There is 3 sides to all stories : my side, your side and the truth.
Only with a private email to the guest did the truth come out. NO water. The Kestell town experiences regular municipal water supply and electricity supply problems. All the guest had to do is report the matter to my BnB manager who then switch on the electric pump so that water from the emergency reservoir can be connected. The client was under the impression it is poor plumbing. The client has since undertaken to contact Booking.com asking for a link so that his overall impression of 4 can be made higher now that he understood that the no water issue was a municipality issue affecting the entire town and that I did have contingency measures in place. What I find unacceptable is that a client can give a very low overall rating and then not detail his complaint so that I could respond. Assume the client gave an absurd rating of 2 and provide NO reason for it yet the Booking.com system publishes this low rating, reduce my overall rating WITHOUT the establishment havening an opportunity to respond. Booking.com has access to the correspondence between myself and this client and can view the client's response. Booking.com need to review their policy and procedures in line with AirBnB where the service provider ALSO rates the quests. Also when a guest gives a very low rating, this should only be published IF the quests provide information why the over all rating does not tie up with the average rating so that the service provider can provide freed back why the rating is incorrect as I have successfully done in this instance and am awaiting the client to contact Booking.com and alter the low rating to a more appropriate value.
There is 3 sides to all stories : my side, your side and the truth.
Only with a private email to the guest did the truth come out. NO water. The Kestell town experiences regular municipal water supply and electricity supply problems. All the guest had to do is report the matter to my BnB manager who then switch on the electric pump so that water from the emergency reservoir can be connected. The client was under the impression it is poor plumbing. The client has since undertaken to contact Booking.com asking for a link so that his overall impression of 4 can be made higher now that he understood that the no water issue was a municipality issue affecting the entire town and that I did have contingency measures in place. What I find unacceptable is that a client can give a very low overall rating and then not detail his complaint so that I could respond. Assume the client gave an absurd rating of 2 and provide NO reason for it yet the Booking.com system publishes this low rating, reduce my overall rating WITHOUT the establishment havening an opportunity to respond. Booking.com has access to the correspondence between myself and this client and can view the client's response. Booking.com need to review their policy and procedures in line with AirBnB where the service provider ALSO rates the quests. Also when a guest gives a very low rating, this should only be published IF the quests provide information why the over all rating does not tie up with the average rating so that the service provider can provide freed back why the rating is incorrect as I have successfully done in this instance and am awaiting the client to contact Booking.com and alter the low rating to a more appropriate value.