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1

Wrong average calculation on guest reviews

Hi,

We have a couple of properties on Booking.com and are seeing strange behaviour on the average calculation of reviews.

For instance a guest gave us a review:

Price / quality = 10 Location = 7.5 Hygiëne = 7.5 Comfort = 7.5 Facilities = 7.5 Staff = no score given (due to Covid there was only message contact and no physical contact) Normal math would average this to an 8, but the none given score is also taken in account, which is a fault in my opinion.

I've contacted support but as always they don't look into the case since its not fraud.

Since the rating is an important part of guests booking and the algorithm sorting properties we are directly effected by this fault. Are we the only one or are more properties effected by this?

7 Replies
42 Views

1
Oesterbaai 36

I was afraid that that would be the case. In recent years fraudulent reviews have also not been dealt with properly. The review system is apparently failing.

It's a shame to see this on Booking.com while other platforms have a more open dialog about reviews.

I've taken two of my properties of Booking.com for this reason.

This system is not representative and therefore not fair.

+1
5 months ago
10
BrookAve

 

There are rules and conditions that can apply to remove fake /fraudulent reviews too if you report them.

+1
5 months ago
1
Oesterbaai 36

A guest who trashed both my places and threatened with a lawsuit after I confronted them gave me a extremly low review. That was the first review both my new apartments. I've had contact with Booking.com at length but they wouldn't change it.

Since I don't want to spend time on maintaining an unrentable place I've decided to remove it completely.

So reporting fake / fraudulent reviews is useless. You're not taken seriously as a host.

+1
5 months ago
10
BrookAve

 

I find that hard to believe if you submitted photos etc they turned you down, they would have to be extremely thick .

5 months ago
1
Oesterbaai 36

I know, but it's even weirder. I have a duplex A + B, which we rent as a whole and has a 8.9 overall rating and has genius status.

Apartment A got a 4.2 from the guests who threatened with a lawsuit

Apartment B got a 4.6 from the guests who threatened with a lawsuit

Besides the proof of the trashing of my place and the evidence the guest threatening with a lawsuit and the status of the duplex as a whole, Booking.com did nothing.

With a 4.2 as a score nobody is going to rent your place... so it's useless to maintain it online.

+1
5 months ago