At Click. 2023 Miami, Sydney Stanback, a Senior Manager on...
At Booking.com, we are actively working to make it easier for...
What I really don't understand is, that we are not able to respond to some reviews here at Booking.com. Is it because the person knows, that his or her comment is inappropriate? That the shot goes backwards? We just had that type of story today. The lady stayed with us in March and seems to have a problem about cleanliness according to her review. She booked again through Booking.com and stayed with us again mid May. Today she complaints about everything in her review. Cleanliness, staff, name it as you want it. None of us changed, nothing in the house changed, we are clean like before, SummerlaneBB got even better..... and as she left there was nothing to say- except that she enjoyed her stay again. I even upgraded the couple into another room as a thank you for their return. I hadn't realized that she wrote a review in March. Otherwise I would definitely asked her what was the problem.Now I am asking myself: If a place is dirty out of my sight - why go back???.
It gets me really mad when I ask if everything is in order as they arrive or was in order as they depart and more mad because I can't reply. This should not be allowed from Booking.com. Anonymous is ok, as some are really shy (let's name it this way) but still we must get a chance to set things straight and write our point of view - positive or negative.
that sounds awful.... but not to answer is actually affecting your score on Booking.com, doesn't it?
As we are not able to write a review about our guests, for myself it is the only way to response, letting the our readers know, what was going on, my site of the story. But again, like I mentioned it in my previous comment, with tactic.
Good morning Captainsquarters21.....
that's exactly what I am doing too. Just lean back and instead of writing a response I actually feel like at that moment I think it over and - make the best out of it. Yes, it is strange but true - the negative once are more focused on and that's now a kind of marketing, to use the right tactic here.
Bad reviews are the unfairest I can think about and they are a story of themselves. It is easy to write them, no matter what's the long story afterwards and how it really affects the business. Even though I stayed at a BnB in Ladismith over the last weekend I really had all reasons to write a negative review to actually warn the readers - I just couldn't. I'd rather let the host know immediately or latest when I depart - wishing everybody would do that ;-(
Sunny greetings from SummerlaneBB in Wildernness, S.A.
I agree - the personal commitment is the most important impact .............to represent the establishment personally.
We are always here to welcome the guests. Showing the new guests around the house, asking them about their journey of the day, showing interest on their travel experiences. Most of our guests ask about our story, how we got here. The experiences we made ourselves during the 20 years living in South Africa.
Suggestions for making restaurants reservations for the evening (if not already done so during my previous e-mail conversation), probably organizing a shuttle. Maybe they'd like to do some adventure tour as it is still early in the afternoon.
Sometimes they are so stressed from driving hundreds of kilometers. We offer a fresh brewed cup of coffee or tea on arrival - probably a ice cold Savannah in summer. It is very important for us to make the guests feel comfortable, home away from home.
Yes, and of course all the little things in the rooms - water in the fridge, WiFi connection, fresh baked pastry, flowers, sparkling clean rooms, etc.etc are important, but still - for me, the personal welcome replaces nothing.
Very seldom that we have guests arriving, where we can feel that they keep a distance from the first moment and want to be for themselves.
Once we had a complaint in one at Booking.com's reviews - we would bee too friendly ... what a nice review actually ;-)
And, what is important as well: we are here, present 24/7. Yes, days can be terribly long, starting at 6 for preparing breakfast and then still be available at the reception often far after 20.00 ... not to mention the late arrivals.
For example: I prefer to knock at the guests door when their shuttle arrives, leading the guests to the parking area and wait until their shuttle departed.
The best sample for me is: what I expect when I am travelling.
You all have a lovely, successful weekend with lots of guests.
Greetings from Wilderness, South Africa
Shikwari Game Reserve.....and if you can believe it: using the white towels for polishing black shoes :-(
Room Poseidon's decoration..... easy, clear and welcoming.......
For me there's only one way to find out: waiting what happens after the 8th... at this stage it's just too difficult to say.
As we opened in October '18 it is a bit difficult to say, but I have the feeling that it is a political issue as well. I hear the voices from tourists from overseas planning their holidays for end 19 and 20 - they are worried as now ( but very little ) the media in Europe shows what's going on in SA at this stage. What a damage to our tourism industry for the upcoming season.
I think, it is not only the drought or the load shedding - things we can mostly work around at a BnB anyway. It is about safety.
But it got quiet so early this year. that's what I'm concerned about. O well, and of course the money is tight, everywhere. The flights got more expensive, the petrol is not really cheap anymore so travelling hundreds of kilometers is pricey and so on.
Well, like I said, it is our first year and we look back to an - unexpected - great and successful season And going into the winter season now, we know that it can be very very quiet - here August is also named the "suicide month". Not only for accommodation businesses. Sounds awful, doesn't it?
I look in my reservation system and it just reminds me, how often in all these years before, we had been worried about the upcoming main season: no bookings in sight, calendar is empty..... what is happening? And then - by the end of the season month's later we looked back and we had a very busy time again.
So I press thumbs for all.....