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Likewise, we have a small traditional house in The Netherlands with no TV but all the comforts. We have a review average of 9.2. Now, we also have a "Quality Rating" of 3/5 stars (likely due to our lack of TV and small size - a huge part of why guests enjoy our place!) But apparently we should be lucky to have a star rating because not everyone does.... I'm not impressed...
These are my only options :(
Oh actually, upon checking, I can see that this is still not an option for me so I guess it hasn't been rolled out for everyone yet :(
Wow! MikeEvans, thank you! I didn't know this option existed. Perhaps it is new? I have a property in the Netherlands and had some guests last year theat smoked inside and left the house smelling of marijuana. I contacted Booking.com to see if I could leave a complaint of their misconduct and their response was that I could report them to police. Smoking marijuana is not illegal in the Netherlands so this was not the appropriate response. I simply wanted to notify them so that perhaps this would be noted on their account so that future hosts would be aware that they are not respectful of house rules. This is good news that they seem to have changed this. :)
You can call Booking.com and they will help the guests to find an alternative and process the booking cancellation for you. You can find your local Booking.com phone number by clicking on the "inbox" tab and selecting "Booking.com messages". On the right column of the page, under "Need some help?", scroll down and the local support team contact number will be there. :)
Then always go through your calendar and make sure it is up to date and has your calendars synced to avoid the problem happening again :)
Go to the Property tab, then "Facilties and Services" and it should be at the top of the page. :)