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Too true, got enough work to do and pay enough commission to Booking.com to pay for proper help.
Yes, I read that too, didn’t quite understand it. I guess the guest is asked independently to put scores out of 10, separate to the individual scores. I suppose at worst it just looks bad, like the staff scored ‘0’ as there is no explanation to the viewer that there are no staff and if the guests leave no comments, you get no chance to respond and explain the scoring.