet inbox.


Good luck with everything,

Laura

1 year ago
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Lazarus Momanyi

I also got this malice rating last month, a no-show guest rated me 3 ( my avatar rate is 8.5)  commenting that  that my facility is an old house full of cobwebs and cracks. While in reality my facility is newly built  with no cracks or cobwebs. I suggest booking.com disable this feature for no show guest. How can someone who doesn't know you or who has never used your rate you?

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7 months ago
B.
Community Admin

Dear Lazarus Momanyi! Thanks for posting in the Community!

 

We usually send an invitation to leave a review to the guest on the check out date. If the No Show was marked after we sent an invite, unfortunately, the guest might be able to leave a review.

 

In this case, we would kindly ask you to contact our Customer support team and request to remove such review. 

 

Best regards!

-1
7 months ago