Wrong average calculation on guest reviews
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?