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remember there is a team member by the name of Brook? she is sure reading all these input we are putting but why she is not responding? And as I had the feeling of this forum is that booking.com wants us to vent here and they dont care, so that they do not get any one of us to call them and bother them. So they dont give a dame to any of us hotelier and they are getting too big, because from us, we are making them big, its time to take action to demand what we need. Remember we are the one who make them their pay checks, if we are demanding then they will try to adjust their treatment to us. Not one of us, we have to do it all together.
This is the whole things, location and prices are listed there when the booking is made or when they are searching, of course, there is a difference when location and price. So many people tries to get the cheaper accommodation so they can get away with the fee or so , but when they realized they have to pay for the transportation, it adds up. So they complained about it after fact, and the fact the price and listing or location is there. They do not read and do enough investigation so they want to blamed the hotelier for the location? WHy dont they blamed they are being cheap ass guests and do not want to pay.
to write email or letter to customer service is a joke, it is never replied. They just decided who they reply to and whom they do not reply to.
Booking.com does not give a dame of anything, and it is exactly, why they have this partner forum, so we are hoteliers can deal with our own problem without calling their customer service. This is how lazy they have gotten to the point that they dont even want to resolve issues, and if they want to resolve the issue they should check the forum and see what people as asking for. For example, I saw a post with their employee who responds to this forum, and there was a listing as for if you were to post on this forum you needed to put photo, and all the information, so why cant they practice what they preach. Apparently she turn off for comments, so I am sure we know the reason why. Cause many of us would have gone there to question about the policy.
yup, booking.com need to start to understand it is us hoteliers who pays them not the guests!We all need to stand together to do something about it!
Totally agreed, we offer our coffee for free, comes with sugar, with milk, real milk not the creamer powder. So people are review coffee, and booking.com do tell you that you need to improve on the coffee, the fact that it is made with the proper portion, and of course it is not going to be like a Starbucks cup of coffee, but remember that you need to paid, but when it is as free and courtesy, you should not have rating it. The worst part, there are guests taking advantage of the situation, they took their large bowl and with their cereals, and pour the milk for their own use. The milk is for coffee, not for your own use with cereal. There are just bad guests, and even they drink so many cups of coffee, remember it is free, and then at the end of the day they still say it is not good coffee. Yes at large exp3nsive hotels they can afford to give expensive coffee, because you (guests) are paying for it, be of course guests never see that. Many of the guests over expecting, you know you are staying at the small property and it does not cost an arm or leg to be there. But dont have a 5,6,7 star expectation. I can expect a 5,6,7 star service, from a small property but not a whole decor or items offer. But most guests wants to find the cheapest place and expect to have a 5 star room for them. Please that need to be stop, what you pay is what you get. I myself and my husband travel around the world, and every country has different standard do not expect them to be like Canada or USA, or Europe, please remember the world does not revolve around these country only. They have their own culture and decor. Not that they are in a third world country they will get everything cheap, but yet to expect it to be the same standard as they have always had it.
All of no show we do it until the next morning, and it still gets bad reviews and I have to contact booking.com concerning on the status, and able to proof that the guest was no show and that is the only way they will remove it. Because it is their own fault they will remove otherwise the customer service will simply tells you they cannot remove.
With the anonymous review itself its a problem,k but I have encounter more even than that, there are guests who are a no show, and of course, they are being charged for a no show. And of course they are not happy so they went on to post a review, and booking.com actually let their review posted on the site, and when you have to contact their customer service, they says oh we will contact the review team and let them know that. So I guess the review team is not doing their job properly. And as for all the negative reviews and malicious reviews are from the guest point of view, that is what Booking.com customer service says, so they have a nothing to contribute of their stay, it has to do with their feeling and how they feel about their stay but nothing as to factual or the property. I am recently battling with booking.com with 2 reviews that is complete lied plus personal attack, when the guest never bother to interact with the staff but yet calling at the staff glared at her money, and she does not want to pay for her taxi ride to the bus, and our other guest paid for her portion of the ride, and there was a conversation in the car where she was along with the guest, and the conversation happens between my husband and the other guest, that he was asking how we are able to travel with such a demanding business that opens all year round, and my husband briefly discuss that we work really hard for 7-9 months and using the slower months where our staff takes are of the property and we go for vacation ( of course also for medical check up, due to I have had cancer treatment and I need to go back and forth to my hospital, but of course we would not have a need to disclose these information to our guests) and that conversation was not directly to her, yet she is able to make that conversation public by saying we are greedy owners because we boost that we travel to Taiwan, China. So she is the only how can and allow to travel? She was calling us as thieves, and none of such thing ever happened. This is consist of libel. and I have proof of that. Contacting booking.com numerous time to remove the reviews she had put, they insisted how she has the right to her feeling of her stay, but when she is accusing our staff and ourselves, this is a personal attack nothing has to do with her experienced of her stay. I had spoken to many of the customer service and their same responds, and even account manager, the respond is that you can reply, but the problem with reply, they will have a different standard for management reply, when it comes to guests it is their feeling and how they can express it, but when it comes to reply from the management, it is, you can not use certain language, but guests can do so. Double standard. booking.com is working for us, hotel management/owner, they are getting paid from us not the guests. they need to understand that. We understand we can not please everyone that comes through the door, but we can accept negative review and to improve on our shortage, but not to accept lied and accusation and assumption. The review has personal attack not truthful and factual of her stay. She was a miserable old lady that does not want to talk to anyone, I personally as the owner had greet her 4 times and she never respond to my greeting so I just stop, and figure she dont want to be bother. The last respond from review teams is that they do not know the truth and she states it and that is how it is. Maybe for those of us who been malicious slanders and defame, we can start to get together and get lawyer to represent us to make bookinig.com for a change. Hope we all get a solution to these bag reviews that are being done by bad/ malicious guests.