I would like to share one of my bitter experiences with the guests (Sorry to say). It happened because they were very much satisfied with all our services and rooms etc but when they posted their reviews, i came to know that they have posted very low score on booking.com.
Now i do not have any kind of complains from them, neither they complained about any of my staff or the room they were accommodated in. How can i reduce this thing which badly impacts my overall score.
I have then decided to do follow up on each and every guest on interval basis like my duty manager meets every guest and asks about their stay and experience and everything goes well but suddenly i find the discouraging score without any kind of feedback and i am helpless.... nothing can do any further...
Just for reference, we have been doing great @ 9.2 as well and then the score went down to 8.4 and these days it is 8.3 ... i am really worried on it. Going up and down is fine but some of the guests become unreasonable which is very discouraging.