3

Unhappy Face

My few guests selecting unhappy face and writing - "nothing was wrong. All my stay was exellent"

But computer system does not read the message and count selected unhappy face as 'Unhappy negative " message.

Then score goes down.

Can we request BDC to make at least note: " Don't select unhappy face if nothing wrong" 

And if that happens, can We get some help to manually adjust this rating.  

I hope many of you agree that it is issue wUnhappy face selected, but message very positiveith the scoring. 


10
BrookAve

 

Hi Marita

 

Indeed that is truly crazy.

 

I believe if you still have their reservation and it is < 7 days old you can directly message them and ask them to edit it and explain the mix up.

 

 

 

 

 

 


 


Kind Regards

 

 

Consider linking your Property link into your partner profile as it helps other partners assist you, especially when starting out .

 

How To Guide :

https://partner.booking.com/en-gb/community/tips-tricks-more/how-why-ad…

 


How To Contact Booking.com:

 

If  urgent,  call the dedicated phone number* found in your extranet Inboxtab. Under Booking.com Messages, Click on Contact us to reveal the phone number.  

For more general info you can contact one of our main lines for help.

 

Got a specific financial question?

Call the dedicated  phone number* found in the ‘Financial Overview’ section of the ‘Finance’ tab in your extranet.

Please note that our finance team is available during business hours, Monday to Friday only.

9 months ago
3
Marita

Hi, Thank you. I did contacted the guest, and lady was so appologetic and said she will fix that. But then she texted me and said she did try and there is no option to change the review or delete unhappy face.

I think only way to change it is to call Booking.com, and I don't want to bother her with that...

 

9 months ago
10
BrookAve

As my Irish mammy would always say.... there's no harm in asking, all they can say is no.

 

 

I would go ahead and message the guest to contact BdC, and leave it at that. If so if they do great and if not oh well at least you tried.

9 months ago
8
Aaltje B.

exactly, happened to me too. 

guest said :(   stay not long enough! 

 

so we must tell BdotC about it! 

 

Greetings, 

Aaltje B. 

9 months ago
3
The Reinhold G…

following Marita's comments,- we have searched for guest's options to edit their review after posting it.

We have so far not found any positive results.

Does anybody know the answer?

9 months ago
2
Kerem

This happened a lot to my property also. Some guests selected unhappy face and wrote "Nothing. Everything was perfect." and it shows up as a negative comment actually it is a positive one. I don't know how to prevent this but maybe there should be an "Edit" button for the reviewer which can be active for 1 week after the review had posted.

9 months ago
B.
Community Admin

Dear Marita! Thanks for posting in the Community!

 

When the guest is writing something in the comment section of the review questionnaire, it does not influence your review score. The only section of the questionnaire that, at the moment, might increase or decrease your review score is "overall stay" score. The Comments section is there for guests to explain/clarify selected by them overall score.

 

Best regards!

9 months ago
3
The Reinhold G…

In our opinion, the "comment section " ( if it is filled in ) is of benefit to the host .

It would provide a first impression on the  reasons why a high rating was given, or why a lower rating was considered by the guest.

9 months ago
5
Don Burns

I have the same issue.

 

Please delete the two face graphics in the guest review section.

+1
9 months ago