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Based on that logic all owners here should close their mouth and be happy with everything what BDC do. In my opinion, the main reason to post your thoughts is to try to change something you don't agree with and the review system is the case. It is obvious that BDC review policy is outdated and unfair, but they do nothing. Personally, I can accept any feed-back while it is true, but BDC allow guests to post everything and property sometimes get fake or false reviews and BDC refuse to delete them even with the evidence that it is fake. I don't understand why the owners should accept that? Ultimately, such reviews could damage your business seriously as well as always down a property in the search results.
I do understand you clearly and agree that unfortunately BDC has become very popular. However, there are many OTA on the market and you always can try to set up your own site to gain sales through it.
I have another property that I sell through AirBnB and I'm not going to post it on BDC. The main reason for it - AirBnB does not hide under discriminating review policy like BDC and always helps with false reviews. And of course you do not pay so high commission like here.
I don't want to be impolite but the first sentence in the comment looks like reply from Booking.com review team.
That's great that in your case you got help, however, I did not get one. Yes, CEO replied to my message and forwarded it to another manager who forward it to my local manager finally. Final answer was: "...If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever."
Moreover, it does not matter if I reply to such review or not because it has already down my rating. In all similar cases with reviews the problem is that people post untrue, offensive and defamatory reviews and owners could not delete them. I'm talking about ineffective review system and refusing to look into the case from BDC.
I believe that BDC must start to listen to the owners and change this awful, unfair system.
Unfortunately Booking.com does not care about their Partners and we can't get any help when it comes to reviews. I had several bad reviews posted and even with evidence from my side that they were full of lie Booking.com refused to delete them. As usual in the situations like this they send you their policy and tell that the review does not breach their rules. Once after I sent evidence I received this from BDC: "...If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever."
I sent complaint to BDC CEO Gillian Tans. Nothing has changed - she just does not care too.
After that I decided to decrease my sales via their site as much as I can. However, they are very popular and the result was not good enough.
I'm thinking about my own site now.
I had a problem with untrue review and Booking.com reply was: "If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever.”
After that, I reached Booking.com CEO Gillian Tans but it did not help at all.
There is noting else to add.
I absolutely agree with Swarwick999 who actually talks about lack of support and respect of Partners from Booking.com.
I know in my own experience that Booking.com really does not care about our problems. I agree that when you are in holiday business it is impossible to have only perfect guests. However, it does not mean Booking.com can use such reply "there is nothing we can do".
That is the real problem especially when it comes to review system and cancellations.
For example, I don't know what I should expect from coming guests because there is no reviews of them. Yes, it is part of the business but it could be OK when I'm running my own web site and receive bookings there. When the property listed on the OTA and you pay 15% commission you can expect help with this I suppose. AirBnB deal with that perfectly.
When I got untrue review on Booking.com and gave them evidence I was told: "If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever.”
I think it is not adequate reply to someone who pays you.
Yes, maybe if all who understand that review system is totally unfair will email CEO then we'll see some changes (but honestly I think it will not help). I sent her email around a year ago regarding this point and it was like in any other company - my email was just redirected to another manager and that's all:) In my opinion the problem is that they don't want or need to change it because they have enough properties on their site to do business, to gain income. So they does not care at all if I cancel my agreement with them or not. Possibly if Hilton, Radisson, Ibis etc start to cancel their agreement based on unfair review system then they'll change their mind.
Ok, finally we can send email with a link to this thread to b.com CEO Gillian Tans. Her email is known. With or without some comments on review issues but I think better just the link) As a subject we can use a part of Booking.com Review Team reply to my complain: "If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever..."