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Fluff, you are absolutely spot on. The system you describe is exactly what should have been provided. Logical, simple and would work perfectly. Minimal confusion for guests and fairer for us too.
Thank you Ilaria, that is good news. To update you, Booking.com contacted the guest and suggested that they amend the overall score. They did - to a 7. This is good, but the overall score should have been 8.75 as that was the average of the categories, so we are still compromised by this new system. It is simply not fair on the hosts and leave the whole system open to confusion/abuse. Equally, not all hosts are getting the new system at the same time, so it is unfair that some hosts are subject to the new system and not others. This is not a level playing field! We would be really grateful if you could keep up the pressure on the relevant team to sort this out.
We have just had our first review on the new system - 3 x 10 and 3 x 7.5 on the categories. Overall score - 5!! On the old system this would be 8.75 average but now all we get is a 5. The booking.com information on the new review system says that they will work to resolve inconsistencies, but having just checked up on this, all they will do is send a message to the guest to suggest that they re-do the review and only if we ask in each individual case. This doesn't help us at all. The guest could refuse, or not get around to it and we are left sitting with a really low score on our reviews.
I should add that the negative comments on the review were 'we thought it was a hotel so we had to go out to eat again'. We are a clearly listed as a B&B, but apparently we are to blame because the guest didn't read the listing. The opening sentence on our listing declares the distance we are from the centre of the city, but it is a daily event that a guest arrives here saying 'we didn't realise you weren't in the city centre'!!
Please booking.com, recognise that if a guest can't be bothered to read what they are booking, the chances are fairly high that they won't read carefully what they are scoring either!! And our livelihoods and reputations depend on this!
Please, please, please revert back to the old system, or at the very least, leave in the option to score 1-10 on the categories but take the average as a score. This system is just not fair at all.
I completely and utterly feel your pain.... been through something very, very similar this week. Phonecalls and 3 messages and I'm getting the exact same quality of responses to a different issue. I have to say 90% of the time when you ring you get helpful and friendly people that resolve your issues - provided it's a straightforward common question! When you call/message to report a technical glitch on their system (in our case, all our automatic responses to check in times had been changed) and you get a full range of incompetent responses....
'it wasn't us, you did it' - no I didn't and I'm not the only property experiencing this problem
'the templates have been changed now' - yes, they have, I did that AFTER I found you had set them up wrong -
'yes, I see the templates have changed, we've changed them back for you' -
NOOOOOOO... I told you already that I did that to correct your error and now I have to go back and change them back again!!
I get to the point where I have a choice.... self combust or walk away and have a large G&T. I have come to the conclusion that unless you are calling to sort out a simple issue with a guest, then you are just banging your head on a brick wall or ending up as an alcoholic... ;-)