Guest review, slanderous and untrue, Booking.Com refused to remove it

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26 comments

  • Avatar
    pibomarco

    Rewievs will not be removed, that's a fact. 
    Reply calmly and proffesionaly to their review (you have the last saying). Report a guest misconduct and thats it. This is part of the business and we must (unfortunately) accept that. Those few negative reviews doesn't count all the other ones (positive) does. 
    From my point of view more then 3/4 of my guest are nice, behave well and are positive... For those few others (negative, don't follow house rules such as check-out etc.) I leave them be.. they check-ed out one hour later.. OK.. I accept them as they are.. because those are patients with different perspectives and not worth arguing with.. I let them be, and just waiting for the day when they will leave my property... If they have an issue, I offer them a coffee and to find a solution together.. maybe sometimes even give them a small discount.. at least I avoid the arguing, stress and sometimes negative reviews.. Again these are really rare cases, that is why I can be more tolerant to these patients.
    Regarding the damages... Well you have policies, set them accordingly. 

  • Avatar
    Ditk8

    Hi Pibomarco
    Thank you for your comments.
    Again I have to say, I never argue with guests, as is shown by my 9.7 staff review. These guests became aggressive and loud with me because they refused to abide by my policies. They wanted to ignore them. My policies are set around my work.
    Check out is before I need to go to work. Half an hour before my cleaner comes in etc.etc. if they are late my cleaner will be late for her next job.

    My issue is not the problem with guests. My issue is even after Booking.Com have apologised to me regarding these guests behaviour they still allow a review which says I am a liar and a thief, asking future guests from UAE to cause me trouble if they book my apartment.
    This is not a fair review, as an accountant these words could create trouble for my business, this is hateful and inciting racism and aggression.

  • Avatar
    pibomarco

    I understand. If the guest would be aggressive with me I would show them the exit door or call the police to remove them from my property. I would still have to accept a bad review in this case. 

    As said before, you still have the last saying to the review and you can explain what actually really happened. I think they kind of make you a favour lol.. the future guests from UAE will not book your place just because to make you troubles, but they would rather book another place, for which is kind of win win situation lol. I generally don't preffer guests from UAE due to their different habbits, culture differences, etc.. But we can not put everyone in the same basket.. There are also good guests from UAE, but... :) 

    I guess you could at least enforce that if they can remove that part where they are encouraging other guests to make you trouble if they book your apartment. For the rest.. well it's their opinion or matter of perspective.. That is why the guest is always "right" (number one rule in this business). Make a good/calm responce to the review with facts and move on. Not worth of a stress. :) 

  • Avatar
    monet208

    The issue here is the lack of support Booking.com gives providers who experience bad guests

    Whilst it is nice offering words of support to a wronged partner we all should be directing our energies to get booking.com to change their lack of support to partners who need it

  • Avatar
    Spatel6464

    While I do agree that we are all going to experience an unhappy and/or hostile guest occasionally, I also completely understand and am very sympathetic to this partner's frustration. I also do not agree with the statement that we, the partner, get the last word.  It has been my experience that when replying to a so-called "wronged" guest, and let us all agree, that as partners it is not possible to please EVERYONE ALL THE TIME!  So many people have different personalities and tastes and not everyone is going to go away 100% satisfied 100% of the time.  But, when we have a guest that is inappropriate and demonstrates misconduct and especially when we let booking know in advance, they should put just as many stipulations into reviewing their posts about us as they put into our replies before allowing them to be posted and affect our rating.  Further if a guest wants to write a negative review about a complimentary service you do not advertise and especially that they have not paid to experience and they had the option to partake or to ignore, then I do not think that it is relevant to a Booking review and Booking should omit it in the feedback and inform the guest accordingly.  Just as I also personally think that if you have multiple guests from the same stay dates posting reviews and several provide a score of 10 and 1 so called "wronged" guest who has an axe to grind because the sun rose too early that morning and they want to hold you responsible because they did not get 10 hours sleep after returning at 3 am from a night of partying on the town and want an extended checkout time and you are unable to accommodate dur to incoming guests, then when pointed out by the partner, Booking should remoe that review or at a minimum, should stop refusing the reply that you provide pointing this fact out to future guests and setting the record straight!!  Why is the guest ALWAYS RIGHT when it comes to reviews?  I mean, after all, Booking is the one that calls us PARTNERS, doesn't feel very partner like to me.  Booking should have the partner's best interest in mind and take these factors into account, after all, they do make money on our bookings and we both lose when a potential guest is infected by the untrue negativity of a former guest out for revenge.

  • Avatar
    monet208

    It seems from the many comments partners have made in this forum that every member believes guest lies should not be published in a review if you prove they are lying and secondly there is no one on the forum who believes BC puts partners before guests if you have an issue with guests

    Brooke who looks after this Forum obiviously had no influence in putting things right

    This makes an important role of this Forum total rubblish

  • Avatar
    Ditk8

    Monet208.  How can we make Booking.Com change..  They do not listen at all it's just the same standard reply....No!

    I personally don't mind the 2.5, Ihave  had three 10s since.  Its the wording I object to. 

    Booking.Com have insisted that it is ok for the guest to call me a liar, a thief and to tell all future guests that book with me to be aggressive with me and create trouble for me.

    BC have totally refused to remove the wording.

    Pibomarco.

    I posted my reply on the review 3 weeks ago, it was polite and stayed within the rules of Booking.Com

    However Booking..Com have still not approved it and when I asked them why, if there was a problem they said no it was fine they were just busy.  So for 3 weeks this guests review has been posted and my side defending myself  hasn't.

  • Avatar
    pibomarco

    "We can not" make Booking.Com change at least not instantly. I wanted changes / new updates regarding payment methods, policies etc back in 2009, for which were implemented just few years ago. It would be esier to accept their business model as it is and adapt. Or you can choose to be frustrated and be angry at booking.com. In early years I hold a really big grudge against BC, because they acted like they were the owner of my property. I was also suspended for few months because of some wrong doings against their rules.. Which sucked, because I did receive less bookings because of that. And I realised I need them more then they need me. The fact is that they improved a lot since then and currently I don't have any big issues against BC. A bad review/bad guest still gets me, but not as much as it did before.. I found my peace after 10 years workign with BC lol. Also this is more of a partner help, that we as a community help each other specially to ones that jsut registered to BC and have questions. We can not exspect that this forum will influence into changing BC rules etc.. Because the issues that we post, are standard ones.. They do aware of the problems, but there is always more to this for a billion dollar business, not just from our point of view. At BC there are milions of owners billions of guests.. sure most things are automated, because of the repetitive issues. The fact is that the gave us a lot of tools that we can use, to protect ourselves from damages, late cancelations, no-shows.. etc.. Regarding the reviews.. prooving is hard and to much time consuming.. better to do your best as a host, and move on.. :) 

  • Avatar
    Murciafit

    DitK it seems like a current trend of people going around doing this, as I have stated in another post, similar has happened to me. What surprises me is the lack of action booking.com take

  • Avatar
    Murciafit

    Monet208 it’s also a safety concern, because guests become vindictive and if booking.com pats them on the back and allows such animal behaviour, there will be a guest who may go too far. I have received threats and absuive message to my phone, still am, since three months ago, and due to booking.com refunding him money after trashing my house, basically giving him a free vacation, they set a tone for future guests. Many great guests, unfortunately the bad ones will increase with such procedures 

  • Avatar
    Asad Chaudary

    if a guest has been reported for misconduct and there is sufficient evidence to prove that to be the case, I don't see why booking can't either blacklist the guest or prevent them from writing a review. 

    I know I would be livid if a guest was allowed to post such a blatant lie when all evidence points to the exact opposite. 

  • Avatar
    Ditk8

    Persistence does pay off!!!!
    After numerous telephone calls, emails and even an email to Booking.Com's CEO. Booking.Com have finally accepted this guests review was against their policies and was as I said threatening, vindictive and a lie.
    They have therefore apologized and said they will remove the comments.

  • Avatar
    pibomarco

    That's great info Ditk8! 
    From my point of view if any negative review should be deleted it should be in your case due to the nature of a threat and guest being hostile.

  • Avatar
    Ditk8

    The score still stands but I wasn't concerned about that it was the wording and inciting future guests to make trouble for me. I still cannot believe Booking. Com allowed it to be posted in the first place. So my advice is don't give up

  • Avatar
    Asad Chaudary

    I'm really pleased to hear they have agreed to remove it, especially as you say the review was inciting trouble for you. It's impossible for Booking to justify keeping it up there against your profile.

  • Avatar
    Ditk8

    Monet208. Yes I agree it is a safety issue, one which Booking.Com need to handle differently. I agree with Assad that if a hotelier can prove the guest is being vindictive then no review should be allowed.
    Vindictive and hateful reviews are not useful to future guests because they are not being informative.

  • Avatar
    monet208

    Until BC charge their terms and conditions this situation will continue to happen time and time again so nothings really changed as youvscore has not been removed!!
    Laterooms send you a review for comment before publication and if you can prove the guest has not been honest in the review they do not publish it
    That shows care and respect for their partners and make them feel valued

  • Avatar
    Jogimarianne

    I echo these experiences and the defenselessness Booking.com leaves its so-called Partners in. The fact that there is no review system to keep track of the guests' behaviour makes them feel they can get away with anything and is one of the reasons why many use booking.com instead of airbnb. I wish someone with the appropriate skills developed an app independent of booking.com where partners could leave reviews of their guests in turn. That would only be fair and help to develop accommodation culture and the way we treat each other in the first place.

  • Avatar
    Murciafit

    I have finally had a positive result with my vindictive guest. Perhaps it just has to be directed to the correct channel, but I did receive the correct result, however the review has still been left by the guest. I do agree that in certain circumstances booking.com should remove review, it should be based on a case by case basis, that way you would not have so many disgruntled hosts.

    The senior members that I have dealt with at booking.com have acted accordingly and with professionalism, so last week I was frustrated with my dealings, but today I am satisfied. At the end of the day, it is a choice who we advertise with. If I find one company to cause too many issues, then I would simply take my business else where.

  • Avatar
    Ditk8

    Hi all thank you so much for all of your comments. Just as an update. As you know I received my apology from Booking.Com. I also have received a few hate mails from friends of my past violent guests.
    I unfortunately have had to have a panic button installed in my home because it is still believed there could be a risk to our safety.
    Whilst it is my choice to continue advertising with BC because all of their policies suit me it is also time for BC to change their review policy.
    Thanks for all of your comments.
    Di

  • Avatar
    fluff

    I have had one bad review removed from public view because it was both racist and extremely rude, apart from my real complaint of it being a total fabrication.

    Even then, the low rating they give stays, effecting your average and the comment remains on your internal reputation at B.C. So it's not not really worth having the untruthful review removed because you then cannot reply to set the record straight.

  • Avatar
    Ditk8

    Hi fluff..you can still make a review, the guests comments are not shown but your comments ate still shown. Unfortunately the guests crap review points are still applicable. So if a guest burns your hotel down their 2.5 review is still allowed.

  • Avatar
    Ditk8

    For me it was more important to remove his review because he was inciting other Arab guests to incite violence against me and my family..

  • Avatar
    Ditk8

    So everyone understands..
    I have had to have a panic button installed in my home, this has not just been about Booking.Com the guest was upon booking able to receive my telephone number and has threatened me several times.

  • Avatar
    Murciafit

    Ditk8, sorry to hear this story. It’s really terrible, especially when your safety is threatened. I have had some similar issues of safety, threats etc, but not as severe, what a worry for you. Also, this thing where they send future guests to cause more trouble for you, is such surprising low life behaviour, which I have witnessed and heard from other hosts too, it’s vindictive. I hope you manage to move beyond this negative issue and not have any further trouble.

  • Avatar
    Melindadc1

    They can post pretty much what they like.   Can call us what they want and say what they want b.com don't care as long as they get their commission!!!!!!!! 

    This is the heading for a review we received and b.com won't take it down

     

    • Give money to onest people not to those criminals

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