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Hi Wendy, From your post I would think that is a mistake. I would contact the guest and ask them did they mean to give that score and ask for feed back on what you could do to improve guests stay. If it is a mistake explain that this will affect your business and would they mind changing the review to correct the error then contact booking to either remove or change. You will need to contact booking for a number to pass on to guest or ask them to contact guest. Booking will then send them and email to allow them to do this. The way the reviews work is not great basically the guest has to hit faces the happiest face is for 10. I believe there is 6 sections. If you press the wrong face you can't go back and change it. Airbnb review system is far better for our type of properties. Booking have been saying their going to change for a long time amd have made small changes but it needs a complete overhaul. Very unfortunate. Good luck with sorting it out. Thanks Chris
The property I have going for 2.5 year has 154 reviews its at 9.9 and the other going a year middle of October has 55 reviews and its just gone to 9.8. Would be as much as people with lots of rooms.
I sort of think its a target now for people to give it less reviews but as long as people go away happy hopefully try to keep it above 9.7.
I agree when it comes to pricing but I target larger families and small groups. I try to offer a better alternative than a hotel which would cost them up to 4 or 5 times the price. We would have a lot of competition now and because it's from people who are doing it as a part time job they can charge less. I'm happy with where my pricing is now and do keep an eye on it more now than I did before.
Hi Akwador, I think you are right if I had more rooms... You are doing well with a score of that and if your competition is lower then happy days. I also agree with what you say that people give great reviews but lower the score. I have had lots of similar things happen just had people who left and said they had a great time and everything was perfect made a point of saying it was in a fantastic location and had all they needed but mark us down on location and facilities. I contacted them to ask what we could do better to improve and they said it was because it wasn't luxury. It worked out that as their was 5 of them, they were paying £25 per head per night meaning less than the local hostel. Our view is if you want the Hilton book the Hilton but unfortunately we can't say that.
I have read reviews on other hotels and B&B's and have seen fantastic reviews but the score being 2.5. Sometime you just cant win.
To stop a little of it we contact guest when they leave and ask was all good. If it was we follow up with another message asking for a good review.
Call 02086128000 for booking.com they are very good most of the time.
Call booking they are very helpful on phone. The odd time you get someone who doesn't know. Just try again.
I have a 9.9 for reviews in both my place one going a year and the other 2.5 years.
I think reviews is the most important thing there is to get more business. Unfortunately Booking com don't help this with there review system and I have complained many times. Airbnb on the other hand have it just right. I know a friend who has removed his property completely from booking because of this I am getting to that stage.
So you have a guest stay and they couldn't be happier they sing your praises and you think well I'm defiantly going to get a 10/10 here. then few days later it comes through.. brilliant write up but the score is 9.6 or a lot less. Well when this happens to us we reluctantly contact the guest to see what we had done wrong (Also depending on how we got on with the guest), from then on it was always the same thing they had made a mistake they didn't see the last smiley face or they must have tab'ed on and a face wasn't clicked. I still don't know whether its on phones or what but it happens a lot. I seen on other properties on BC really really bad scores but the write up is that its amazing place.
If this does happen to you the only way to sort it is once you are sure the guest has made a mistake ( I guarantee this happens a hell of a lot) you need to contact BC to send a link to change the review.
Its awful that we have to do this but its our business. Big hotels don't care as much as single house and small B&B's. I'm telling you now this is a big problem and if it happens to you or now you read this you think it has happen before. It is a real kick in the teeth.
As I said I have complain loads of times and been told that the review system is going to change but hasn't happen yet. This has been going on a long time.
When it does please happen to you, take the time to complain as well as I think its the only way to get them to change there system.
Thanks and goo luck to you all.
If you go on to your extranet then go to property then policies you can go through it there. It will only change future bookings not ones already booked.
Play about with it til you are happy.
Hi All, Very interesting read from you all. I thought I'd throw my 2 cents (2p in uk). I've run a very small operation for last 2 years and so far have had very few cancellations. Due to the bad weather and at same time someone’s relative getting very sick I had 2 last week. 1st sent us a nice message asking for free cancellation as there flight had been cancelled this was night before arrival but my T&C's were if they cancelled within 14 days of arrival they lost the full amount. I replied that unfortunately I would have to take the full amount as it was so close to their stay. They were totally fine about it and I said if they wanted to come again we would look after them. 2 days later I had a another guest in different property and T&C's on it where different, if they cancelled within 14 days then they lost their first nights stay. On this one I said to guest if I get it booked as it's a weekend I will refund most of the nights stat but I would reduce the cost of the room to try and sell it. I have now changed my Terms on 2nd property to match first. I think they work the best and are as fair as you can get for both parties. So mine now are I take a deposit 14 days before arrival and its free cancellation until then. (This stops me have to refund people and have transaction fees.) If they cancel within the 14 days they are charged full amount of their stay. I will however refund if I get it booked again and just deduct for any reduced rates or fees. I think this is the best for us at the min anyway. Thanks