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Is it time for the "Value For Money' question to be removed from Booking.com?

Hi everyone,

Curious on your thoughts regarding the review question: Value For Money?

Perhaps Booking.com asking 'Value For Money?' is not really a question that has true merit, as people are biased to always answer with a lower score... because who really wants to say 'charge me more'. Guests will give 10 out of 10 on all other questions, but when asked about value will often choose one point lower. Henry Ford said it best... “If I had asked people what they wanted, they would have said faster horses.” Asking people 'would you like to be charged more - as that is what the end consumer is perceiving when they read the word VALUE (Value = Price in their mind). I have reviewed several hotel Booking.com Admin Pages and they all seem to have this bias of people choosing to 'not pay more' (i.e. giving a point less on that Value question).

Is it time for the "Value For Money' question to be removed from Booking.com?

Curious on your thoughts.

Warm regards,

Brent Hohlweg

Director Of Marketing
Top 25 Small Hotels In Canada
21 Replies

1
Enquiries

Yes I agree totally and it varies from person to person what they personally believe the value is. I've had a few comments in the feedback talking about how much they paid or what value they saw in the stay and don't think that should be published either.

1 year ago
3
Ginascott57

This is an interesting question. We too have several people who give us high rating on most criteria ( with the usual exceptions) and then a bit lower on value. So yes it is very much based on individual perception and if they arrive at their opinion based on price only or even worse what they paid to stay somewhere else, it is a silly critieria.

Guests can choose five different types of accommodation on our property, all offering different levels of facilities. Price ranges from $110 to $170 for 2 people. We are situated on a rural property away from the crowds, offering peace and quiet, fishing, walking and gardens to relax in...guests do not appear to see this as something which adds to the value of their stay.

All the best to you.

Gina

owner operator

www.platypuspark.com.au

Platypus Park Country Retreat.

1 year ago
4
Angela @Promhills

I agree, it should be removed. Value is a very subjective question which also depends on when the person chose to stay. A last minute discounted room in off season might be seen as good value but the same room during peak season at a higher price isn't, that's the price they chose to pay because they chose to stay in peak season. I feel people wouldn't book if they didn't perceive the price to be fair for the service they're booking, therefore at the time of booking they think it is value for money, so it is an irrelevant question.

1 year ago
3
Ginascott57

Angela - too true.

BDC should remove the criteria along with location.

1 year ago
1
Christine P.

I also agree that it should be removed. Most often than not, even if the guests totally love the property and experience, this question give them room to say something negative. I always believe that the value of the hotel room does not quantify the thread count of your linen, the smile on the receptionists faces, the number of pastry items at breakfast or the amount of care which goes to each cleaned room. What the guests pay for is the AVAILABILITY of a clean bed and bathroom when one needs it most. One can have money to pay for a room but if all hotel rooms are already occupied in the middle of a cold,rainy night in a strange city? Surely he/she will pay whatever it takes to get a room.
Where does " value for money" come in this scenario?

1 year ago
2
Enquiries

G'Day, yes I also agree we as the property owners / managers should have some input as to the questions asked of the guests. The value for money is inappropriate and should be removed ASAP. Come on Booking. Com you monitor our blogs, ask us to fill in the questionnaires lets see some action re the feed back from us.

1 year ago
2
Life on 3rd Gu…

I agree, in retrospect it's a very strange question to ask guests. Especially as the perception based on value for money differs from each individual. For instance what I regard as good value for money, my friend might disagree. It all depends on background, expectations and the individual's lifestyle.

1 year ago
1
Info

I run a small 4-room bnb. We are often much less expensive then chain hotels, and we offer free wifi, parking and breakfast. When we receive lower marks for Value, and high marks for everything else ( comfort, cleanliness, friendliness, location, etc.,) what is the guest criteria for their lower mark? It is a totally useless and subjective value that really doesn't help anyone.

11 months ago
2
Enquiries

Unfortunately the public in general have perceptions that are almost impossible to understand. Yes the value for money is (to me) not a question that should be presented to them. But even simple things where clearly in the propery details stating we are 3kms from the centre of the main street which is approximately 3 minutes travelling time. Guests will post, it was far, far from town, took me 15 minutes to go to the main street , long travel into town, did not think it was this far from restaurants . We will never get them (guests) to be altogether happy . Do our best, wipe their noses and take it on the chin re the often misleading reviews they post. But please OTA's stop giving them amunition to discredit us ! !

11 months ago
1
Sandy

So glad I saw this post regarding Value for Money category in the Reviews. I am so disheartened with this category that I wrote and called customer service to express my discontent with it, explained how utterly useless it is due to its subjectivity based simply on human nature to want to spend less on everything in life, and generally how unfair it is if the guest has not stayed in any other local B&Bs (in my case) in order to compare objectively. But the response, via phone voice mail, was something like this: "we encourage guests to speak from the heart and if they feel based on their travel experience that something is not delivering value for the money they spend, they should be entitled to express it". My argument was completely ignored and I hit a dead end. I do believe we have strength in our collective voices as lodge owners to speak from OUR hearts and tell BCom that this is not an acceptable category and to remove it. I also agree with a previous responder to this post that Location is also inappropriate in most cases without additional breakdown of what the issue with Location might be (such as Too Close to Town, Too Far From Town, Too Noisy Beside a Bar, Too Remote, Too Close to a Dump, Not Close Enough to River etc). Not giving the Location category some definition is detrimental, most especially if reviewers do not leave comments. Cheers, Sandy

11 months ago
1
Sandy

I just wanted to add to my comment above that we too get 10/10 on all the other categories in most cases, yet to see a reduced rating for Value for Money just doesn't make sense. Remove it, please!

11 months ago
1
Zvirgzdina

Completely agree - this valuetion point is so redundant! The least they could do is explain it more to the customers because right now as it stands it's way too broad and as people previously have commented - most folks won't give a top note for this one.

I run a tiny operation of just 2 apartments, and have really great valuation overall but the value for money is what mostly brings our property's score down, even though we're at par with other properties, and to be even more awesome we give free amenities and have overall excellent property, but seems it's never going to be enough.

10 months ago
2
Enquiries

Cassid, I understand what you are experiencing and I am sure we all have and will continue to have similar experiences from guests who know better than us how to run our businesses. The crux of the matter is the reviews left for us re "value for money" by the guests in general is unfair. We need to get / encourage the OTA's to remove the opportunity for the guest to express an answer to a subject with such wide scope. Value for money is giving the guest an opportunity to degrade our review percentages as the scope of individuals opinions is so vast.

9 months ago
1
Sandy

Cassid, totally agree. You hit the nail on the head with your comment.

9 months ago
1
Tanyabond76

I couldn't agree more. Why would they give a high score for Value for money if they risk to pay a higher price the more guests that rate this the same os other questions like Staff. I also think location should also go as most guests know the location of your property before they book yet the stay and score low for location. Did they read the location information of your hotel you choose to book at?

9 months ago
1
Merrifieldgareth

“Value for money” this is unfair and needs to be removed for all the reasons above.

7 months ago
1
Kevinannethoresby

Yes it should be removed. This is such a broad topic and every single person views the topic differently . Agree with above too

6 months ago
1
Info

Value for money can depend on whether or not the guests use the facilities on hand. It can also depend on whether they are used to booking economy accommodation and are simply not used to a high end property (if they only stay to sleep rather than enjoy)

its incredibly subjective and not a useful guide.

6 months ago
1
Yhynson84

I agree with all the comments made so far but see the category is still there months after this discussion started.

I would like to give a recent example of a very disappointing value of 7.5 with 10s for everything else. We let them check in 6 hours early i.e. 8am because their flight arrived at 5 a.m and the enquiry was months ahead of their stay. They left us a cute handwritten recommendation when they checked out at 11am- I took a photo as it had the date on it making it very relevant, a lovely last text message but an anonymous review, not their names - which were on the egg carton and in the photo.

I think 6 extra hours is value for money, don't you? I have sent them a polite email reminding them of this and can only hope they confused us with the next place they stayed at.

3 months ago
1
Merrifieldgareth

booking.com should remove the value for money selection..... Why its still asked when most of booking.com suppliers do not want it is beyond me?????????

3 months ago
1
Thehedgesguesthouse

I too would agree as I myself have given a low score on a Hotel that I stay in whenever I visit a certain city but I always low score them on value hoping they won't put their rates up for the following year even although I do think it is value for money

So yes take the button away its not a true reading

1 month ago