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I raised this concern with Booking.com earlier this week. An Anonymous Review does not provide constructive criticism to Hoteliers, it's just a worthless number that we are held accountable to. We aren't able to see when the anonymous Guest stayed so I can't tell which staff were working and need further training, we can't tell where they stayed so I don't know which room or area needs addressing, we don't have any information provided to grow and learn and adapt from the review, yet the review is there and we have to take note of it.
I agree with Anton, it is much easier and quicker to phone Booking.com than to send emails back and forth, they have some of the best customer service staff I have ever had the pleasure of dealing with, and are available 24/7.