Ditk8, sorry to hear this story. It’s really terrible, especially when your safety is threatened. I have had some similar issues of safety, threats etc, but not as severe, what a worry for you. Also, this thing where they send future guests to cause more trouble for you, is such surprising low life behaviour, which I have witnessed and heard from other hosts too, it’s vindictive. I hope you manage to move beyond this negative issue and not have any further trouble.
I have finally had a positive result with my vindictive guest. Perhaps it just has to be directed to the correct channel, but I did receive the correct result, however the review has still been left by the guest. I do agree that in certain circumstances booking.com should remove review, it should be based on a case by case basis, that way you would not have so many disgruntled hosts.
The senior members that I have dealt with at booking.com have acted accordingly and with professionalism, so last week I was frustrated with my dealings, but today I am satisfied. At the end of the day, it is a choice who we advertise with. If I find one company to cause too many issues, then I would simply take my business else where.
Monet208 it’s also a safety concern, because guests become vindictive and if booking.com pats them on the back and allows such animal behaviour, there will be a guest who may go too far. I have received threats and absuive message to my phone, still am, since three months ago, and due to booking.com refunding him money after trashing my house, basically giving him a free vacation, they set a tone for future guests. Many great guests, unfortunately the bad ones will increase with such procedures
DitK it seems like a current trend of people going around doing this, as I have stated in another post, similar has happened to me. What surprises me is the lack of action booking.com take
Well, I agree with a lot of the posts on here about booking.cm not having hoteliers backs. I have been dealing with a guest issue for over three months, all while going through surgery, which is besides the point. Short version, guest trashed house, broke, left vomit, blocked plumbing and more, all costing more than his deposit would cover, so I did not return it, after legal advice.
hours of phone calls emails with booking.com, several emails saying how terrible I did the right thing, then other representatives disagreeing, emailed eveidence and invoices, would sometimes speak with a supervisor, but must refuse outright to let you speak with one.
Told case closed several weeks ago, however, today I received an invoice for a refund for minus a few euros pm the whole amount of this guests stay! So this guest has had a free holiday, trashed my house,left a nasty, untrue review, and is still sending me malicious and graphic text messages!
After this season I will stick with my other booking sites where the hosts are given respect, it is daylight robbery and unfortunatly booking.com have lost the edge they used to possess many years ago.
Lady A, sorry to hear you have had similar experiences. I have always tried to keep the police out of it, it sounds terrible that you had to have them involved. I am still dealing with this issue even now, over a month since they left, it does add stress, but I guess we gain resilience to it. What I can not understand is when I am out of pocket from the destruction yet guests insist on claiming back refund, or making up other things to get full money back. It’s a shame dishonest guests create such bad experiences for others, but as cliche as it sounds, karma, or just the universe intervention cures all these issues!
thanks for your comments
good luck with your work as a host, I hope things improve for us and everyone rein this business :)
So true pibomarco, I have actually kept prices lower with the thought of less hassle, as I previously rented a very high end property, which was time consuming.
But like you say, the guests expect the same, and the “lower” end tend to act inappropriately!
revisions needed to my tactics!
I have put the prices up now, so let’s see how it works.
I have also had some very lovely guests, so it just goes with the territory of being a host
Great response Wendywoo76,
Very true about budget accommodation, yet guests expecting a 24 hour concierge service 🤣 and the like. You make some great points.
I am just going to take these issues as a learning curve, and the abuse with a pinch of salt.
This forum is a good place to get your zen back, good to know others have similar issues and how they handle 🧘♀️🧘♀️