Same situation. For the last 3 years I've been getting a mark of 10 because I do everything possible to offer quality accommodation and a warm welcome. As you say, we pay a high commission (the client pays nothing!) but we are not allowed to set our conditions for comments. I recently had a client who heavily damaged furniture and linen: New mattress (3 years old) burned - All bed linen was found burned with wax (candle) and cigarette holes. Wardrobe door dislodged, burnt pan, new bathroom linen stolen (carpet + towel), big bottle of hydroalcoholic gel stolen ... Many other items have disappeared. NEVER before I had such a problem (deterioration and theft of articles) The fact that the client did not observe the conditions of the accommodation (non smoking apartment) should have prohibited access to the comments to this client. I have sent all the pictures to BOOKING and many exchanges with them - Nothing to do!
Same situation. For the last 3 years I've been getting a mark of 10 because I do everything possible to offer quality accommodation and a warm welcome. As you say, we pay a high commission (the client pays nothing!) but we are not allowed to set our conditions for comments. I recently had a client who heavily damaged furniture and linen: New mattress (3 years old) burned - All bed linen was found burned with wax (candle) and cigarette holes. Wardrobe door dislodged, burnt pan, new bathroom linen stolen (carpet + towel), big bottle of hydroalcoholic gel stolen ... Many other items have disappeared. NEVER before I had such a problem (deterioration and theft of articles) The fact that the client did not observe the conditions of the accommodation (non smoking apartment) should have prohibited access to the comments to this client. I have sent all the pictures to BOOKING and many exchanges with them - Nothing to do!