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guest review

I recent guest gave us a very poor rating.  Scores from 5 to 7.5 for the various items, yet Booking.com did a calculation and made the score 4! thus negatively effecting my rating. How on earth does Booking. com come to such a figure? Nor did the system give me an opportunity to provide feedback on the guests unreasonable behavior nor did the guest spell out his low rating rationale.


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Fluff (new account) 2 months ago

The final score is not an average of the various items. It is a totally separate score entered by the guest, reflecting their overall impression.

Now you need to go through their ratings and see how much is fair comment, then improve on it. If you do see things that are possible to improve on, you should reply to the guest apologising for their poor experience and state that steps have been taken to improve/rectify. This will look good to future browsers considering your property. (turning a negative into a positive)

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Millicent Jans… 2 months ago

There is 3 sides to all stories : my side, your side and the truth.

Only with a private email to the guest did the truth come out. NO water. The Kestell town experiences regular municipal water supply and electricity supply problems. All the guest had to do is report the matter to my BnB manager who then switch on the electric pump so that water from the emergency reservoir can be connected. The client was under the impression it is poor plumbing. The client has since undertaken to contact Booking.com asking for a link so that his overall impression of 4 can be made higher now that he understood that the no water issue was a municipality issue affecting the entire town and that I did have contingency measures in place. What I find unacceptable is that a client can give a very low overall rating and then not detail his complaint so that I could respond.  Assume the client gave an absurd rating of 2 and provide NO reason for it yet the Booking.com system publishes this low rating, reduce my overall rating WITHOUT the establishment havening an opportunity to respond. Booking.com has access to the  correspondence between myself and this client and can view the client's response.  Booking.com need to review their policy and procedures in line with AirBnB where the service provider ALSO rates the quests. Also when a guest gives a very low rating, this should only be published IF the quests provide information why the over all rating does not tie up with the average rating so that the service provider can provide freed back why the rating is incorrect as I have successfully done in this instance and am awaiting the client to contact Booking.com and alter the low rating to a more appropriate value.

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Fluff (new account) 2 months ago

It's good you took the trouble to find out why the review was low.

May I suggest you have some kind of notice for new guests to the effect of "If you find you no longer have a water supply, please etc....."

Better still, fit an automated system to switch the pump on when the city water is cut off. Depending on your system this can be quite simple, maybe as basic as two switches in the same line to the pump. Switch One would be of a level-float type, placed in your tank so that it switches on when the water is too low. This could then lead to switch Two that would switch on when there is no flow in the city water supply pipe to your property. Thus, when both switches are on your pump would come on and do its job.