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We just received a poor review also from German guests who had arrived 3 hours early to check in without submitting a prior request to check in early and were angry when no one was there to greet/let them in. They proceeded to send 2 requests to check in early while sitting in our driveway but received an auto-response from booking.com "based on availability". When I realized what was going on, I messaged them on BDC that the suite was ready and they could go on in, but they had left and returned later. Too late, the tone was set and they were out to make us pay with a 5/10 score. There goes our hospitality award! The sad thing is, because they didn't comment, we can't even respond to their review. BDC definitely needs a guest review system!