Negative Review Due to wrong placement on booking.com MAP
Hello, I am asking the forum member's help and assistance on how do I get what we consider an "invalid review" discarded against our total review score. The problem is we are 100% sure that during the listing process, the pinpoint/marker of our site was placed on the correct spot. It was working okay until recently, one of our guests got very upset of how misleading our map location was in booking.com that resulted in all the review parameters to get dragged down by a negative review on the map location. The customer was confused with the map and ended up circling around the dirt back roads locating our site. We are however correctly placed in google map outside of extranet/booking.com but we were placed on the wrong spot in our listing. This is of course fixed now but we are certainly demotivated by a negative review that we have nothing to do about.
We have a couple of listings and all were on the correct spot so we certainly know how to place markers. We tried to reason with booking.com to discard the score while keeping the review of the guest as-is since the guest was honest about their whole experience. We contended that we are fair enough to accept any negative review as long as it is something that was caused by us or our service and something we can work on. However this negative review about our location on booking.com's map was clearly not our doing. I am trying to wrestle with booking.com on fixing this issue but after about 5 emails now they keep answering this whole thing in a "cold manner" as if we are not partners at all.
We are concerned about our review score because it is our gauge in evaluating our staff and service levels with our guests. Booking.com is not addressing this part. I am making this post so others are aware how our partnership with booking.com is working out or should be and as reference for those who might encounter the same or similar incident as ours, not only limited to map location. We are asking forum members for opinions and/or solution if they have encountered a similar or like incident before we decide to end our partnership with booking.com