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The Reinhold Guesthouse Bali
AT THE HEART OF CANGGU FOR OVER 9 YEARS
Bringing young people together is what we’ve done since opening the Reinhold Guesthouse in Kerobokan in 2009. Now we enjoy personal referrals from satisfied guests who stayed with us during past years.. We are proud to act as a point of connection for motivated travelers, many just like you.
Bringing young people together is what we’ve done since opening the Reinhold Guesthouse in Kerobokan in 2009. Now we enjoy personal referrals from satisfied guests who stayed with us during past years.. We are proud to act as a point of connection for motivated travelers, many just like you.
Great news, --- after 2 weeks of back and forth communication with the BdC support team, in trying to solve an unfair guest review issue, Booking,com's team has this morning DELETED ALL , ours , and their, messages that we have exchanged with them since the end of last year.
on the subject of "booker/guest" relationship, there are 2 recent experiences we have encountered
1) A booker books ,and pays online, for her partner's accommodation with us.
A week before commencement of the reservation, we sent a message to the booker in regards to airport transfer information, and other services.
The booker informs us that she had broken up all contact with her partner and was unable to pass on our information.
We contacted BdC, asking for the guest's contact information , which was refused by BdC, because of privacy laws
((( If a booker books a reservation for any other person, we, the Hosts, can only communicate with the booker, NOT with the guest themselves))
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2) A booker books a single room for 2 nights, in her name, for herself, but arrives late in the evening together with an anonymous person , and allows that person to take her place. Because the booker had paid online for the reservation, and the booked dorm room has a private, separate entrance, our house staff saw no reason to refuse the substitute person's access to the room. Apart from this single personal contact between the booker ,plus partner , and our house staff, we never ever saw them again
When we argued with BdC's support team about the right of the booker ( when she never stayed at our premises ) to lodge a review , we received the following explanation:
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Booking.com
15 February 2020 - 15:17:31
Dear Partner,
Unfortunately it is too late to make a call, that's why I am writing a letter.
We can only remove reviews in certain situations. You'll find more info on removing reviews here:
Can I ask for a review to be removed?
In a case when the guest which booked your property did not showed up, you could have marked the guest as a no show, and the person who checked in, should have made a new reservation. But it would not mean that the guest who stayed at the property would have changed his mind and made a different review. So the result would have been the same.
Because you did not marked a no show, the system recognize this reservation as stayed and that the guest have full right to add the review.
Other case is when one person is booking the property for another person (for example daughter books for her mother the property).
Again in this case one person booked, and another one lived in the property.
Still the review will be valid. Because this is the subjective opinion of the person who stayed at the property.
Whenever you need us, we're always here.
Kind regards,
--
xxxxxxxxxx S.
Booking.com Partner Support Team
======================
Quite simple and clear, or is it ?
Good morning Serge,- maybe you are able to enlighten us with your thoughts on a review issue:
1) A person books a one-bed dorm room for 2 nights, and pays online for the reservation.the booker asks for early check in (11:00 to 12:00 ) which was granted.
2) The booker arrives not at 12:00 but late at night and informs our house staff that the room was not for her, but for her ( Indonesian ) driver, whose identity remains unknown to us.
3) because the reservation was prepaid, the anonymous guest was allowed by our staff to access the room, which has a separate, private entrance.
4) After the initial short contact between the staff member and the 2 persons , neither of the two (the booker, nor the "driver") were ever seen again by any member of our staff.
5) a few days after this incident, an anonymous review was posted to our BdC page with a rating of ( "1") --- our overall rating is 9+ ---
6) the booker of this reservation sent us a message via BdC inbox, requesting a male's jacket to be sent to the "driver" - who had accidentally left it behind when vacating the premises ( he never officially checked out in person)
7) This was the first time ever, during our 9 year association with BdC, that our Guesthouse Management had NOT met the "guest" ,nor the booker , in person.
8) Although the review was posted anonymously, we have established written , and physical proof, that the review in question is associated with this booker, who , we claim, had absolutely no right to write a review, as she ever stayed at our premises.
With regards to the driver ( the anonymous "guest" ) -- our staff informed us that that person was a native Indonesian, with NO knowledge of the English language.
After a number of lengthy discussions with several BdC support persons, we have ,so far , not been offered a satisfactory solution on this issue.
Management and staff at the Reinhold Guesthouse take this anonymous review ( with a rating of "1" -- which is absolutely out of character )) as a direct insult on the quality of our service that we provide to everyone of our guests, and furthermore, we all feel intimidated by BdC for having permitted the placement of this ( fake ) review on our member's page.
Great words , Isle, -thanks for the encouragement.
Thanks, - cheers
Good day Lawnhouse, good to see some fighters in the team.!
We have been arguing with BdC team for over two weeks about a sudden rating of ("1") amongst multiple 10s, and an overall rating of 9-plus.
This guest booked two nights in her name, brought in an unauthorised person on the night of arrival, and let that person take her place, without our prior consent.
The BdC team still claims that the Booker has got the right to leave a review, also she was not the actual guest in the house.
Please give us your thoughts on this
==============================
( This is our argument)
The Reinhold Guesthouse Bali
15 February 2020 - 10:04:07
Dear Roni B. To make it short, the guest DID NOT stay at our property, but ( without notice to our management ) brought in a SUBSTITUTE person to fill her place. It is ( in our opinion ) completely illogical to suggest that the booking ( which was prepaid ) should have been marked as a "No-show". Please be assured that the Reinhold Guesthouse Management feels deeply insulted by BdC's response, and we will not surrender to your explanation. After 9 years of working with BdC, we have never experienced a completely biased situation like this, where BdC ignores, and overrides, its own policies. We claim that the person, who wrote the review, had no right to post a review, as that person was NOT the guest who stayed at our premises, but an unauthorised person was brought, in without our knowledge, to take her place. This "unauthorised person" DID NOT speak English and would NOT be in a position to lodge a review in English language. We are awaiting your reply. Kind regards The Reinhold Guesthouse Bali
===============================
Booking.com
15 February 2020 - 15:17:31
Dear Partner,
Unfortunately it is too late to make a call, that's why I am writing a letter.
We can only remove reviews in certain situations. You'll find more info on removing reviews here:
Can I ask for a review to be removed?
In a case when the guest which booked your property did not showed up, you could have marked the guest as a no show, and the person who checked in, should have made a new reservation. But it would not mean that the guest who stayed at the property would have changed his mind and made a different review. So the result would have been the same.
Because you did not marked a no show, the system recognize this reservation as stayed and that the guest have full right to add the review.
Other case is when one person is booking the property for another person (for example daughter books for her mother the property).
Again in this case one person booked, and another one lived in the property.
Still the review will be valid. Because this is the subjective opinion of the person who stayed at the property.
Whenever you need us, we're always here.
Kind regards,
--
xxxxxxxxxxxx
Booking.com Partner Support Team
Ask a question or search by keyword at our Partner Help Centre
====================================
For some unknown reason, the weblink they have included comes up with an error, and at the moment the uploading of images to this page does not work
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Guten Tag Auszeithaus, - greetings from Bali.
Same like you, many of us BdC Hosts are also absolutely P...d off with the present BdC rating system. ----- Including ourselves.
For the past 3 weeks now we have been communicating with BdC ,arguing about a single rating of "1" , after accomplishing an overall constant rating of 9-plus during our 9 years of association with BdC.
Here is a screenshot of the rating, and the latest response from BdC Partner Support Team that we received today.
Please give us your thought on this.
cheers
Reinhold
===================================
Booking.com
15 February 2020 - 15:17:31
Dear Partner,
Unfortunately it is too late to make a call, that's why I am writing a letter.
We can only remove reviews in certain situations. You'll find more info on removing reviews here:
Can I ask for a review to be removed?
In a case when the guest which booked your property did not showed up, you could have marked the guest as a no show, and the person who checked in, should have made a new reservation. But it would not mean that the guest who stayed at the property would have changed his mind and made a different review. So the result would have been the same.
Because you did not marked a no show, the system recognize this reservation as stayed and that the guest have full right to add the review.
Other case is when one person is booking the property for another person (for example daughter books for her mother the property).
Again in this case one person booked, and another one lived in the property.
Still the review will be valid. Because this is the subjective opinion of the person who stayed at the property.
Whenever you need us, we're always here.
Kind regards,
--
xxxxxxxxxxxx
Booking.com Partner Support Team
Ask a question or search by keyword at our Partner Help Centre
====================================
For some unknown reason, the weblink they have included comes up with an error
===================================
( This is our argument)
The Reinhold Guesthouse Bali
15 February 2020 - 10:04:07
Dear Roni B.
To make it short, the guest DID NOT stay at our property, but ( without notice to our management ) brought in a SUBSTITUTE person to fill her place.
It is ( in our opinion ) completely illogical to suggest that the booking ( which was prepaid ) should have been marked as a "No-show".
Please be assured that the Reinhold Guesthouse Management feels deeply insulted by BdC's response, and we will not surrender to your explanation.
After 9 years of working with BdC, we have never experienced a completely biased situation like this, where BdC ignores, and overrides, its own policies.
We claim that the person, who wrote the review, had no right to post a review, as that person was NOT the guest who stayed at our premises, but an unauthorised person was brought in, without our knowledge, to take her place. This "unauthorised person" DID NOT speak English and would NOT be in a position to lodge a review in English language.
We are awaiting your reply.
Kind regards
The Reinhold Guesthouse Bali
View your approved response
Good morning M Adamopoulou,
This may be of interest to you in connection to our talk 9 days ago.
This morning, after receiving another "Knock-back" from the BdC support team, we checked our communications with them and found that the quote :
"We send review invitations to guests within 48 hours after check-out and only to the guests that they have stayed at the property."
was removed from their message to us ( 2nd February) and the link to their HELP pages ((can I ask for a review to be removed))
https://partner.booking.com/en-us/help/guest-reviews/can-i-request-review-be-removed?utm_campaign=followup&utm_medium=note&utm_source=as
does not work at the moment.
===================================
Their latest stand is as follows:
Dear Partner,
Unfortunately it is too late to make a call, that's why I am writing a letter.
We can only remove reviews in certain situations. You'll find more info on removing reviews here:
Can I ask for a review to be removed?
In a case when the guest which booked your property did not showed up, you could have marked the guest as a no show, and the person who checked in, should have made a new reservation. But it would not mean that the guest who stayed at the property would have changed his mind and made a different review. So the result would have been the same.
Because you did not marked a no show, the system recognize this reservation as stayed and that the guest have full right to add the review.
Other case is when one person is booking the property for another person (for example daughter books for her mother the property).
Again in this case one person booked, and another one lived in the property.
Still the review will be valid. Because this is the subjective opinion of the person who stayed at the property.
Whenever you need us, we're always here.
Kind regards,
--
xxxxxxxxxxxx
Booking.com Partner Support Team
Ask a question or search by keyword at our Partner Help Centre
Greetings from Bali