I received an untruthful review from a guest who has pulled my rating down. For the last two years I have received "Guest Review Award" having scores above 9.
My last guest called me just before they left and said they were disappointed in the accommodation, and seemed to be fishing for a refund.
As soon as guests arrive I welcome them and give them a chance to comment on there accommodation. They did not say anything. The guest stayed for three days without any concerns.
Now my score is 8.8.
The worst thing is I cannot reply to this review because the guest left no comment.
My wife and I work very hard to give our guests the best holiday experience possible. So to get a score of 2.5 for cleanliness is hard to take and everything else received a score of 5 or lower. This is not consistent with all my other reviews. Its plain to see its not truthful.
I contacted Booking.com and received this reply: