You can't message the guest after his review
After the guest leaves his review, Booking automatically blocks Booking messaging with him.
Booking recently started to do that without properly notifying us. That's why I opened this topic, so you will be informed about such situation.
So, what does it mean to us? If the guest uses fake name, fake telephone number and leaves the bad review (or good one), you can't contact him at all.
You can reply to his review, but you can't contact the guest to clarify what exactly he didn't like. Unless you already have his real contact details.
So, my suggestions are the following:
1) collect personal contact details
As much as you can, collect the real telephone number (email) of the guest. In this case, you can contact him at least if he left you bad review, damaged the property and other situations that require communication with the client directly.
We all know, that Booking doesn't help at all, if the client stole something or damaged the property. So, proper identification and real personal contact details can help you.
Please, keep in mind that even if you have the client's contact details, it does not mean the person will answer. Especially if he did something wrong. When Booking allowed communication through Booking messages, at least there was a small chance to see the reply as people think it's recorded, but now we don't have such "feature".
2) respond to bad review
Use this as opportunity to market yourself, promote and provide information for Next client. If the client is a ghost, who in the first place never wanted to communicate with the host, left fake number and blocked the communication with you (with help of Booking), then what's the sense to use Public response trying to solve matters with him?
I hope this information was helpful, especially for those who practice self check in and don't check identity of the guests.
When blocking your communication through Booking messaging system, Booking refers to Privacy Statement for Business Partners: