Guest Reviews - Booking won't remove fake reviews
Greetings everyone and thank you for taking the time to read my post, its going to be long but please do read it. I am seeking advice and help from the forum since Booking.com service doesn't seem to care, nor want to help with my issue.
I have been a host with booking for 3 almost 4 years and i believe i have learnt to offer the best possible experience for every single guest that chooses to stay at my apartments. When someone decides to visit us, i want to make them feel like home, provide them with anything they might ask and assist them with any issue that might arrise. Following that idea i have managed to receive 82 reviews in total of which: 62 reviews got 10/10, 18 reviews got 9/10, 1 review with 7/10 and finally a recent review and the reason of this post with 1/10. When you want to be the best host possible you value every single review (positive or negative) and try to improve from all the feedback they provide.
With all this in mind let's dive into the reason why i am making this post. I recently received this review:
it also included a long text(which i am not sure i am allowed to display so i'll sum it up )
They had nothing positive to say, on the negative things though they said '' that we allegedly called them 1 day before their arrival and told them that the apartment they booked was unavailable and we are gonna give them a different apartment to a neighbour area"
So after reading that review, we were really shocked, since it was literally a made up story. Nor did we ever say any of those things nor did the guests ever stayed in a different apartment than the one they booked. During their stay in our apartment, they never said anything, never complained and whatever they needed we always assisted them. We cleaned almost daily(they stayed for 7 nights) and tried to make their stay the best it could be. We tried to contact with the guest to ask them why did they do this, since it might have been a mistake but they wouldn't respond to any messages or calls. So we decided to ask Booking's help, but booking simply won't remove any reviews, even if they are completely made up and defame your business.
TLTR : guests lied about their review, gave worst possible evaluation, booking will not remove it.
What do you guys think? Should booking remove that kind of review or is it justified and should stay?
Have you ever managed to remove a fake review with the help of Booking?