Hi Ian at Numurkah Self Contained Apartments, thank you for sharing. It is a great idea that our partners and employees meet to exchange ideas on guest reviews and the reviews system. I have forwarded this to our colleagues.
Hi Fluff (new account), thank you for flagging these. I've shared your feedback on the tags and email notifications that relate to the Community within our team.
I am adding this information here, too, so that all our partners are informed correctly on the personal information related policies in guest reviews.
As a partner, if you request the removal of a guest review's comments through our support teams specifically because they include personal information such as property staff name, our teams will consider removing the comments.
To inform everyone fully, it might be helpful to note that once the comments of a review are removed due to personal information, the score remains online, and the reply under those comments automatically disappear.
I don't have access to this specific reservation to check what exactly happened. Our customer service team is able to see the details and share the reasons.
Thank you for your kind message. There is indeed a policy change as regards to no shows and guest reviews.
If I understand well, this is the part of the policy that reflects that change "...someone who arrived but did not stay is not supposed to give only a bad score, we will remove that review. However if they arrived and did not stay but write an explanation about why they left, we keep the review".
When it comes to receiving a review which is for a wrong property, our teams check if it is 100% clear that the review is not meant for the property it is submitted for. Sometimes it is clear from the review itself as the guest mentions a different property name.
I hope that this information is a bit helpful. Have a great day, too.
Hi Ian at Numurkah Self Contained Apartments, thank you for sharing your feedback. Yes, I definitely share your ideas about the review system with our internal teams.
Hi Ian at Numurkah Self Contained Apartments, thank you for sharing. It is a great idea that our partners and employees meet to exchange ideas on guest reviews and the reviews system. I have forwarded this to our colleagues.
Hi Fluff (new account), thank you for flagging these. I've shared your feedback on the tags and email notifications that relate to the Community within our team.
Hi Milos Radovic,
I am adding this information here, too, so that all our partners are informed correctly on the personal information related policies in guest reviews.
As a partner, if you request the removal of a guest review's comments through our support teams specifically because they include personal information such as property staff name, our teams will consider removing the comments.
To inform everyone fully, it might be helpful to note that once the comments of a review are removed due to personal information, the score remains online, and the reply under those comments automatically disappear.
Kind regards
Hi Clare Haig,
Thank you for your kind message - I'm glad to read that the information was helpful.
I've made a note of the points you raised and I've shared them with our internal teams, as well.
Thank you for sharing your feedback and I wish you a nice day ahead.
Hi Fluff (new account),
I don't have access to this specific reservation to check what exactly happened. Our customer service team is able to see the details and share the reasons.
Thank you, BrookAve.
Dear Désirée van Schaick,
Thank you for your kind message. There is indeed a policy change as regards to no shows and guest reviews.
If I understand well, this is the part of the policy that reflects that change "...someone who arrived but did not stay is not supposed to give only a bad score, we will remove that review. However if they arrived and did not stay but write an explanation about why they left, we keep the review".
When it comes to receiving a review which is for a wrong property, our teams check if it is 100% clear that the review is not meant for the property it is submitted for. Sometimes it is clear from the review itself as the guest mentions a different property name.
I hope that this information is a bit helpful. Have a great day, too.
Hi Ian at Numurkah Self Contained Apartments, thank you for sharing your feedback. Yes, I definitely share your ideas about the review system with our internal teams.