Guest reviews -The new calculation
I am greatly disappointed and surprised with the latest booking.com guest review changes.
According to the new system the guest reviews all categories separately and at the end gives an overall rating from 1-10.
We had a guest that rated 5 categories 10 and gave a 7.5 for value for money (he was staying only one night, the first and last time we will do this).
So a simple calculation is 5X10=50 and 7.5 equals 57.5 devided by 6 categories = 9.58 (9.6), yet the guest gave a final overall rating of 9 !
HOW can a guest be allowed to give a final score that is lower than the ratings he gave for all categories? So he can also give an overall rating of 2 even though he rated all categories 10 in the questionnaire?
WHO at booking.com came with such a "brilliant' idea? I would really like to have a word with him/her.
It would make sense only if the guest was allowed to give a final overall rating that is HIGHER than the rating calculated according to his answers on the questionnaire, but NOT lower.
I am surprised day after day with the lack of interest by booking.com and their support team who clearly are not interested to have satisfied hosts.
Why can we not review the guests?
Why do you propose big discounts for guests, yet booking.com does not lower their 15% commission at the same time?
The guest involved was satisfied overall because he gave everything a 10 but found the value for money 7.5.
To explain further, our apartments are big with a private jacuzzi and the minimum stay is limited to 3 days. Only for this one time we allowed a 1 day and the price was slightly higher because of the cleaning costs.
Despite of this, the guest arrived early and was given opportunity to park for free, received welcome drinks for free, had a fridge in the apartment filled with a bottle of wine, beer, milk, mineral water, coffee, sugar, salt, oil etc etc. We also gave the guest a tour of the village for free to make it easier for him and his family to find their way around.
The next morning the guest had stomach issues and decided to stay on our terrace (in the middle of a family lunch), was offered food, drinks, tea until he was fit enough to continue his travel.
All of this was done and offered to the guest with a big smile and love.
And after all of this he finds the value for money 7.5? People keep surprising me sometimes.
The price was clearly stated on the booking.com site and all around us there are apartments that offer a room for 5X less money.
I hope the rating system will be looked into AGAIN because this does not make sense.