Review deleted by system. False positive
Spent hour on the phone yesterday to find out why a 10-rating was deleted. Answer was "it´s an automated system, can´t do anything about this".
I have worked all my life in software development (still do some) and I know there is a huge "fake review" problem, not only on booking.com. So companies install "review checkers", either bought or home grown.
The problem is that all these checking algorithms are not 100% fail safe. Not only will they let some fake reviews slip by unnoticed, they sometimes also flag a real review as being fake. This is what happened to us: I have the pictures of us plus the client, the Whatsapp conversations, the invoice with his National Document Number on it and the stupefied client is willing to cooperate to challenge this.
The review is still there (the operator could read it), so it is still in the database. Where do I challenge this false positive, anyone? Not only do I want my review back, but false positives can help fine-tuning the system, so this does not happen again. I am willing to cooperate, no problem.
Anyone who know what to do?