Hello everyone, this morning we received a guest review from someone who stayed Saturday night. Our reviews are always 10 and very occasionally a 9. She gave us an 8 and when I went in to check it had 7.5 for cleanliness and 7.5 for facilities. I messaged her asking how we could improve the cleanliness as we work hard to make our guests 100% satisfied. She told me that she gave the cleanliness and facilities 5 smiley faces which equates to a 10. I tried calling Booking.com and for some reason the phone number I have is now only for guests not hosts and I couldn't put in a booking number so I couldn't get through. I Feel this is totally unsatisfactory as this could be happening to many people.
Can anyone please help with a phone number. I am in NZ and the number I have used before is *** which is the USA our prefix is 09 but other countries will be different.
Your help as to what to do would be really appreciate. Many thanks Jenny