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I have had several problem guests giving false reviews,stealing things, behaving badly. It is quite easy to look them up on Facebook. Have been tempted to contact them but didn't bother. I just felt better knowing I could if I wanted. The internet can be a dangerous thing.
I had a guest saying I had tried to take their money dishonestly and I had a contract signed by them saying otherwise. Booking.com does not care. They are only interested in large hotels with many rooms.
I think overall booking.com is getting worse and worse. Crazy review system, computer glitches. servers always cutting out, even worse customer service, late invoices with no explanations, the new extranet reservations system is overly complex and doesn't seem to work properly. Could go on and on. There lack of interest is shown that I guess no one from booking.com has even read this thread as there are no comments from their team.
Thanks for your reply. I do not use a channel manager but I am opening a new premises next year so maybe I should. Last season( I am only open for 6 months a year) I had booking.com and an affiliate Agoda listing and it worked out ok but this year without the affiliate listing I feel I am missing out. I was going to join Agoda initially but the process was so ridiculous I gave up. Will check it out though thanks. I would prefer that booking.com did try to sort out the listing but obviously they don't care. I should try ringing again though as it has been a long time since he said he'd ring back. Is hard because busy with high season.
Unfortunately that is not true. As is written on the link you quoted " Exception: if you see incorrect information on the Agoda or Priceline websites, you can contact us directly. ". Naturally I have done this but the only reply I would get was " We have sent your query to an expert and they will get back to you in a few days." Booking.com claims they will help with false information on affiliate listings but they will not do anything. Pretty bad behaviour that an international company like Booking.com claims they will provide a service and take thousands of dollars from me a year in commission and not provide what they promise. Obviously they do not care about smaller operations.
Hi. Thanks for all the comments. Have replied to the review and written to booking.com.
Hi. I have already replied to the review but am more interested in the role of booking.com than the behaviour of the guest. I still question though" Is it ethical for booking.com to allow illegal behaviour on their site?" Anywhere else on the world a company cannot be held responsible for the actions of their clients but in Thailand they can. I have no intention of waging any legal battles but do believe the review system is completely flawed.
Thanks Katerina. I don't usually worry about reviews because operate at 100% occupancy for our 6 month season but in this case he said I was deliberately dishonest. I am surprised that booking.com allows a personal attack on the honesty of a host with no evidence at all. It is one thing saying my rooms aren't great but another saying I am a thief in writing. My post was really about the role of booking.com. The law does says that, not only is the person who writes defaming comments accountable for them – but so is any website, webmaster or anyone else considered an “intermediary” of the information who does nothing to report it or remove it. It does put booking.com in the situation where they are assisting and aiding in an illegal act.