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Guest reviews

Hello,

How is it possible to be scored overall 9 if all individual scores are 10? We were also scored 8 one time and all other individual scores are 10?

Thank you

 


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BrookAve 1 year ago

 

because nothing is linked nor calculated, its all manual by the thick guest.

 

 

 



 no one here but us leprechauns , contact partner support.

 

  • Remember this Partner Hub is not a direct line to any support team.
  • So never post action requests here, nothing will come of it.
  • Always message or phone Partner Support directly instead. Method #4 Public Phone List 

 

Click on my name for more guides


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Silvija Gradišer 1 year ago

I have the same issue. I just wrote to Booking and the only respond is to leave feedback in extranet.

This new way of calculating rating score is unfair and impacts negatively on good properties but increases rating score of bad properties. It doesn't take into account individual scores, only total score.

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BrookAve 1 year ago

or respond to the guest to fix it

 

reminder :

This system is NOT new. It's been around a very long time now.

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Silvija Gradišer 1 year ago

It is 2 or 3 years old, I know. And I noticed it before, I just wrote now.

I don't think that writing to guest is a solution. If I was a guest, I would just become irritated if host asked me to change my review. I am also not sure that they can change review.

It is also not a guest's problem but problem of bad system of calculating review score. It damages good properties and helps bad properties.

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Ian Robinson 1 year ago

it has been around for less than 4 years and it takes a little time for new systems to show their value - or lack of value. There has also been a close down the industry through pandemic so the poor outcomes of this decision are now being seen and commuted upon.

This is clearly a case of levelling down and lowering the overall score of the better performing businesses whilst building up the poorer performers. Nt a good decision by booking.com.

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Holland House 1 year ago

Well actually - allowing for Covid - yes it is new.

 

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Minja 1 year ago

I contacted booking.com and their response was that guest scored more things than what I see on screen and although I received 5x10s there were more things that guest scored and overall was final score 8 (which I really do not understand) For me it does not make any sense. Guest clearly said on drparture from our villa that he was really satisfied and tgat he will leave best review. I was totaly surprised when I saw that. I did not want to contact the guest, I felt embarassed to do so. And it happen two more time with final score 9 and all 5x10s

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BrookAve 1 year ago

Well that's just you.

 

Never be afraid to ask a question. And it's how you ask can make all the difference. 

 

Simply point out you think they made a misunderstanding or misconception,  be creative .

 

So if you never try you will never know. Be brave, be great.

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Ian Robinson 1 year ago

It all started when booking .com were convinced by a pressure group to move away from automatically calculating the overall rating from the individual scores to a separate guest selected rating. This had the immediate effect of boosting mediocre accommodation and penalising the really good businesses because so many people prefer not to rate the whole at 10 even though individual scores are 10's, I know I'm one of them.

The change was made about 2 years ago (difficult to be precise as COVID has changed the perception time. I would much prefer a return to the original scoring system.

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Holland House 1 year ago

I agree with you entirely - We had maintained a good score of 9.5 but as soon as the new scoring system came in - guest who found one tiny issue to moan about would give a final score of 9, the equivalent of 10 x 9 category scores. 

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Holland House 1 year ago

The new scoring system was a very bad bad decision by Booking com. Ever since it was introduced our score has fallen from 9.5 to 9.3 - the reason being that despite guests mostly giving us 10s in the individual scores - the general habit was to mark us overall as 9.  causing our score to decline progressively. Thank you Booking com for your negative input on this issue.

Previously if we got 5 x 10's and 1 x 9 our overall score would be 9.83 

or 4 x10 and 2 x9 = 9.66

or 3 x10 and 3 x 9 = 9.5 

or 2 x 10 and 4 x 9 = 9.3

or 1 x 10 and 5 x 9 = 9.16

So despite most of our guests giving us mostly 10s the final overall mark of 9 is the equivalent of getting 6 x 9s - which is not a good representation of what the guest actually thinks. 

Interestingly the opposite happens with poor performing establishments - their overall score is usually higher than than average of the individual scores - so their scores are going up whilst the better establishments are going down. 

I think whoever came up with this final overall score system is not very good at maths. We have to live with the knowledge that our best efforts are being undermined by the Booking com idiotic scoring system.   

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Minja 1 year ago

It does not make any sense

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hostess 1 year ago

Ive asked but I've not had a reply from him