15th of March just before my country Malaysia announced full lockdown for traveler due to covid-19 pandemic, I had a guest from Morocco. He started to book room from 15/3/2020 onward and renewed his booking continuously for 25 times until 9/5/2020. He stayed for almost 2 months.
During his stayed everything went on well however he has accumulated his F&B bills to almost RM1700 and just ran away on the last day without paying the bill and damaging the hotel property.
I have made police report and reported this incident to booking.com.
The gust tried to tarnish my property name on booking.com website by giving reviews of the lowest. So far this guest has made no1 reviews 6 times which has lowered my property review score from average of 8.5 to 7.9. These reviews are purely baseless and have been reported to booking.com with all the proofs. Booking.com replied in my inbox saying it is Appropriate for a global audience, Travel related Genuine and unique, Respectful of others’ privacy.
How do I make booking.com understand that this reviews are slander to my property and done by a conman who ran away without paying the bills.
I have email to booking.com 6 times on this same issue and what I get is standard auto reply from them as above. Who should I go to when robots are replying to my emails? Is there any other why to handle this?
For the note I have average 8 in Agoda, I'm Superhost in Airbnb for 6 consequent times, and holding 8.5 in booking. I am seriously considering terminating partnership with booking when you don’t feel appreciate and ill treated