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Blackmail - Extortion - The Nastiness of Some Guests

Today, we have a guest threatening a bad review if we don't pay her ......

The really sad thing is, Booking.com will simply allow the bad review ......

We will not tolerate blackmail under any circumstances ..... if only Booking.com would improve their standards and improve their service to hosts / partners ......


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Skyline10 5 months ago

I absolutely agree.  People book in without reading the description or policies.   We try to make them do so by repeating in greeting emails - when they book, 3 days before their stay and during their stay.  Makes no difference.  If they stay, they'll be perfectly happy while here, then send a nasty review afterwards, entirely at odds with this.  You can ask them to change it - they won't, and may even make it worse.   Stand up for yourself, and BDC are likely to try to shut you down.  If the guest doesn't stay (cancel or no-show) they can't review on BDC, so they go to Tripadvisor and chuck muck at us there!  I, too, have had them leave a devastating review, then demand a refund in return for removing it.  It's blackmail!  Why does this happen?  Because the guest didn't read the terms, including the non-refundable ones, expect a refund and can't get one.  BDC do nothing to help.  They won't even allow you to emphasise things in the general description.  If a guest books a room with a shared bathroom described in the offer, then any complaint about having to share a bathroom should be enough to get their review deleted!  A contract is a contract, both ways.  I'm sickened by what we have endured from guests this season.  Frankly, these are British tourists behaving as badly as they do when they are overseas on holiday.  We just don't normally have to tolerate them.

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Isle of Wight … 5 months ago

I'm sorry to hear that you've been affected by this too. Everyone can suffer from bad guests. And quite frankly, it's disgusting that Booking.com allow guests to try blackmailing us.

After a string of good reviews (mostly 9s and 10s), the guest threatened to post a bad review if we didn't give her money. We won't give in to blackmail. She posted her 1/10 review. BDC have allowed it, thereby supporting blackmailers.

 

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Skyline10 5 months ago

Here's one.  This is a guest who has NEVER EVEN BEEN HERE, but posted terrible stuff on Tripadvisor and Facebook.  This is a message he sent me on the Booking.com extranet:

"Tue 17 Aug 17:39

All I have done is leave genuine reviews of the way I was treated on review sites. Which the hotel opened its self up too. When it put itself on these sites. The hotel owners have been rude from the start. Ok I will compromise I'll take the reviews away for £110. Chris Hawes".

Tripadvisor took weeks to remove his review, but did it in the end.  He says that if you appear on Tripadvisor you are fair game for extortion!

It's time for Booking.com to step up to the plate.  Any booker who does this kind of thing should be barred from Booking.com and have their account closed permanently.  Any guest who leaves a review complaining about a feature of their reservation that was described in the advert should have their review deleted upon the request of the host.  Guests must accept responsibility for their own actions, and not be allowed to tell lies.

Think about it: If a competitor wants to hurt you, all they have to do is go through Tripadvisor to book, cancel before paying, then go back to Tripadvisor and attack you!  They could do it any number of times and, if they are crafty about what they say, Tripadvisor won't find a reason to remove it!