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@Katerinka12: Same IP address - Yes, she could have quite easily left a review or even just logged on to the booking.com app using the WiFi at one of our apartments, which obviously myself or any staff have also accessed many times.
Same MAC address - not a chance, since we have never had access to any of her devices. Again, maybe the router's MAC but only for the reason above.
Cookies in browser etc - also not a chance, not knowing this person's login details nor having any reason to.
Unfortunately I've provided the info you suggested to Booking.com many times now and they refuse to even respond, let alone followup. I have given up trying to reason with them now :)
@pibomarco: I do understand that they're a massive company and don't expect them to treat EVERY case individually. However, if it has, in their eyes, reached the stage of account closure then yes, I would expect the courtesy of a response, even having worked with them for several years myself now.
Thank you! Yes I completely agree - without an account manager it's hopeless getting any decent level of customer service sadly.
The irony is that last year, we had a bad review from someone who was annoyed because their bike got stolen near our property (down the street... because they left it unlocked in a busy city centre). Obviously your bike going missing is grounds to criticise the cleanliness and comfort of a nearby building, so we got 2.5/10 across the board.
But of course in that instance, Booking.com refused to remove it, despite it being blatently defamatory.
Ah well, time to check some invoices - thanks for the reminder!
Yes it will be an automated message, but that's the problem. In conversation with them on this matter, they just disown the algorithms actions as if it's some sentient force that can't be controlled.
The closing down of my listing will probably be automated too, so I don't think actual wrongdoing really comes into the equation sadly.
Just very disappointing behaviour from them really. There was a period last year when they seemed to get much more partner-focused, with various helpful options appearing on the Extranet. Unfortunately this side of things hasn't caught up yet.
Sadly the above score doesn't include several reviews from one of our most regular and loyal guests, because not long after receiving the award, we received this bizarre email from BDC and all but two of her reviews were removed:
I have forwarded them numerous pieces of evidence that the guest in question is real, but sadly they're not interested. So now, quite perversely, we are sat here afraid of the next time a guest has a good experience with us in case we are closed down. Kind of takes the shine off this "award" really!
You can if they leave comments, but not if they only leave a score. That in itself is ridiculous.
They don't care about the legalities unfortunately. We've had a 100% libellous (illegal) review as per Defamation Act 2013 and they refused to remove it. What's more, although the review itself went up within minutes of the guest's checkout time, it took them a week to approve our response.
@Wayne Cahoon It's the first 3 results in Google when you search "YourWelcome".
Here you go: http://www.yourwelcome.com
@Apartment St Julians I don't know if I'm allowed to mention specific products here, but the forum rules don't seem to prohibit it, so...
We use a small tablet device from a company called YourWelcome. It gives them info about the local area, a directory of services such as restaurants nearby etc and you can add extra services like airport pickup and late checkout. You can also add video guides to it, which is really useful for apartments where you probably have a range of appliances people aren't used to using.
Guests can also check in on it, which is handy for any property with a self check-in process as you know when people are arriving. They can rate you out of 5 for their first impressions, and add notes and images to support their rating.
Most people give us 5/5, in which case we give them a night to settle in and then get in touch with them the next day anyway just to confirm everything's OK and see if they need anything, which is always appreciated. One person gave us 3/5 and complained of an issue with the bed linen. This was picked up immediately by someone on my customer service team who contacted the guest straight away and got housekeeping to go out and resolve the issue within about 10 minutes. In the end they were impressed by the response they got late in the evening and it turned a potentially poor experience into a positive.
Well worth it in my opinion but the key is placement of the tablet. We see way more interaction with it in locations where we can display it prominently in the hallway so they see it as soon as they arrive.
Just to be clear btw I don't work for YourWelcome and am not affiliated with them in any way other than the fact that we use them in all our apartments.