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Guest Review

 Imagine waking up and logging into your extranet account to find a review that was atributed to your property and B&B that read like something from the twilight zone. This was my experience on 08/10/18.It happened to us. A guest that stayed with us had a bad bad experience at another B&B in an adjacent province the day before coming to our B&B. So she wrote about it in reviewing that facility and somehow an error was made and the review was given to our property.I contacted booking.com about it intially and received no response so i had to contact the guest to see if this was indeed an error because I knew the guest had a great experience during her stay with us so you can imagine how shocking this was to read the review in error. Anyway,i made contact with booking.com partner support to help us as the guest was wanting to make it right and was asking how she could get it deleted and do the correct one to show her appreciation for the exceptionla service we provided to her. The booking.com agent stated that he would send her a link to delete it and to correct the post but the guest is saying the link was not helpful and she wasn't able to delete it. I called booking.com customer support again for the second time and was told that from her account she can log in and delete it. The guest is still unable to delete it and states she will have to contact booking.com for assistance tomorrow t(08/12/18) help her get it down. I really think that when it comes to posting reviews by any establishment that they have a legal responsibility to ensure that it's being posted to the right account or business, it's just irresponsible to say that reviews aren't verified for truth. It's unacceptable and immoral for someone to post lies on a business when they know that the reviews can either break or make the business. if it is breaking the business , it can result in loss revenue. Since the posting we have received numerous cancellations. we are a new B&B and all the furniture and appliances are brand new  and our place is immaculately clean but you wouldn't know that based on the number of bias reviews  we receive that marks us hard on when it comes to that category.Booking needs to be more protective and supportive of their partners. I try to point them in a good light whenever i get guests who states they won't ever use booking.com again. I hope they get this fixed before everyone jumps ship.

2 Replies

8
Leandri Klopper

Hey there,

So sorry to hear about your troubles.

Reviews is such a sore point. I'm actually amazed at how much effort Booking.com went through to help this guest to change the review. It's not normal operating procedure for them, so good for you that you got them to this point.

Did you get feedback yet?

10 months ago
2
Marciaforrester51

please be advised that my experience with Booking.com has been very terrible. I thought the partnership would come with support but it came with nothing but frustrations. The booking customer service is very cold and not very helpful at all. There would be no changes in the review if it wasn't for their support dept and the persistence of myself and guest to get this fixed. I had sent several messages to Booking.com and got no response as usual. They are very unprofessional. I have even sent 10 messages in relation to other matters and even to their customer relations personnel and they have not addressed it to date. I have found out that as a partner I am not valued at all by Booking.com. Booking.com tries only to penalize me for cancellation of guests they overbook to my property or they will harass me in regards to customer complaints for refunds already returned by our property and the support always favors the customer not their partners I provide professional support for Booking.com when guests complain to me about them but they do nothing for their partners.They promise to replace guest cancellations but when a guest cancels nothing is done. No effort is made to replace the guests and guests can cancel last minute without penalty even when the booking states non-refundable because Booking customer service will always tell them it's up to property and then the guests tell you you are the bad guy and eventually you have to bend your policy because they tell you booking says you can exempt me from the penalty.I have to be strong to not close shop due to my frustrations eith Booking .com and tbe way they treat me as a partner.

10 months ago