1

No show tried to make up a fake story

I just had a really bad experience. We really pride ourselves in our cleaning schedule, checklist and making sure our properties are spotless.  You wont believe this but i got a message to say that a guest checked in and left as the property had a "stain on the sofa" and the "bed was unclean". I was off for a few days and was quite shocked and upset and rushed to say sorry and we will check this and if this is found to be the case we will do full refund.  I texted the cleaning team but it was late and in fairness they never let me down.  Then I got night security/house sitter to check and video the apartment.  Its spotless!!! There is no stain, no unclean bed nothing!!! Then checked security footage of gate and the guest hasn't even tried to check in.  He was never there!!! 

So what do i do now? I have had the security take a date stamped video and i wont be giving the guest a refund but what if they try to write a bad review?

5 Replies
24 Views

9
Sharonpowney

How terrible to have an experience like this and how ridiculous that guests act this way.  Go into Reservation and mark guest as No Show but also fill out under Guest misconduct.

If you need to contact booking.com help team using Inbox icon on Extranet (Option booking.com messages) or give them a call see link for local phone numbers. 

https://partner.booking.com/en-us/help/where-you-can-reach-us

+1
3 months ago
1
Jayne Doherty

Thanks so much.. you have been so helpful! Thats amazing.. I will do this now!

3 months ago
10
BrookAve

 

Hi

 

A Now show should not have the ability to make a Review/Rating, since they are marked No Show.

 

Kind Regards

 

PS: I will send a request myself to BdC Support to make sure .

+1
3 months ago
10
BrookAve

My local support confirmed it is as follows :

 

 

Guest review invitation is sent to guest 1 to 3 days after the check out date of the reservation.

If reservation has not been marked no show after the check out date, the guest will get to submit a review. No show option becomes available starting 12 am after check in date and will remain available up to 2 days after check out date.

Therefore the guest will not be able to submit review if no show has been marked immediately. In case of discovering the no show afterwards and a review has been submitted already, we request the review specialist team to access the possibility to remove the review.

If no show was reported outside of the time frame, the review might remain in system. I hope the above information addresses your inquiries. Should you have further questions or concerns, please do not hesitate to contact Booking.com. We're available 24/7 to assist.

3 months ago