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We have had the same email and this was related to our rates on different websites. we made sure all the rates were the same but when we go on the BDC extranet and check, it still says that there are sites getting lower rates. When we go to the said websites the rate is the same and it is those sites ploy to display a lower rate then when a person books, it ends up as the rate we put up e.g one site shows the rate as $80 yet we have put the rate at $85, guest clicks on the offer and it shows up as $85. the main culprit is TripAdvisor As you can seem above this is causing headaches for us and our rating is low because of this. Also BDC shows its Genius booker rate and not the actual rate and this is also problematic for us as other websites complain about this. There is really no way to balance this.
I once wanted to have a quirky welcome letter but realised the strict business travellers might misconstrue it or assume the hotel is too lackadaisical but it does give it a personality though
Another thing is that, some guests assume a review is a highlight of bad things and not a review of the whole experience. Some will look at the negatives only and that could also be as a result of the review options that BDC has up
Reviews on BDC are usually how most small players get guests. Thing is some people have a bad experience from the time they arrive in a country and that spoils their mood for the rest of the stay and will likely give a bad review regardless of good service. once a review is up we have no recourse with regards false or malicious claims in reviews so best solution is to politely reply. Most of the time it is one bad review in 20 reviews and the reviews after are usually positive so any guest reading reviews would recognise that it was just a once off issue.
We do not have smart TVs but have satellite tv decoders with a lot of channels. I think it is a bit tricky using an establishment's Netflix account. Also you could be opening up your establishment to security vulnerabilities with a smart tv running android software