Kathleen Davenhall

Hello there - I have been with booking.com since 2017 and never have had any of your problems - it could be lines of communication ie their Inbox or speak to their advisers personally - the latter can be difficult in the UK as many are in touch - I found phoning in the evening or early in the morning the best

All finance problems you can email their finance team direct - you will find them under the title Financial Over view - they will them directly communicate with you

Best Wishes - Kath

Meet and greet and leave and say was everything alright - we live on the premises so both are easy to do - we have a high level of excellent reviews which is in part due to this practise

Kathleen Davenhall

Difficult customers are rare for us - we operate small self catering cottages in central UK -however when they leave nasty reviews which are naturally concerning as the world would read them -however I agree with phibomarco and if other reviews are a least good/reasonable the public will judge for themselves - Concerning our nasty review where the customer walked off without paying I reported misconduct as per her booking form , it does not have have slot where they will not publish a review if the customer did not pay - however bdc when I complained sent the guest an urgent reminder and she did eventually pay. There is a box to tick on the misconduct slot if your do not wish to accommodate the customer again which I ticked

Regards Kathleen

David - have you tried getting in touch via with booking.com by email it could get better results as they have to answer

keep going

Kathleen Davenhall

Hello Colin - Just to let you know we have experience of other holiday letting agencies since 1994 - the reviews from the other agencies were much fewer than booking.com although the comments were about the same the review score was on the whole lower than booking.com.

The higher review score is important to us and it definitely influences customers looking to book

The guests with other agencies were only from the UK whilst booking.com attracts overseas guests so increasing the occupancy

So we know for a fact that booking.com has huge strength in the tourist business that cannot be found in other agencies

Regards Kath

Hello Malcolm - we have had several anonymous reviews that gave us 100% in the last 6 months so it is possible - it may be that some guests do not wish recognition or publicity which can be world wide with booking.com

Submitted by Kath Davenhall

On the subject of reviews - since being with booking.com from 21st May 2017 we have had very regular reviews. I don't discuss a review with our guests but feel it is up to the individual guest but I always chat with new guests and chat on their departure. I don't believe in getting over anxious about what people write as long as your 'product ' ie in our case self catering cottages is as high a standard as possible