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VERIFY WITH PROPERTY OWNER BEFORE DOWNGRADING RATING

Hi there :)

Have you thought of appealing to Booking.com to include in their policy and procedure to verify with us the comments and ratings provided by the guests before factoring them outright in our ratings? 

I noticed that our ratings immediately changed without giving us some time to hear our explanation. I was surprised to find out in a matter of minutes after the guest posted her rating, our property's rating had been lowered by 5 points.

Your 5-cent take away is worth a million to me :)

 

13 Replies
36 Views

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Blue Turtle Ho…

Hi,

That's how Booking.com does. And actually how all other OTAs and Trip Advisor do too.
They process the score and then if you have anything to claim or to complain about, you need to contact the company and explain your position.

The only things they verify is if the review does not violate their rules (no racism or discrimination, no cussing, no sexual content etc.). Otherwise the guest is completely free to rate you whatever he or she wants with or without explanation.

It would be good for us to have a scoring system similar to Uber or AirBnB where we could rate the guest too.

Oliver

2 years ago
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The Mermaid at Azure

Hi Oliver,

Thanks for sharing your thoughts. Right indeed.

I hope Booking.com has admins that monitor our discussions and pick-up bits and pieces of our dilemmas. They should also care about us and not only about guests.

When you know that you did your best for the convenience and comfort of the guests and they pay you back with unmindful comments and ratings, simply frustrating.

The beauty of hospitality :)

2 years ago
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Blue Turtle Ho…

I'm sure they do have admins checking everything here. So much data to collect :)

All these rating platforms are definitely really helping our business but at the same time it has given the feeling to a lot of guests that they are now Michelin inspectors. They now rate everything, anytime like it is just a game.

Oliver

2 years ago
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The Mermaid at Azure

Hi there Blue Turtle,

Sadly ya. Some guests owned the rating platform just like that :(

This unverified rating and commenting has to stop because it is unfair if the rating is not objective and those comments are not true.

I noticed that some guests compare the facilities they get from a 1-star, 2-stars, 3-stars, 4-stars and 5-stars to all the different stars category. They may not know the differences of those stars category. And when they don't get as good as those from a 4-star caterogy, they rate the 3 or 2 star category as negative.

Does Booking.com hear us on this?

2 years ago
5
Le Balcon des Jasses

To get a good Rating take long time, Its Easy to get a high Rating if you have 10 or 15 people to rate you, but a good rating need to be "hard work" We have around 500 visitor a year in only 3 double room, but people who rate us is 200, and at the moment we own 9.5 / 10.

I can tell you its hard work, we cannot do it to everybody, we can try hard and most people are Happy. Put a smile on, listen to people, give a little extra -all the time - charge - fair.....compare with others in your area and put your self down, nobody are perfect....Now we had Chambre d' Hotes, Table d' Hotes in 16 years, two years more, than retire....Anybody like to take over??

All the best, if you prefer Staar rating, work with TribAdvisor..

Kind regards Le Balcon des Jasses

Lucy

2 years ago
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Blue Turtle Ho…

Yes, some reviewers are completely messing everything up with their expectations.
A lot of them compare apples and oranges... Really unfair.

@Lucy, The Mermaid at Azure ne parlait pas d'un système de notation par étoile comme sur Trip Advisor mais plutôt du fait que certains clients mélangeaient un peu tout en comparant des établissements 3 étoiles avec des 5 étoiles, par exemple.

Oliver

2 years ago
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The Mermaid at Azure

Hi Lucy,

Thanks a lot for the motivational words. I've just putting my vacation home last Feb 15 this year. Very new indeed and all these surprising reviews from the guests gave me both heartwarming and disappointments. Though 99% are very heartwarming. I'll surely get use to that 1% :) I'll just move ahead and better my best!

I'll check with TripAdvisor too :)

I hope your B&B would find an equally super host like you :)

2 years ago
5
Le Balcon des Jasses

Thanks, Good Luck to you, Never give up, lots of fun can I promise you, many new friends, give a little extra.......all the best

Lucy

2 years ago
5
Le Balcon des Jasses

My and my Hubby Helper, we work as a Team, and we love it

Le Balcon des Jasses France

2 years ago
5
Le Balcon des Jasses

Ok, I just tell you, and everybody...

Now, right now, finish cleaning room, the bedding are ironed, and the fresh flower in Bath and in room, give a welcome, fully booked again, But right now, making fresh bread and croissant to my next guest's breakfast.

Yes, of course, 600€ in my box, its not profit all, but I don't care, I love it..

Nice day to you;

Lucy

2 years ago