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Writing negative reviews with Anonymous label

Writing false negative and Anonymous reviews
Without any justifucation or photos ..if applicable .The guests should not write false comments , how can booking.com comment and help owners of hotels /home stays ..
High time some formula or overall remarks based on that to rate rather than seeing only the guest writes , i guess first Anonymous revuwes should not be allowed on site .
If allowed, to have a 50/50 share or voice from both sides and some kind of sysem or score rating to avoid guests using /false reviwes whuch could be harmful to a property overrall score rate for nothing valuable to a hotel or a future guest to book .

Hope booking.com will implement a mire transparent system to help counteract such negative reviews of false comments nature by guests to mention on site .

Awaiting urgent action without wasting any more weeks /months ...as its a real headache for property owners on the long run .

7 Replies

7
pibomarco

They reduced anonymous reviews.. keep in mind that those few patiens will always exist.. The majoriy of reveiws must be positive.. if not, then you are doing something wrong..

1 year ago
2
Info

It does make me laugh when they write anonymously, I manage a small portfolio and know exactly who has been in which apartment at what time and date so they aren't really anonymous.

As hosts we will always get a negative review at some point, that's just human nature and I always take them on board as it is after-all someone's opinion whether or not you could have or can do anything about it.

My philosophy is that you cant please everyone all the time and as long as you are getting a majority of good reviews, then guests will see through those not so good ones for what they are.

1 year ago
1
Ritacauchi

I have just started my business and this week I received a review score 6.7 and left no comments so I I can’t get back with them to ask what wrong and why they said everything is perfect during their stay.

since I started all guests gave me review score 10. I m not happy with the system because while they were here they didn’t complain and said that every thing is perfect. The think is that the score mark will goes down no matter how hard I work to keep the guest to have an enjoyable stay.

My conclusion was that they gave me that score because they wanted to stay late and I can’t because I needed to clean the apartment because of arrivals. Instead of 10.00 I told them to stay till 12.00am .. At 15.00 I had arrivals.

1 year ago
7
pibomarco

It's not the system. It's the guests. Welcome to the world where you work with people/patients. :)

I had a similar issue.. everything great and perfect and received a bad review.. It happened three times in two months.. Two guests reviewed the wrong property the other one did a mistake with "stars".
I've contacted them all, and they aknowledged the mistake. Reviews were either removed or modified.

I suggest that you contact the guest and simply ask them..

1 year ago
2
Info

Sometimes life would be so much easier if guests were educated about the different types of accommodation they can book. A serviced apartment is not a hotel and it is not run like a hotel. It also isn't an apart-hotel either and the services offered can be miles apart.

Booking.com spend an absolute fortune on marketing. Its about time they spend some money on educating the bookers, There is such a vast range of accommodation and services available now. Maybe then, guests wouldn't feel disappointed about their accommodation choice. If they knew the type of service they were going to get they wouldn't feel the need to leave a low review score.

1 year ago
7
pibomarco

Maybe just to teach them how to read? The property descriptions and pictures are clear enough that the guest should know what to expect. But lots of them obviously doesn't know how to read and ofcourse different perspectives different opinnions. I think primarily hosts should need some education, before we even start educating guests lol.

After each booking is made, I also send a message to the guest few important pointers / house rules etc.. and thats it. With majority of guests no problems at all.. But there are always those few of them.. who just don't get it.. Let them be I say. They don't matter, al the other ones do.

1 year ago
1
Booking

When will Booking.com finally understand that negative anonymous reviews are unfair and absolutely useless both for Booking.com and the hotel?

How can a hotel assess issues with a guest without knowing who he/she was, the dates of the stay or the problems encountered? How can we improve if we do not know the reason of a negative review? How can we react if we are not allowed to post a reply to that review?

How Booking.com can allow that in a hotel where 99% of guests highly value certain things an anonymous person thrashes them without writing a single word to justify that opinion? How can we not feel completely defenceless? How can Booking.com not understand that an anonymous negative review posted the day before Booking.com closes the ranking for the year stinks to a will to damage the competition's reputation? How can Booking.com reply every time that is it the "subjective opinion of a guest" when this objectively affects the reputation and ranking of a hotel in your platform???

Without guests there would not be bookings but without hotels there would be no business for Booking.com. We need your help.

Why not banning anonymous reviews without comments? Why not making the internet a safer and more fair place? Why? I would like to know.

If at least Booking.com had the decency to take this matter seriously you would contact the guest and ask for clarifications that would be passed internally to the hotel so we could react and you would let us reply.

We are deeply upset with the way Booking.com handles this and even more when we receive the "copy and paste" reply that shows that we are just a number rather than a valued partner.

10 months ago