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3
CML

HOW DO YOU RATE BDC

Dear Forum Members,

Someone has come up with a "brilliant idea" and we would like to hear some responses from you:

HOW DO YOU RATE BDC on how they work for your "hotel"?

1. Main Hotel Photo: satisfied  / dissatisfied / n/a

2. BDC tag across Main Hotel Photo: like / dislike / n/a

3. Have your bookings DROPPED since these changes have been made: yes / no / n/a

4. BDC's response to complaints: responds / no response 

5. Reporting of legitimately UNFAIR & DAMAGING REVIEWS - are you being heard? yes / no

6. Reporting of legitimately UNFAIR & DAMAGING REVIEWS - are you feeling disregarded? yes / no

7. Do legitimately UNFAIR & DAMAGING REVIEWS affect your RATING: yes / no

Clear yes, no or n/a are good, to keep the emotions out of things - this would be the better way for BDC to approach guests for reviews, without inviting emotions and negativity. In other words, did the "hotel" deliver what it was supposed to deliver!?

Thanks everyone, this should be pretty interesting and then the next question:

HOW TO GET THIS THROUGH TO BDC?

 

 

 

7 Replies

3
CML

Thank you for that Joey ... enough for "heads up" from BDC

I guess we need replies to convince BDC that a change in policy is needed, in a hurry : )

11 months ago
7
fluff

1) Satisfied

2) no problem

3) n/a

4) Responds

5) NOOOOOOOOOO!

6) YES

7) YES

Guest rating should match the online rating, i.e. points out of 10.

it would be nice if reviewers were told, "Your hotels' average rating is x.x, if you are happy please rate at the same level or more, if unhappy rate less."

11 months ago
3
CML

Interesting ... point number 5 is getting a "NOOOOOO" from all of us so far!

BDC - in other words we are unhappy with the "unfair and damaging reviews" which BDC are unwavering about, regardless of the obvious unfairness that they portray!

11 months ago
3
CML

Thanks for sharing that Joey,

Funny, most of my "suspect ratings" come from people who have smuggled extra people in (be it a child, nanny, granny, mum and dad - we have had as many as five people arrive, who booked only two).

I am starting to wonder whether it is worth anyone's while (and all the stress), just hoping that BDC will respect and trust their "hotels" !?

11 months ago
7
pibomarco

1. Main Hotel Photo: satisfied

2. BDC tag across Main Hotel Photo: like

3. Have your bookings DROPPED since these changes have been made: no

4. BDC's response to complaints: responds

5. Reporting of legitimately UNFAIR & DAMAGING REVIEWS - are you being heard? yes

6. Reporting of legitimately UNFAIR & DAMAGING REVIEWS - are you feeling disregarded? no

7. Do legitimately UNFAIR & DAMAGING REVIEWS affect your RATING: no

Unfair & Damaging reviews = different perspecitves (most cases).

11 months ago
7
fluff

QUOTE pibomarco

5. Reporting of legitimately UNFAIR & DAMAGING REVIEWS - are you being heard? yes

6. Reporting of legitimately UNFAIR & DAMAGING REVIEWS - are you feeling disregarded? no

7. Do legitimately UNFAIR & DAMAGING REVIEWS affect your RATING: no

Unfair & Damaging reviews = different perspecitves (most cases).

UNQUOTE

While I agree that this would indeed cover most occurrences, there can be extreme cases where the guest is both a liar and extremely obnoxious.

We've had one case where the guest tried to blame staff for several misdoings during their stay (ranting and swearing at them and us), these were proven untrue on CCTV footage with sound. This proof was received VERY ungraciously.

Upshot was, they wrote a really hateful, racist and totally untrue review along with the expected lowest rating.

Although BDC eventually agreed to remove the review from public sight (of course the low rating stays) it has not been removed from our account. Therefore, the meta-search rating still counts this abusive bile against us.

Hence my responses to 5,6 & 7. (yes I did note your "most cases' but felt it needed underlining)

11 months ago
7
pibomarco

Luckily those are rare cases that shouldn't affect the overall rating, because majority of the reviews are (should be) positive. We know the number one rule in this business. "The customer/guest is always right".

11 months ago