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Dear Keith,We know the feeling we have been through the same and we just don't understand bookings.com.We read more and more complaints about the way they work and they will loose in the end a lot off people they work with.
We wish you all the best.
The exact same thing happen with us today,we are the owners off Hibiscus Beach Guest House Curacao and so far we had excellent reviews and are very happy with that.The two guest we are talking about are from Germany and they checked in the 15th off May and the reservation was until the 23th off May.From day one the problems started,the house is about 4 years old and they complained about the bathroom being too old (the bathroom is spacious and beautiful) so we told them we can not change the bathroom.We serve a la carte breakfast and the were vegans and we bought everything for them to have a good breakfast and I tell you that is not easy for vegans anyway that was not good enough for them,they stayed in their room every day and all day so it was difficult to clean it and also they didn't want strange people entering the room.So they brought food in their room and being in the tropics that attracts little animals and this morning they spotted a ant in the room and they were going crazy and wanted to leave straight away,they had still two days left and wanted 25% refund and they threatened us to leave a very very bad review by bookings.com.By that time we had enough and I asked them to leave then they started calling us all sort off names and I was a SCHWEIN and he raised his hand to hit me and almost lost control,I left the room to speak with my partner,10 minutes later the police was in front (can you believe it,I supposed too call the police for these idiots,and he told the police that I was threatened them and that they want a escort out off the Hotel because they were scared.
My question is how on earth can we protect our self against that sort off aliens and why bookings.com let these people to leave a review,we all ready spoke with bookings about what all happen and if they give the permission to leave a bad review,we thinking about to take our property off line by bookings.com.