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Reviews on guests

Hi, all don't know what happened but I was unable to get onto the forum for a while.

Hope you all are well. Missed everybody's input.

Just a question how about Booking.com have a Review guests program? I feel this could keep guests on their best behavior as well. It could be a positive program, I feel. Looking forward to your input xx


7
Isle of Wight …

Most guests are good - a handful are bad. That'll be mostly the same for most of us.

We can review guests on AirBnB - not sure how useful that is though, as most of my AirBnB bookings appear to be from first-time AirBnB users. I wonder if they just register again each time they book?

Booking.com seems a bit different - there is the Genius programme, and for guests to be in that, they need to make a certain number of bookings. There is the Report Guest Misconduct link, so I guess if anyone is "bad", they might not get into the Genius programme - does anyone know?? Of course, there are a lot of booking systems, so if Booking.com guests have been bad, they could easily book somewhere via TripAdvisor or AirBnB next time instead. I expect it will take a long time for guests to build up a history of bad behaviour and get banned from bookings via certain sites.

One day, I expect there will be a universal "review" system where owners / hosts can share information about "bad" guests, regardless of which booking system they use, although no chance while we have "civil liberties" and "data protection" ....

A damage deposit is good though - it's a financial incentive to look after the property and behave themselves. I've never needed to claim on damage deposit, and I've found that everyone paying a damage deposit (through all OTAs) has looked after the property. The only time a property has been trashed was a booking with Booking.com where Booking.com was refusing to let us take damage deposits online / by bank transfer .....

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Katerinka12

Hi Moira,

Great to see you again! I also wasn't able to log in for awhile.

You know, I did professional photoshoot and posted a topic about it. As you suggested, I bought the nice plant, and I was hoping to have oasis in the busy city, etc :) But it died, could not handle the climate and being out of the sunlight.

7
Katerinka12

There is a Strategy that Booking uses and mostly it's against Airbnb. For that reason they don't improve the Review system.

The game of Booking is like this: I am the guest, I am VIP. Treat me as royal guest and I expect 10 stars hotel from you and I don't know who is the host:)

The game of Airbnb is like this: Let's put nice reviews for everyone, let's not say the truth. Because everyone is scared to leave the bad review. 

So, both systems are not Fair. 

And as additional bonus Booking proposes bad reviews in exchange for higher income for the host. Also relationship between the host and the guest is  distant, it might be a benefit for some people that don't like to be close. 

Booking was ahead of Airbnb last year. But this year Airbnb is taking over, though you should consider what site is more popular in your country.

And do you know the case of Italian guy, who made his living for selling his reviews on TripAdvisor? Even now we have a 5 star hotel in my area, that has many fake reviews on TripAdvisor and... 1(!) on Booking... 

1
XANTHI VERROIOU

Trip Advisor is the worst plarform ever because anyone has the right to review even if they have never been guests of a specific place (residence, restaurant etc). 

I am outraged with booking.com now though. I could see this coming from day1 when I became a host but didnt know when it was gonna happen, and stopped thinking about it, in good faith..

The guarantee system is weak and ineffective 1.How indiscreet is to ask for the guarantee money from the guest on arrival, let alone that non of them  reads this rule and they behave as if they didn't know about it? 2. How silly it is from booking.com to expect hosts to make a total thorough check over of their apartments while at the same time the guests are in a hurry to leave (if you get there earlier they haven't packed yet and they are not ready to leave the apt.). Then you are expected to charge the guest for a damage or loss while having to find out how much the damage or loss would cost by check out? Seriously? This is ridiculous.

I went to see my respected guests by check out time as we had arranged, they had not packed yet, I inspected the house quickly while they were still cleaning some stuff and I returned them their guarantee money to get out of their way and let them finish their packing. only to return after 1 hour to find a precious handmade decorative piece of art missing (which was there 1 hour earlier)! I exchanged messages on whatsup which the guests answered when they were already in their country, and they didn't know what I was talking about, till I sent them a picture already uploaded on booking.com which showed exactly of which item I was talking about. I kindly asked them to search in case it got mixed up with their stuff (that was the only polite way I could put it ) and insisted that if it was found I would take the charge of the courier as long as they could send it back to me, and end the matter there....Or, (i asked them )to tell me where they might think they have put it....But...after 10 exchange messages where they would 'gladly' accept they would search and everything, they suggested it must be still there somewhere misplaced and  that Iwould find it...mind, I am the only person dealing or cleaning or entering the apartment, no one can enter apart from me or the guests...and had turn the apartment upside down, it is not a huge place. 

So these guests, perfect and clean in any other way, took advantage of the last minutes after getting their money back to steal me as soon as I had turned my back. They gave me a 10 point review (rushed to shut me up as well), not that I didn't deserve it, but I still want to warn other hosts that they should BEWARE of these KIND AND SPOTLESS people who could remove anything from your apt and then make you tink you are crazy! I still want to write back a reply to their review and thank them for their tidiness and good words but not for their long hands. I am not taking the blame why I have some exceptional items in my place, i dont want it to look that anything else. I want them to clearly be reported for stealing, because they could steal whatever it appeals to them anyway. They happened to like that thing. I can never get it replace or get my money back for it anyway. Sorry for the long text.

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M Adamopoulou

Hi Xanthi,

Very sorry to hear about this awful situation you have experienced!!!

 

Having exceptional pieces of art is highly appreciated by guests and makes them feel more welcome but some are not respectful…

 

I think you should report them as a misconduct…

 

Wish you only loyal  guests!!!

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XANTHI VERROIOU

Thanks so much for your support, Maria! (I suppose M stands for Maria?)

I've been trying to make my property stand out and I don't like decoration that looks almost identical between short term rental apartments....I've learned my lesson now, and I'll minimise exclusive decoration or works of art that can not be easily replaced....But still, I believe these type of guests should not be getting away with such actions!

Lots of greetings from Heraklion, Crete,

I hope we all have a great summer season in the end!

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Moira

Hi, Katerinka good to have u back too. shame sorry to hear about the plants. somehow mine is just growing like crazy xxxx

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Moira

As far as the reviews go I get most my bookings from b.com. For some reason, in the last month, I only received 10 scores on all bookings but then I must admit all but one client was awesome. The bad client cost me over R820.00 damage but scored me 10. I had no choice but to red flag them. So in SA in my area, b.com is doing better on filling my rooms xxx

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M Adamopoulou

Hi! Katerinka12 and thanks for informing us about the Italian guy....I personally didn’t know that but I am sure many hotels, restaurants etc. have fake reviews. The review system  in general needs to be improved...

Moira!!! nice to have you back....

Wish you have only nice and polite guests with no damages.

Have a nice weekend!!!

 

 

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Moira

Morning dearest M XXX Glad to be back. A blessed day to yall xx

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M Adamopoulou

Hi! Moira 

Hope all our beloved partners start participating in this new Partner Community that has so many new features to be discovered. For me it’s not the right timing since high season has started here in Greece and we are enjoying the company of our friends day and night.   

Wish you all the best.

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Katerinka12

"nice and polite guests with no damages."

 

I can't stop laughing. Very well said ?

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Moira

AFTER RECEIVING 10 FOR CLEANLINESS 95% OF THE TIME I GET A GUEST THAT LEAVES ME A 5. THIS IS AFTER A PROFESSIONAL TEAM CLEANED AND I DOUBLE CHECKED MYSELF AS ALLWAYS. HE LEAVES ME WITH THIS.................AND I REPORTED HIM TO BOOKING.COM WHEN HE LEFT WITH PICTURES AS PROOF......NOW I HAVE BEEN TRYING FOR DAYS TO SPEAK TO BOOKING.COM NO JOY. JUST AN EMAIL  AND THEN ANOTHER EMAIL TELLING ME YOU HAVE A LOW SCORE AND THIS IS IMPACTING YOUR SCORE AND AND AND  HOW DOES ONE GET A MANAGER TO TALK TO

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XANTHI VERROIOU

Hi, Moira! Well, it's clear that the 'booking.com' system isn't working, and as long there is no protection of a property , or the owner is not backed and supported but is regarded as the last element in the business , that just wont do. Using 'partners' ( I laugh here) only for generating money having no other importance is the mentality of a pimp. No, that won't do. And Airbnb, has no fake reviews with a pat in the shoulder'. Some might publish a problem underrated, but they will still publish it. All you have to do is read reviews of people. Plenty of them are more straightforward and hard than I would expect. There's ways to discover those banned from Airbnb and appearing with different names, too. And you ALWAYS get to speak with a person in charge in case of a problem. I have been there and the situation went under control EACH AND EVERY time! So please, no comparison. 

Until we stop giving 'booking.com' a pat on the shoulder because we need the money and behave as they want us to (don't wanna say the word), and unless we start to exit the platform, in large numbers,  which will be my reality if something doesn't really change for the owners or administrators, none of them wouldn't care less about solving these problems! Unfortunately, that's the fact.

 

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M Adamopoulou

Hi Moira, nice to hear from you….

I am so sorry to hear that!!!

This is awful that a single review can affect your review score…and business…. after all the hard work you have done!!!!

 

Hope you can find the right person to help you on this….

 

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Moira

Hi M Thankyou xxx my very next review I got from people before his review was done is once again 10. Very disappointed in booking.com not investigating after I send the proof of all the damage wish I could send you the pics you will not believe it x

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M Adamopoulou

Hi Moira!

Very sad that guests didn’t respect your accommodation…

Just think it as a bad day….and move on to receiving your next respectful guest…

 

It is very disappointing that BDC doesn’t take any further actions….maybe you should keep on insisting that your business  reputation has been badly effected!!!

 

Wish you all the best?