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"... the ratings will no longer be used to calculate your overall review score .... Having this independently chosen score is in keeping with industry best practices"
AirBnB use the ratings of cleanliness, location etc to calculate an overall score, in a very similar way to the system that BDC is moving away from
TripAdvisor appears to use a 1/2/3/4/5 system, which appears to be more like what BDC are moving to
Which of AirBnB / TripAdvisor review systems is considered "industry best practices"?
In Property > Your Profile, you can add your own text about the property. This is not shown as the default text so guests may not see it unless they click something to view more details.
Unfortunately, there's little or nothing we can do about nonsense, rude or false reviews. We're all going to get them one day, because that's what some people do. Some people will buy 2 lottery tickets, win the jackpot, then complain that the second ticket won nothing.
If you can't turn a review into a marketing opportunity, ignore it. It'll soon get buried by good reviews. The occasional bad review tends to stand out as "grumpy customer" rather than "poor accommodation and poor service".
I just had a "Message from Booking.com" .... looked at it on Pulse and we can't reply to it either .... so no way whatsoever to message BDC from Pulse ...
In More, there is Help and in there, if you scroll down a vey long way, there is Feedback, Technical Support and contacting us. Click on that and it opens 2 options. Click either one and scroll down to an FAQ for How do I contact Booking.com. Click on that then scroll down to Send a note. It says you can send a message from your Extranet Inbox (which, if you're in the app, you can't do), or "send a note via the Pulse app under the 'More' tab" .... which takes us back to the beginning ......... round and round in circles ....
If you have used Payments by Booking.com and have set it to Non-refundable, then you get the money whether they show up or not
If you have not done this, you lose.
As above, Booking.com do not collect the damage deposit for you. You will need to have given him your bank details for him to pay the damage deposit. Are those your bank details shown in the photos? Is there a record in your bank account of his payment?
As pibomarco says, if you didn't send them your bank details, they haven't paid it, so nothing to return to them.