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MR

New Feature Request: Ability for hosts to provide feedback on guests

Hello Product team,

 

At the moment only guests can provide feedback on their host.

There is no direct means for hosts to provide direct feedback on the guest's stay, post check-out. This is a key feature for the product, and one that is offered by other major platforms (Airbnb, Flipkey to name a few)

In absence of this feature each host is left to do their own custom implementation, that can lead to non standard approaches and potential privacy concerns. For example, a host can use the guest contact information (E.g. phone number) to request for feedback.

Having a standard feature that is tied with the check out date will make things equitable for hosts.

I would like to request this feature be prioritized on the to-do list ASAP.

 

Regards,


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Don Burns 4 years ago

I agree!

 

A recent guest was a germaphobe (a person who has an extreme fear of germs).

 

Although our rental guestrooms are spotless and immaculate, this guest gave us a low rating for cleanliness.

 

Other hosts should know this before renting to this person.

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Marina Besedina 4 years ago

One of our guest didn’t pay for baby set, I will be happy to share feedback with colleagues and partners. Another guest stole a TV from one of my friend’s appartement and booking could only compensate their commission. I think it’s extremely important to black list such guests and let others know.

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353 Degrees North 4 years ago

We, also, agree this would be great though it would only serve its purpose as long as it's not subject to overly strict restrictions on what can be said.

Well done for requesting this feature.

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BrookAve 4 years ago

 

we  all want it , but managing realistic expectations , it just never going to happen.

 

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MR 4 years ago

 

Don BurnsMarina Besedina , & 353 Degrees North...Thank you for your comment and support

 

@Barry Reilly...If all of us want it then what is the reason this feature won't be implemented?

Are we setting the bar so very low on this platform, on which we (& Booking.com) are supposed to make money?

For whatever reason, if this feature is not implemented (something which is an industry-standard now), the review process is incomplete and will not give hosts a proper view of their guests. On the other hand, guest can choose to leave whatever feedback they want, without offering the host an opportunity to present their feedback. Certainly not a win-win.

 

Sergei - Community Manager...Is there a threshold of feedback or a criteria for this conversation to be converted into an actionable feature request?

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BrookAve 4 years ago

 

That's the nail on the head right there, 

There is no realistic expectation that anything we say nor how many say it will stop , change or effect any change at all.

 

We already know this because of the new Partner Rating System , and all the replies and topics it spawned.

 

It is now months since the change and nothing reverted or changed.

 

You are not the first and wont be the last to say it, and its ben said for a very long time.

 

Yes you and many of us can indeed suggestion something , it likely will not seen due to the design flaws of this forum.

 

For the few that are, trickle up to a team, but after that …..

 

Now are we on the same page?

 

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.neri 4 years ago

I am also on air bnb, which I think is a problematic company , but I like the feature of feedback to visitors. It means a person will think twice before being nasty or just writing things that aren't making sense. I think it's great to have reviews but I often find that the worst reviews come from the worst guests. of course not always but often, 

There's also a problem with asking for positive and negative. some people, looking for a negative, come out with the most non-sense remark. Maybe there should be a different  way of asking. 

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pibomarco 4 years ago

I don't like this feature at all. We could expect even more "lower" ratings when we basicly "force" guests to rate us back. And then we would be hearing once more a lot of crying here on forum that guests are telling lies, how bad is the scoring system and that those reviews should have  been removed etc. Guest can be untruthful in their feedback and so can be hosts. Report misconduct is a good enough feature. 

 


and once more:



Booking.com (Expedia, HRS, Hostelworld, Ostrovok...) are HOTEL based platforms


AirBnB (HomeAway,...) are HOME based platforms. 

 

For big properties is just to much dealing with this feedback model for each guest. If you are renting your home, one apartment etc.. then stay on home based platforms if you can't cope with hotel platforms. Each model has it's advantages and disadvantages.. I think there is a reason why I receive majority of bookings from Booking.com although my property is listed on 7 OTA's including AirBnB with superhost badge. 

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MR 4 years ago

Thanks for your comment pibomarco

Feedback is optional, much like guests are not "forced" to give feedback on hosts.

 

Those hosts that dont want to, can safely ignore guest feedback.

Hotel or Homes, customer is a customer and if their feedback helps us improve, bring more business, we should be open to that feedback.

Perhaps this feature can be rolled out in phases or be made available to the Homes portion of the listing inventory.

 

In any case, there are many ways to deal with the implementation. The key question is what will it take for Booking.com to take on this feature.

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pibomarco 4 years ago

New properties are added every day, business is fast growing as it looks.. So what will it take? Perhaps if home owners would start terminating contract with Booking.com on a big scale? :)
BDC is well aware of AirBnB model. Would this model actually benefit them and their guests? 

 

As a traveler I wouldn't like to be rated by hosts, collecting stars and "kissing ass" for a good feedback. I have enough social media on other platforms. :) I like to book instantly, not waiting for approval... I booked, I paid, want to enjoy my vacation, thank you & goodbye and if I am not too lazy I will give a score 10 (I don't have high expectations). And that's what is all about for "hotel" guests basicly.

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M Adamopoulou 4 years ago

pibomarco, this is what exactly my cousin told me about BDC...

I like to book instantly, not waiting for approval and can cancel anytime following propertys policies....

Have a nice weekend....

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.neri 4 years ago

I see your points. I have a small B&B and have less work. I think the guest misconduct is fine but should be taken very seriously when the behaviour is really bad. Maybe the company should follow it a bit more and not have the strict rule that they can never cancel a review. Sometime it is right to do it.

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pibomarco 4 years ago

Someone said that if the guest is reported by several hosts for a misconduct guest can be penalized or even blocked. But anyway guest can always create new profile as they can do on AirBnB, so I don't see the point in "black list". In some cases Booking.com will remove review (threats, discrimination etc).. If guest had a negative experience they are allowed to write negative review. We can not judge their perspective, their character. The biggest problem is how to prove someone wrong. Also not all hosts are saints and truthful. Luckily for us majority of guests are positive, understanding and well behaved.. the small portion of the rest we just need to accept it.. it's just a part of the industry we're in. 

 

Let's not forget that majority of damages, stealings occure in properties where they don't take guest information (ID, passport) do not collect damage deposits have flexible policies etc.. 

 

You can do a lot with few preventive measures.

 

"...something which is an industry-standard now..." well it really isn't.

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MR 4 years ago

Thanks for your opinion pibomarco

 

Good to hear the other side of the story :-)

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Marita 4 years ago

I agree! And I requested this option before as well. We need to be able to write review for the guests. 

some guest allergic to the cats . Even I have in my description that we have 2 cats and I even have pictures of cats, guest wrote : House is very nice and clean, host is extremely friendly. But I’m allergic to cats .  So overall score is 7

if guest can not do homework and read or see the pictures,  I would see in the guest profile or his reviews that he is allergic and I would warn him 

I think the option ( not an obligation) to review guests would be helpful 

 

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M Adamopoulou 4 years ago

My dear Marita,

Guests do not read...and then they are always blaming hosts....

The option to review guests is a very good suggestion.

Wish you well.

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.neri 4 years ago

I created a first email with : Waht you need to know, and: What we need to know, all in short bullet points. It goes automatically to guests when they book, both by booking.com and expedia. It's only about the very practical stuff, but at least they can't say they didn't know we are vegetarian...People find it amuzing as well. 

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M Adamopoulou 4 years ago

Hi! neri,

I like your idea of sending email with further info about your property...but again do guests read????

Wish you all the best.

 

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Marita 4 years ago

Hi Neri,

 

Good idea to write the first message. Booking Com has only few automatic messages and I tried create extra one, and it didn't allow me. 

Did you do this under "Welcome" one or greetings? 

And Yes, Guests don't read, they see low price, and book it. Then they complain with words " I thought"... But at least extra step should help.  I will look into this . Thanks for an advise.

Marita

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.neri 4 years ago

Most of  them read and as I demand answers, they write me back. It is the first thing they get when they come. Most of them find it amusing.

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M Adamopoulou 4 years ago

Dear neri, what exactly you mean you demand answers???

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james s sos 3 years ago

I would see inside the visitor profile or his critiques that he's allergic and I could guide him I assume the choice to review guests might be helpful

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Ronald Wilder 10 months ago

Absolutely. Very tired of ratings without reviews, especially for Cleanliness without more information, Comfort without specifics, or Location when the description and profile and photos of the house clearly indicate that it is a remote location. Without an option to respond to people who leave only ratings without a comment, anyone can lob bombs and knock the overall rating for a property. Not cool and not fair. That, along with the ease and carefree approach with which reservations are made and cancelled on Bookings is going to make this my last season on this platform.

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Arian Doaks 5 months ago

Guests, no older than 22, just left period blood all over my white sheets, mattress cover, and white towels. Of course they said nothing.They also didn't follow any house rules. BDC should allow me to warn other hosts of their actions and collect a damage deposit upfront. I would have liked to have been worn myself as well. I guess BDC doesn't care about looking out for their hosts.