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Hi @sergei thanks for looking after the community rules.
However, what information do you bring to this thread, pertaining any updates, changes on the feedback of this thread?
My account manager in Booking.com responded to me that unfortunately they cannot help. Would it help you at Booking.com, if we gave you a little bit of taste of your own medicine? Look to your reply.
What mobile device what your friend on? In hope maybe a community manager reads this....
I am done with feedbacks to Booking on this matter.
Instead, I have contacted on 2 specific cases the Review team, who looks after the ranking and the wording audit.
I asked them specifically to audit my 2 cases as want to set a precedent (many in the thread could do the same as I believe have a precedent) to claim reviews are not consistent.
Booking.com will have to prove that the review is indeed consistent. If they cannot, they should need to set the ranking correct.
1-10 scale with no underpinning description provides little justification or what can or cannot be interpreted as consistent review.
I am hoping the increased workflow on the manual audit review side of things may speed up the change, which I am hoping will take place. If not - then voila, another OTA, as many above have mentioned.
UPDATE 23rd February 2020.
Got a reply from my account manager in Booking.com. She asked the review team to manually audit my 2 cases and respond whether or not they agree reviews are inconsistent.
Booking.com just avoided to comment or provide any concrete reply to my enquiry., saying "we cannot help".
Someone needs to give Booking.com the taste of their own medicine, as I am starting to believe they intend to leave matters as they are.
What is interesting is that in the end, the customer sees only what he gave (1-10) alongside his icon as a minimum information. This provides ampt opportunities to just leave no feedback, post anonymously (like my guest did) and get away with it.
So I told him about the fact that all other rankings he just responded to do not matter anymore, and that this is the business impact ranking onward. He was very shocked and made him feel less prone to believe in reviews on properties in the future, as he as well understood, that anyone can do anything, can get away with it, and reviews may not be accurate, hence he may get to a booking that is far from the reality, as what the system encourages as is.
My customer went through this with me and he could not see the naming under each smiley to "measure correctly" and also he said the view might be skewed, depending on what mobile one uses. Goes in line with your guests . His was Samsung S10+
Good insight. Can you please provide a screenshot?