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I've never managed to get reviews removed even when someone openly defames you. The OTA's and review websites like Trip Advisor etc. don't dedicate someone specific to examine reviews because they think it doesn't produce revenue for them. Little do they realize that the more false and damaging reviews they leave published on their websites the more they penalise the property and inevitably themselves in the long run.
I suggest you try and explain what happened as diplomatically as possible and then use the opportunity to highlight the good points about your property. Get some advertising with your reply. People read bad reviews and if you can turn it around you will win.
Don't worry about your reply not being accepted because some websites say you are not supposed to advertise your property in your reply as I said previously unfortunately most OTA's and review websites don't dedicate much time to reviews.
There's nothing to debate. It's what booking.com states clearly on their extrnet. Your contract with booking.com, which is what I assume you are refering to, has nothing to do with the risk free feature. It's a feature only availble in certain countries and only to certain properties that booking.com makes it availble to as an option.
You now mention Norway's law on marketing. What has that got to do with the consumer protection act in Europe ?
Just be clear when you make posts. Quoting rash statements out of the blue as a feeble attempt to scare readers does nothing but confuse readers. If you are attempting to give legal advice quote the law and te specific acts to back it up.
Sorry but that is not correct the risk free feature offered by booking.com is for non refundable policies and flexible condition policies. You can also read it for yourself if you go to your policies section of your extranet. I quote from booking.com's extranet description of this option on one's extranet:
Regarding "Non refundable reservations" that you say are forbidden by the consumer protection act actually specifies that:
"Consumers can cancel a booking of any kind and get a refund of what they’ve paid, minus a “reasonable” cancellation fee.Given that “reasonable” is open to interpretation, the supplier should spell out their policy to whoever is paying – in writing, in the form of a sliding scale of refunds, from 100% if the consumer cancels very soon after making the booking, to zero if they cancel at the last minute."
As you can see this leaves it very open and as long as the guest is informed clearly at the time of booking what the cancelation conditions are the contract between owner and guest is binding. The guest can still appeal to a court of law as to whether an owner's conditions of cancelation are "reasonable" but this would be a lengthy procedure for any judge to prove as it depends on many individual circumstances.
A good practice to adopt and add to one's cancelation conditions is that if a property owner manages to sell the cancelled room the cancel conditions will not be applied. Obviously an owner has to be honest in this case and actually refund the guest or credit them for another period. A guest will very likely book again for another period in this case.
This feature which booking.com offers to property owners for non refundable bookings is not clearly explained as it's not completely risk free as stated. Booking.com say the booking is guaranteed and risk free but one can only debit the virtual credit card 2 days before arrival and it's not visible until then. Booking.com also state that from the date that the credit card is visible the guest is responsible for payment not booking.com so the guests credit card details replace the VCC details on that date. If a property owner then debits the card 2 days before arrival and it does not go through for payment due to an invalid status the
it has to be marked as invalid and the property owner risks loosing out on a non refundable booking.
It really is better there not to opt for this feature as at least one can check credit cards for non refundable bookings at the time of the booking.
This really should be explained by booking.com more in detail as, as it stands it's really only risk free for booking.com and not the property owner