My property type is Apartment, and I am a new to the community of booking.com, and just today I had the saddest experience so far. I have received such a low rating review with no comment, so I can not even reply to it so the potential guests are not misguided by this.
I strongly disagree with the latest guest's review.
Being a frequent traveller myself, I am always understanding towards the tourists needs. Not only I provided early checkin at 9 am by their first demand, I also allowed late checkout at 3 pm absolutely free of charge. I replied all their numerous calls and messages at once, which I can prove by providing my phone's print screens. I always check myself how clean the apartment is after the maid and before the guests come, so I can tell for sure the apartment was perfectly clean. Besides, after my second (out of 3 in total) review of 8,8 points I renovated kitchen and small bedroom. I do not know the reason why my apartment is not so popular on booking (although I can suggest, it is because of the poor rating system), but it is quite popular on airbnb, where I have 100% positive reviews from more than 15 different guests and general rating 5 out of 5, which I can also prove by providing a link or print screens. (This actually brings up an issue of the web-service support. I tried to contact booking to resolve some issues, but they remained unanswered. I do not care through which service my apartment is booked, the prices are the same and I get my benefit anyway, but here airbnb is simply having my commission instead of booking.)
I would like to ask to do something about this review, because it is inadequate and is not proved by any comments of the guest, nor photos of untidy apartment. And what is the most shocking is Staff point of 5 after all my service and support provided. Should booking.com do something about it? I can provide my apartment any time for any personnel or representative of booking.com in order to prove that it is not even a little as is reflected in this review, not to mention the Staff. This is all very disappointing and makes me feel like stop being partners with booking, although it is hard to say the service is willing to help. I understand they need travelers opinion in order to minimize bad experience of guests, so they continue using the service. But there should be some protection of the owners reputation, especially of small properties.
Thanks for reading!