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1

Reviews are confusing for holiday home guests

My wife and I own and run a holiday home.  We have no staff.  I have tried 3 times now to raise this with BOOKING.COM.  Guests often leave 0 in their feedback for staff, because we don’t have any…that then affects our overall score.   

All booking.com say is “she can change her score”.  That’s not the point…others have been confused, and future guests will be confused as well!

 

it’s fine for hotels who employ staff, but we don’t!

 

 

 


11
BrookAve

 

Hi Rob,

 

I see why you might think that, but simply just ignore it.

 

No one booking will be thinking that, i.e. vast majority wont be.

 

What likely happened was , they left it at 0, did not actually touch it, as they thought , well i didnt actually see any staff.

 


If needed, Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

 

Message or Call BdC PartnerSupport ***

 

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.
  8.  

    *** public main lines via Where you can reach us

     

     


    how to contact partner support via private assigned number in inbox

1
Rob Stacey

Thanks.  I did that 3 times and they still didn’t understand what I meant.  I’ve just ended up very frustrated. 

2
Chantal

Hi Rob, that's truly infuriating! My guests also do not see 'the staff' but they simply rate me as 'the staff'. Since B.com has not responded, here's what I suggest:

1) As you check out your guests, do a short 'exit chat'. I like to ask my guests for recommendations to make their experience with me even better the next time around. This is a great opportunity to hear about any issue they may have had and to let them know how you'll deal with it.

Then I ask them to consider completing the review with their honest feedback. THIS COULD BE A GREAT TIME FOR YOU TO LET THEM KNOW THAT YOU ARE 'STAFF' Make it a fun comment, like, 'now you can really tell us what you think of us." It provides useful information without making you sound pushy for great reviews. Some hosts don't like to do this exit chat, but my guests say they appreciate that I take the time to see how things went and to get their ideas. You can see some of my reviews (score of 9.7 after 69 reviews) at 'Bellagio Getaway' in Kingston, Jamaica.

Don't feel uncomfortable about finding ways to solve this problem by communicating with the guest - make it a part of their vacation experience.

Let us know if that works! Best of luck to you.

Chantal

11
BrookAve

Great idea, Chantal,

and it could be written once in the Message Template for Check-outs,

 

so they get it in their email inbox and see it as a to-do task with a note on how its not linked and not to leave it at 0.

 

B.
Sergei - Commu…

Hey Rob StaceyChantalBrookAve! Our product team is looking for a technical possibility to address this issue. However, I can't tell you about any specific timing. More research needs to be done to see how we can approach this. But thanks for flagging this.