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Booking.com asks for feedback from accommodation owners but NEVER makes relevant changes and I totally agree with your comments. I feel that the Genius program gives Booking.com guests a sense of HUGE entitlement that you need to allow their rude and often obnoxious behaviour or the review score will be 5-6/10. I spent one year on Booking.com before applying to Expedia. Somehow the Expedia guests do not behave like Booking.com guests and I still do not know why? Airbnb guests have the right to review accommodation owners and they likewise. What a wonderful, fair, just system which stops bad behaviour and gives accommodation owners the rightful respect they deserve. KISS principles shouild be applied to Booking.com as their Marketing Team have always attempted to make the system as difficult as possible. Time for change so that we have a fairer system like Airbnb.
I have been advocating about Guest Reviews for two years as the Expedia guest reviews works well. KISS principle has not been applied by Booking.com and the more complex the system, the worse it will work! Using emoticons is not realistic as it depends on how the guest is feeling on that day. Guest reviews should be forthcoming so that there is a curbing of bad behaviour by guests. Currently the guest review system is one-sided and how is this fair? Airbnb rates accommodation owners and guests which works the best. Time for change.
Booking.com ignores feedback and does nothing to make changes for accommodation owners. Taking money upfront and scoring guests like Airbnb is the way to go. Accommodation owners all need to speak out and get these changes made as they are losing money with guests cancelling, abusing them and their properties.
The issue is not going away and unless there is communication by accommodation owners, nothing changes. Why not have the discussion open again?