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Untruthful review

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:

Booking.com
06 May 2019 - 11:00:40
Dear Partner,

Thanks for your request. We’ve taken another look at the review in question and have decided not to remove it because the comments don’t go against our policies. The review in question will remain online because it meets our guiding principles of being:

Appropriate for a global audience
Travel related
Genuine and unique
Respectful of others’ privacy

Instead, we’d advise you to reply to this review (if the guest has commented). That way, you can express your point of view fairly and clarify the situation for future guests. Thanks for your understanding.

Best regards,
Booking.com Moderation Team
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What do you think?
 
1 Replies

1
Trinh Gia Phong

Good morning Martin Muscat ,

I have the same problem with you, When I added the second Property on booking.com, And the guest wrote comment very impolite, swearing and racism and the review score only 4.6. The reservation from 01/02/2019 and after that we dont have any reservation, I so nervous. So on 04 May 2019 I had wrote a message with the booking, they agreed to remove this comment, but the score still appear.

I think it not fair with me, because this property in airbnb work so good, you can see my comment and rating. So today I continue wrote the message with booking with this point of the guest. and waiting the feedback

we have the same problem ? Maybe this is the Competitor (near our property)?

AND BOOKING HAVE A POLICY WITH THIS KIND OF GUEST (Untruthful). THIS WILL MAKE DECREASE REVENUE OF US AND BOOKING WILL NO HAVE THE FEE ???

Thanks and regards !

5 months ago