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I agree with you Mikhaylovan82, sometimes the ratings are very confusing. I think you must concentrate on your overall score and accept that everybody is different. It is very hard for people to give anyone full marks for everything. I get the same thing with the "Location" score. Everybody can see where I am before they book ... located in the middle of the town, with busy traffic and sometimes lots of pedestrians, I'm not on a farm or a beach or in the mountains, and it is obvious from my pictures, and yet I get 10 for everything and 7.5 for location :-/
Yes, I have also experienced confusion around payment. Sometimes guests think they have paid by credit card, but they haven't and it is a bit embarrassing. I usually print the guest record sheet from the extranet to show as proof. I had some guests who paid for their stay directly to Booking.com, well in advance of their trip. It was a full month stay, and so it represented quite a bit of money. Receiving the payout from Booking.com in the middle of the month after they left (they left in January and I was paid in February) was very hard on my cash flow. I have since then been trying to get guests to pay directly into my account instead, and am still working out if I can use PayPal to support this. While I do have card facilities, they demand that the card and the cardholder be present when I process a transaction. so virtual credit cards are useless to me.