Guest Experience in Extranet is failing badly

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24 comments

  • Avatar
    CML

    I am really fed up with Booking.com ignoring me when it comes to protecting their "hotels".

    They go out of their way to protect guests even if the guest is a troublesome one!?

    Booking.com needs to review how they protect the "hotels" because even writing to them about a troublesome guest who is one out of 100 who is unfair and mean, they ignore my request.

    Not a happy "hotel" when it comes to Booking.com's Guest Reviews! (some of them that is)

    It is a matter of principle - there are "bad" guests who just go out of their way to be mean and damaging, even if they have "trashed" the propperty - THIS IS SO WRONG!!!

     

    I

  • Avatar
    monet208

    Whilst we love booking.com I am afraid their review system is poor compared to Laterooms.com who tell you when you have a review and allow you to comment before it is published

    Laterooms will not publish lies if you prove the guest is telling lies

    Laterooms do not allow anonoymous reviews

    Laterooms always allow you to put a comment on

    If booking.com included the last 3 points in their review system it would tell hotels that they are valued as much as the guest

    Because the present  review system is regretfully in favour of the guest not the hotel

    We hope one day booking.com will do what is best for hotels as well as the guests

  • Avatar
    CML

    I totally agree ... if only Booking.com could read what you have shared, because this is what I feel and believe there any many "hotels" who feel the same as we do : (

    I have written to the Support Team so many times and keep being fobbed off about the very points that you brought up. Then I asked whether Booking.com was open to creating a section for "hotels" to review guests "poor" and "excellent" guests ... they said that they are ... I cannot help but think that this could be another fob off to keep me quiet for a while : )

  • Avatar
    Craigmoniecottage

    BOOKING.COM SHOULD WAKEN UP AND RECOGNISE WHO THEIR CUSTOMER IS - I.E. THE ACCOMMODATION PROVIDER WITHOUT WHICH THEY WOULD NOT BE IN BUSINESS WHILST WE ON THE OTHER HAND WOULD CARRY ON. WE HAVE A PRODUCT THAT THE PUBLIC WANT AND IF BOOKING.COM AND ALL OTHER OTA'S CLOSED DOWN TOMORROW THEN THE BOOKING PROCESS WOULD BE RE-INVENTED I.E. BACK TO 'DOOR KNOCKING' HIGH STREET TRAVEL AGENTS, INDIVIDUAL WEBSITES ETC.  IT IS HAPPENING ALREADY - MY DIRECT BOOKINGS ARE INCREASING YEAR ON.  I PROVIDE A SECURE SITE WHICH PEOPLE ARE COMFORTABLE WITH. MY LISTING IS IN A GOOD LOCATION ON THE WEB. THE DOWNSIDE IS THAT WE MIGHT HAVE TO DO A BIT MORE ADMIN - MIGHT BE A SMALL PRICE TO PAY.

    WHEN I FIRST SIGNED UP TO BOOKING.COM 8 / 9 YEARS AGO THE CONCEPT WAS GOOD BUT NOW THEY HAVE LOST THEIR PURPOSE WHICH WAS TO BE A 'THIRD PARTY' BY PROVIDING AN ON-LINE BOOKING SERVICE FOR INDEPENDANT PROVIDERS - NOT TO BECOME THE DICTORIAL ORGANISATION THEY HAVE NOW BECOME - IT TAKES TIME TO RISE TO THE TOP - SECONDS TO CRASH TO THE BOTTOM.

     

  • Avatar
    jewel

    I am in the same mess with booking.com, we have been partners with them over 10 yrs and this is the first time I have to ask them seriously about a review that is totally nascence and lied about, then booking.com review team does not take their time to read through the review to see if it is truth to the fact or does it have to do with the stay, is it factual or it is just how they feel. The review itself is personal attack, and has not much to do with the stay itself. I think most hotelier would agreed, there would not be a problem with a bad review, if it is truthful and factual, but when it comes to some bad guests who just out to get you bad review to sabotage and bad intention to wreck your business, that is what we would not tolerate. As you had mentioned there, they stated that the guests have a certain standard when they post their review, and so the guests can post certain thing, It should be the same standard to hotel management too, but the review team has a double standard, the guest can leave a untruthful and name calling review but hotel management can not do so, if such a language is written they will not publish your reply. So booking.com need to look into the issue.

  • Avatar
    FaRoyal Eilat

    I have Guest-revenge review of a guest that demanded a special religous instrument that was missing from the house,
    booking.com would not remove the revenge-review even thou, no one promised to have that "religous" instrument in the appartment,

    Booking.com unwilingess to give second look for the review's is highly unfair as we seldom know what type of guest is going to arrive.

  • Avatar
    Craigmoniecottage

    Join the forums / associations that matter i.e. the government bodies CMA currently have a survey regarding trading standards of all OTA's and this will probably apply in many countries also Join your local B&B Association who are also monitoring and collecting data against the trading methods. Lastly keep posting your comments here - The written word can't be ignored

     

  • Avatar
    CML

    I agree that Booking.com has become too big and far too focussed on making bookings in any way possible, including misleading "free cancellations" ...

    Staff are "programmed" to fob the hotel off ...

    "NOW THEY HAVE LOST THEIR PURPOSE WHICH WAS TO BE A 'THIRD PARTY' BY PROVIDING AN ON-LINE BOOKING SERVICE FOR INDEPENDANT PROVIDERS - NOT TO BECOME THE DICTORIAL ORGANISATION THEY HAVE NOW BECOME - IT TAKES TIME TO RISE TO THE TOP - SECONDS TO CRASH TO THE BOTTOM."

    This is so true and it is a pity ... anyway the latter part of the above message is so true and this may happen sooner than they would like it to ... just look at the newbies on the block or coming online such as HotelBonanza and the like, with commissions of 0 - 8% ...

  • Avatar
    jewel

    Their customer service is all pro guests, and they are to trying to see from the hotel owners or management. There are good guests and bad guests. Please do not forget, booking.com is making commission from the hotel management not the guests, unlike the other systems, where air bnb makes it from the hotel manager/owners but majority of their income comes from the guests, not the hotel owner/management. Booking.com needs to know that if they are loosing hotel management to other companies, they will no longer makes their commission, and they want to make their commission but yet they are not willing to take care of customer service, when I mean customer service, it is not only for guests only but also to hotel partners. They need to see it both ways. I have been with them since the start, and now it is really turning out I am looking for other venues I can go for, and if possible I may drop booking.com as partner. If hotels are no longer listing with booking.com then they will not get business. Although us hotel owner/management likes to get more business but enough is enough. I think most management can do with  higher commission rate less trouble some customer and problems.

  • Avatar
    CML

    Its good to see that there are a few "hotels" who are feeling the same way - Booking.com is not regarding their "hotels" with any importance at all, rather it is all going to the guests.

    This is not good for the Hotels nor Booking.com as this unfair treatment of the Hotels will force us to move on to other OTA's who do respect the Hotel.

     

  • Avatar
    Mat Lock

    I agree - b.com is not supporting the 'hotels' adequately when it comes to the review process. The amount of time I have wasted getting obviously bogus reviews taken down - the effort in doing so is incredible. 

    I don't understand why they haven't adopted the most transparent [and leveling] system such as Airbnb has i.e. the host reviews the guest as well as the other way around... This grossly one-sided and unfair system is begging to be abused. I'm often left with the reality of charging a guest extra for damage or 'extra' cleaning knowing that it will lead to a bad review... Even though the guest had a great stay up until the reality of their needing to pay for damage etc.

    I guess the reality is that b.com is not breeding any loyalty to its 'hotels' That will likely bite them one day when they get surpassed by the next big player. 

     

     

  • Avatar
    CML

    Good to see your reply Mat,

    It would appear then that you have had success having Booking.com take down an unfair and damaging review.

    I have put in so much effort and still it falls on "deaf ears" ...

    This seems to be Booking.com's Policy to Hoteliers ... "No", "No", and "No" again ...

    Your AirBnB example about fair reviewing is GREAT, but unfortunately it is wasted here!

    Most disappointed!

  • Avatar
    monet208

    I would welcome any information on how someone has got a review removed from a guest who actually stayed
    I did not think a guest who did not turn up could leave a review??????

  • Avatar
    Anthony Reed30

    I put my unoccupied flat on booking.com in November. Business was slow to start at first, but by March I was up to nearly full occupancy. I only received 10 out of 10 star reviews. A couple of guests came into the flat and after my manager had gone, they secretly brought up two fighting style dogs into the flat. Pets are forebidden in the policy, of course. The dogs made a mess of the flat including urinating on the carpet. The dogs also fouled fhe stairwell and the owners did not clean up. The dogs were allowed to run around in the children's playground, off of the leash, which is totally illegal in the country where my flat is. The resulting complaints from Neighbours were so vitriolic, that I have had, in effect, to close the whole business. Booking.com simply says that all the responsibility falls on my shoulders. They're not willing to take any responsibility for the guests that they sent to me, yet, I am in no way able to vet guests, or refuse them without compensating them. For most people, such an event probably happens very rarely. In my case, booking.com policy has effectively meant I am unable to use the booking.com system, without taking a very large amount of risk. If anyone has a solution to my priblem I would love to hear it.

  • Avatar
    Zoinks

    I just happened upon his thread now. As regards bad reviews (I mean very bad and damaging ones like with a score of 4 or under). I did get some help from b.com a couple of times. First thing we must keep in mind is to use extranet messaging as guests who leave abusive reviews often give themselves away. For example, I had one guest who was ' blackmailing me' (those were b.com's words) because he did not want to pay for a particular service. His messages were all visible and stored in the extranet messaging system so after he left the review I just messaged b.com and they agreed with me that it was an unfair review and took it down. The second important thing is that b.com also look at your track record. If you have lots of very good reviews and one guest writes something completely contradictory to what other guests wrote then you have a stronger case. 

  • Avatar
    CML

    Anthony Reed30 - this is appaling treatment in every sense

    Recently I had a one night booking sneak in (we have a 2 night min policy) - this happened when we changed channel manager ...

    The guest booked in high season and gave us 75% for everything EXCEPT value which was 5% - Booking.com did nothing about this and refused point blank to take it down ... DESPITE the fact that our policy is MINIMUM 2 NIGHT STAYs and the OBVIOUS 5% for rating for VALUE when we have a 9.6 overall rating and most of our guests rate 100% for value ... GO FIGURE

    BOOKING.COM things need to change:

    WE PAY YOU commission ???

    IS IT ALL ABOUT MONEY AND GETTING AS MANY BOOKINGS AS POSSIBLE, AT OUR "EXPENSE" ... I GUESS IT IS !!!

    WHY ARE YOU TREATING YOUR "HOTELS" IN THIS WAY?

  • Avatar
    CML

    Anthony Reed30 and other unhappy hoteliers,

    Put genuinely BAD GUESTS onto https://www.guestchek.com/

    They may be "new kids on the block" but they are growing and it is about time that we at least can do something about genuinely bad guests!

    I do not believe that GUESTCHEK should receive false and emotive reviews from Hotels, as this will defeat the purpose!

    The other point is that Booking.com has advertised on their Extranet that they are doing something about "anonymous" reviews and being able to reply ...

    I personally think that Booking.com is taking the easy way out here, because if Hotels were to reply with emotive and unprofessional responses to bad reviews, this could get out of hand - just a thought!

  • Avatar
    Office

    Well if guests tell lies (e.g. apartment is on 3rd floor, but building only has 2) or guests complain about not having things they did not book (e.g. they book a room without washing machine or AC and then write in review NO AC, NO WASHING MACHINE!) then Booking.com answers us with: "this is a personal opinion of the guest". For us it is lying and causing economical troubles for our company!

    Guest reviews should be fair and not hateful, because it rained all days or couples are in bad mood. It can destroy so much what we work hard for!

  • Avatar
    CML

    Office - yes, I get the same Cr-p from them and I must say that I am pretty fed up with Booking.com reviews, especially those that they allow anonomously and those that cannot be answered. Instead Booking.com fob us off with all their stupid excuses! This is the most appaling Customer Treatment!

     

  • Avatar
    Office

    to CML, as far as I remember only 1 five-star Hotel in Hamburg sued Booking.com more than a century ago for very annoying reviews. The whole legal process took 2 years and cost a big amount of money but the reviews had to be removed. Since then nobody even thinks of sueing them. So guests still have the opportunity to destroy your business, even if you provide everything but guest is just mad at something which is not the hosts fault.

     

  • Avatar
    CML

    I can honestly say that my "Guestchek notice" to guests (displayed in each Suite in front of the TV so that it cannot be missed) has made a difference. I have found that guests are happy to know that they will be rated favourably by me when they leave (I have actually asked a few of them and had wonderful responses about Guestchek's "travel rate" program. I have also noted that guests are cleaning up after themselves even more thoroughly now - what a pleasure : )

  • Avatar
    Sueportellidemajo

    Good morning. We have had ample problems with booking.com and the fact that we are a B&B not a hotel makes their impact even worse. We have had double reservations, we have had reservations that do not match our criteria, cancellations with a full refund against our policy, and we have also had bad reviews that are untrue. The latest huge mistake is that one client was charged less than half the rate that the room is sold for, plus was given him the option to book his daughter in too for free! I have informed the client about this and I got ridiculed! He said he has never heard such crap before! Where do I go from here this is ridiculous!

  • Avatar
    CML

    Yes Sueport,

    I totally relate with what you say ... we have all of that happen to us ... the more we do for guests, the more they demand. It is really quite uncanny that this should happen, and it actually applies to 95% of the guests that we have bend over backwards for. We have learned to step back now 

  • Avatar
    Katerinka12

    "plus was given him the option to book his daughter in too for free!"

    Revise your policies and add extra charges. There you can put the age of a child. Add information to your Fine Print. If confused or urgent, add anything you want to user description, it will appear at the bottom of your listing.

    When client comes, show him this information. That you carefully put in your listing. The trick "child for free" is a hit, be wise to avoid it

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