We had sent a complaint of guest misconduct to booking.com the day the guest checked out July 8th. During the stay they used the hot tub during the early hours up to 5am being loud and going against house rules. Later that morning despite polite reminders messaged to the guest after the checkout time of 11am they were unresponsive. We knocked on the door at 12pm to politely let them know they were an hour past the check out time and they were verbally abusive and threatening towards my wife. They then proceeded to have showers and didn't leave the property until 1pm. They left the apartment in a complete mess so it took much longer to clean. We have consistent 10 star reviews, we ensure our guests are well looked after and enjoy their stay.
Yesterday July31st, they gave us terrible review with the lowest score for everything but didn't leave a comment which means we cannot reply to this review. Booking.com mediation team say that they didn't breach any guidelines with the review even though it is clearly a revenge review. They keep saying we should reply but this is not available to us. Has anyone else had this issue and if so how did you resolve it?
I would expect that if you report a guest for gross misconduct at the very least they should not be allowed to post a review for that booking. At no time did booking.com contact us to discuss the misconduct or what would result in our filing the complaint. What is the guest misconduct process? Do booking.com actually do anything to protect the hosts in these situations? I believe these people are very aggressive, disrespectful and I would not like to be on my own while dealing with them, and so they are a cause for concern for other hosts.
We had sent a complaint of guest misconduct to booking.com the day the guest checked out July 8th. During the stay they used the hot tub during the early hours up to 5am being loud and going against house rules. Later that morning despite polite reminders messaged to the guest after the checkout time of 11am they were unresponsive. We knocked on the door at 12pm to politely let them know they were an hour past the check out time and they were verbally abusive and threatening towards my wife. They then proceeded to have showers and didn't leave the property until 1pm. They left the apartment in a complete mess so it took much longer to clean. We have consistent 10 star reviews, we ensure our guests are well looked after and enjoy their stay. Yesterday July31st, they gave us terrible review with the lowest score for everything but didn't leave a comment which means we cannot reply to this review. Booking.com mediation team say that they didn't breach any guidelines with the review even though it is clearly a revenge review. They keep saying we should reply but this is not available to us. Has anyone else had this issue and if so how did you resolve it? I would expect that if you report a guest for gross misconduct at the very least they should not be allowed to post a review for that booking. At no time did booking.com contact us to discuss the misconduct or what would result in our filing the complaint. What is the guest misconduct process? Do booking.com actually do anything to protect the hosts in these situations? I believe these people are very aggressive, disrespectful and I would not like to be on my own while dealing with them, and so they are a cause for concern for other hosts.
We had sent a complaint of guest misconduct to booking.com the day the guest checked out.
Despite polite reminders messaged to the guest after the checkout time of 11am they were unresponsive. We knocked on the door at 12pm to politely let them know they were an hour past the check out time, they were still in bed and the boyfriend proceeded to verbally abuse my wife and threatened her. They then proceeded to have showers and didn't leave the property until 1pm. They left the apartment in a complete mess so it took much longer to clean. We have consistent 10 star reviews, we ensure our guests are well looked after and enjoy their stay.
I find it unacceptable considering that we reported this guest the day of check out to booking.com that they were allowed to post a review. Your moderation team are refusing to remove the review as it doesn't breach your terms, as they left no comment. We have been advised to reply to the review but we cannot do this due to the fact that they left no comment. This is not supporting us as your partner.
They threatened my wife when she simply knocked on the door an hour after the check out time. They were still in bed and said they'd leave when they wanted, we contemplated ringing the police to have them removed. We were courteous at all times, the apartment was spotless when they arrived and they used the hot tub a number of times during the night including at 4am breaking the cut off time for using it as per our rules.
Why should we report problem guests and misconduct if booking.com don't support us and allow them to post a revenge review?
This is purely a revenge review and I wish for you to look at this again. In every review we get nothing but superb ratings for cleanliness etc. It was my understanding that you were here to look at things to ensure fairness to all. I'm now asking you to look at this and compare it with other reviews for the property, it is totally out of line.
This guest's boyfriend is a danger to other hosts with his behaviour.
I asked the moderation team to escalate this but they have refused.
Just because they didn't leave a comment that goes against your policies is not supporting us, especially as we reported them immediately to booking.com. She marked us down on all fronts as revenge and your response to our request is not an acceptable way to handle this.
We had sent a complaint of guest misconduct to booking.com the day the guest checked out July 8th. During the stay they used the hot tub during the early hours up to 5am being loud and going against house rules. Later that morning despite polite reminders messaged to the guest after the checkout time of 11am they were unresponsive. We knocked on the door at 12pm to politely let them know they were an hour past the check out time and they were verbally abusive and threatening towards my wife. They then proceeded to have showers and didn't leave the property until 1pm. They left the apartment in a complete mess so it took much longer to clean. We have consistent 10 star reviews, we ensure our guests are well looked after and enjoy their stay.
Yesterday July31st, they gave us terrible review with the lowest score for everything but didn't leave a comment which means we cannot reply to this review. Booking.com mediation team say that they didn't breach any guidelines with the review even though it is clearly a revenge review. They keep saying we should reply but this is not available to us. Has anyone else had this issue and if so how did you resolve it?
I would expect that if you report a guest for gross misconduct at the very least they should not be allowed to post a review for that booking. At no time did booking.com contact us to discuss the misconduct or what would result in our filing the complaint. What is the guest misconduct process? Do booking.com actually do anything to protect the hosts in these situations? I believe these people are very aggressive, disrespectful and I would not like to be on my own while dealing with them, and so they are a cause for concern for other hosts.
We had sent a complaint of guest misconduct to booking.com the day the guest checked out July 8th. During the stay they used the hot tub during the early hours up to 5am being loud and going against house rules. Later that morning despite polite reminders messaged to the guest after the checkout time of 11am they were unresponsive. We knocked on the door at 12pm to politely let them know they were an hour past the check out time and they were verbally abusive and threatening towards my wife. They then proceeded to have showers and didn't leave the property until 1pm. They left the apartment in a complete mess so it took much longer to clean. We have consistent 10 star reviews, we ensure our guests are well looked after and enjoy their stay. Yesterday July31st, they gave us terrible review with the lowest score for everything but didn't leave a comment which means we cannot reply to this review. Booking.com mediation team say that they didn't breach any guidelines with the review even though it is clearly a revenge review. They keep saying we should reply but this is not available to us. Has anyone else had this issue and if so how did you resolve it? I would expect that if you report a guest for gross misconduct at the very least they should not be allowed to post a review for that booking. At no time did booking.com contact us to discuss the misconduct or what would result in our filing the complaint. What is the guest misconduct process? Do booking.com actually do anything to protect the hosts in these situations? I believe these people are very aggressive, disrespectful and I would not like to be on my own while dealing with them, and so they are a cause for concern for other hosts.
Regarding reservation 3834244924
We had sent a complaint of guest misconduct to booking.com the day the guest checked out.
Despite polite reminders messaged to the guest after the checkout time of 11am they were unresponsive. We knocked on the door at 12pm to politely let them know they were an hour past the check out time, they were still in bed and the boyfriend proceeded to verbally abuse my wife and threatened her. They then proceeded to have showers and didn't leave the property until 1pm. They left the apartment in a complete mess so it took much longer to clean. We have consistent 10 star reviews, we ensure our guests are well looked after and enjoy their stay.
I find it unacceptable considering that we reported this guest the day of check out to booking.com that they were allowed to post a review. Your moderation team are refusing to remove the review as it doesn't breach your terms, as they left no comment. We have been advised to reply to the review but we cannot do this due to the fact that they left no comment. This is not supporting us as your partner.
They threatened my wife when she simply knocked on the door an hour after the check out time. They were still in bed and said they'd leave when they wanted, we contemplated ringing the police to have them removed. We were courteous at all times, the apartment was spotless when they arrived and they used the hot tub a number of times during the night including at 4am breaking the cut off time for using it as per our rules.
Why should we report problem guests and misconduct if booking.com don't support us and allow them to post a revenge review?
This is purely a revenge review and I wish for you to look at this again. In every review we get nothing but superb ratings for cleanliness etc. It was my understanding that you were here to look at things to ensure fairness to all. I'm now asking you to look at this and compare it with other reviews for the property, it is totally out of line.
This guest's boyfriend is a danger to other hosts with his behaviour.
I asked the moderation team to escalate this but they have refused.
Just because they didn't leave a comment that goes against your policies is not supporting us, especially as we reported them immediately to booking.com. She marked us down on all fronts as revenge and your response to our request is not an acceptable way to handle this.
Thank you for your attention in this matter.