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Fluff the things get really weird with this review. The guest deleted his review and requested a new review form but booking.com refused to send it to him. He called me when he found the wallet and felt really bad for improper review. His brother was at the same time at our Hotel. And they both have had a good time. His brother gave us a perfect review rate and then the guest found out that he is missing his wallet. The guest even had a huge problem with booking.com team to delete his own review. He sends them three e-mails requesting a new review form. Review stayed on booking.com review page 48 hours after the guest requested to replace or delete the review. I could understand somehow the guest, he desperately tried to find his wallet with a lot of money. He even carefully used the wording in the review. He did not write steal but he wrote that I "owner of the hotel has refused to return the wallet that the guest clearly left in the hotel room". It would be the same if he wrote: "John the owner of the hotel was looking suspiciously to my three years old daughter". So I could write the answer "I did not look in a bad way to his daughter. But what would booking.com customers think about my hotel and me? As I said I was writing twice to booking.com requesting to delete the review or at least black out my name and position in the hotel. But booking.com team refused to do it because the review is not against booking.com Review Rules. And Review Rules are:
Comments are removed only if they go against our policies, namely:
• Contain profanity, sexually explicit or violent content, hate speech, discrimination, or threats
• Mention full names (first + last name), or include personal attacks relating to named personnel
• Promote illegal activities (e.g. drugs, prostitution)
• Contain content that is exclusively about a competitor and/or Booking.com, with no relation to travel
• Mention websites by name, include emails and/or addresses, phone numbers, credit card details
• Contain politically sensitive content
So it is OK for everyone to call you criminal as long as the full name is mentioned. So the John the owner of the Hotel is not personal information and booking .com refused to black it for 7 days. I called booking.com team twice but they refused to delete my information connected with the awful crime. The second time I requested to talk with booking.com manager and she told me that in her opinion the review department should blackout my personal information but she is not in that department. She advised me to reply to the review. After this call, my personal information stayed on the website connected with the crime. I could not understand why we are not protected as partners by booking.com. My review rating is great and I do not worry about it. I am concerned with booking.com review rules. The guests could throw a shadow on my name and the name of my Hotel without any proof, we could be blamed for stealing, beating, attacking, and any other misconduct. If I have not called booking.com they would not even check the facts mentioned in the review. Even more, they refused to protect my name and the name of the hotel when I called. At the and I have lost a big part of income this week because of this review. I lost my good name in the local community and I have lost a couple of contracts with tourist companies. And it happened to us after 5 years of partnership with booking.com. Thank you booking.com team for all.