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guest mistakenly leaves low scores on review

our latest guest booked our property at the last minute due to a cancellation during our busiest week of the year (carnival in cadiz) prices during this week are typically 3 - 4 times the norm. however we had our normal rate for this room as we just wanted to fill the room. We are also located in the middle of the old town and have a fabulously equipped modern kitchen which the guess used extensively even though they stayed one night! They left us some very low scores for Location 5 value for money 5 facilities 5 . We were astounded so we contacted them for an explanation. They admitted they had made a mistake. they thought we were a hotel, they didnt know it was carnival and they didnt realise the bathroom and kitchen were shared (they had not read the description) They have since apologised and left a second anonymous review with all 10s. however their incorrect review is still there...how can we get it removed? 

4 Replies
56 Views

10
BrookAve

 

Please use the top 3 topics under Trending to add to the ongoing feed back, thanks

5 months ago
2
Ilkay Akgun

BArry sorry i dont understand your post?

5 months ago
10
M Adamopoulou

Hi! Ilkay,

Barry means that in the Partner Community under the Trending posts  there are 3 posts you should look at having to do with reviews.

Hope you find them.

5 months ago
B.
Community Admin

Dear Ilkay Akgun!  Thanks for posting in the Community!

 

It is not possible for guests to leave  two reviews for one reservations. So the anonymous review you received is probably from some other guest. 

 

The guest can delete the review right in their account. If they would like to change the review, they will need to contact our Customer Support team and we will resend them the review invitation.

 

Best regards!

+1
5 months ago