Customer Experience destroys credibility to Booking.com system
28.6% of reviews have worsened your review score.
New filters added!
The guest actually reported a 100% satisfaction rating but the system misunderstood what the guest was saying and thinks it was a negative remark.
The guest remark was:
- When my wife shut the curtains on the view
They were commenting how great the lake and mountain view was from the bedroom windows, and when they settled down to sleep, the wife automatically closed the curtains. He was saddened by this.
So how is this considered by the system a bad review? Are these reviews monitored by a human and is there a recourse to adjust the findings.
If not, then all the Booking.com analytical information provided may be inaccurate depending on what criteria are being set in the programming. This is just one example especially when a 28.6% low performing review was based on only 1 of 1 review.
I would appreciate Booking.com look into fixing current problems first before adding new features. Example, see post Template messages goes wacky when making adjustments