user avatar image
1

Great guest experiences deleted

Hello, we had some great guest experiences deleted by the Booking system. We do not get any explanation for this. Booking keeps ignoring any request for an explanation and correction. 
Any ideas?

13 Replies

8
Leandri Klopper

Hi there!

Thanks for the post, this is quite the opposite of what I'm used to reading. Normally there is a bad review that they refuse to take down. Wow okay. Can you maybe elaborate into the details for us?

Like when was the reviews left? Maybe they expire? If we have a little bit more technical details then maybe we can all braindstorm.

Keep well!

1 year ago
1
Finca Alexandría

Hi Leandri,

thanks for your reaction , both deleted reviews are very recent (2 and 4 weeks ago). Both were from very enthusiastic clients who rated everything with the maximum.
For Colombians that is pretty common to give all 10's when they had a great stay . ( Europeans would give 9 or something when they were very very pleased with their stay).

In the picture you'll see the analytics page . We had one dishonest bad review and 9 very enthusiastic other good reviews. The one dishonest with the 3,3 never stayed in an apartment in our finca but Booking refuses to take it down.
The last two very good reviews are taken down without any explanation. So our score is 9,1 , but Booking shows a public score of 8,9. We have no old reviews because we are only open since a few months.

Grts , Pieter&Eliza

1 year ago
1
Finca Alexandría

* oh the pic is taken before the 10th review , which is also deleted from public view

1 year ago
3
Villa Junona Croatia

The same happened to me also- About two week ago I read two good reviews in Pulse (one with 10 score and the other with 9.6). But both of them do not appear in the public space- The question is - WHY? I even can not imagine what was the goat of deleting good reviews?

1 year ago
8
Leandri Klopper

Hey there,

Sorry for my delayed response.

Wow, ok that's a problem. I remember reading somewhere on the forum that the client can actually change their review within a certain amount of days after adding it. Perhaps it is possible for the guest to also remove it, but what are the odds of two very good reviews being taken down by the guests?

Villa Junona Croatia , you wrote: "I even can not imagine what was the goat of deleting good reviews?" - Is that a colloquialism in Croatia or an autocorrect? I also don't see any reason why Booking.com would remove good ones unless they suspect foul play which they have to tell you.

Okay so here is my suggestion to a Semi-Soltuion: Those reviews are probably never coming back but Feedback is good and can sometimes help motive Booking.com return something that ought to be there still. On your Reviews page, scroll all the way down and click on Send Feedback - Type a NICE message (I capital lettered that word because I'm afraid it's going to sound sarcastic and it's not). Make sure you tell them in the message how excited you were to get the review and you saw on the forum that you're not the only one who have good reviews disappearing on them so you want to make sure it's not a system error from their side, and you would appreciate it if they look into this issue.

Hope this help, let us know how it goes!

1 year ago
3
Villa Junona Croatia

Leandri Klopper No chance. I asked those guests whether they for any reason deleted their reviews, and if they have changed their opinion - why?

Both of them replied to my question that they did not delete reviews, It means that BDC team did so.

1 year ago
8
Leandri Klopper

Hello again,

Well that makes it easier. You can send that correspondence between you and the guest to BDC and ask them to put it back.

I'm sure that will do it!

1 year ago
9
M Adamopoulou

Bandara Hotels & Resorts thanks for the information your experience is vital

11 months ago
1
Wadhwanigeeta

i have a customer who has his reviews taken down all the time he stays frequently (appox 3x per month) and reviews every time. they used to just not email him the link so he could review now unless he does it anon they take it down after a few days --it sucks ---i have called, no response from account mgr, just had 4 more of his reviews taken down and i asked if he is not allowed to review his stays could we be reembursed the commissions on his stays (approx 40) last year and i want a new account mgr

8 months ago
9
M Adamopoulou

Hello Wadhwanigeeta and welcome to the forum.

Very weird situation with your reviews. Hope you solve the matter..

8 months ago