So up until last week my review score was 9.2
In May 2018 I had 2 very bad guest groups both groups from UAE.
The first group a family of 4 booked for one night and liked the apartment so much stayed for an extra 2 nights.
Upon check out the guest refused to leave at the final time so we charged him a 20 euro check out fee. He became very aggressive and violent so much so my neighbours heard and called the police he left before they arrived.
Upon checking the apartment we found it was very badly damaged, hopes in walls, sticky jam over carpets, furniture walls and windows. Burnt pots and pans. They had even left faeces under the bed. I took photographs and reported it to Booking.Com who promptly replied saying it wasn't good enough and I could charge the guest for the damage.
The next set of guests also a group from UAE.
Booked and arrived within 5 minutes, they gave me fake credit card details, which they admitted to said they would pay by cash. Then they refused to pay the full amount and refused to deal with me, a woman only my husband.
When my husband told them they needed to check out at 10am they became extremely aggressive towards him shouting loudly and screaming. My husband asked them to leave and they calmed down. I emailed booking.com and told them the problem.
Eventually everything settled down.
You might think these were bad enough but the icing on the cake came when they left their reviews. Both guest groups left 2.5, one guest was allowed to call my husband and myself in black and white a liar and a thief, criminals, fraudsters, we should not be allowed on booking.com.
I was so annoyed I called customer services to ask for this to be removed, they refused even though it is totally slanderous. So I emailed again, not possible.
I have since also emailed booking.coms CEO Gillan Tans to ask for help.
The reply was very quick she forwarded it onto someone in Customer Services who said...sorry they will not remove it, his exact words were...it isnt possible for booking.com to remove reviews. However it is acceptable for a guest who has wrecked my property to call me a liar and a thief.
I am told by my neighbour that can read Arabic that this guest has also tried to incite other Arabic guests to also be aggressive to me in the future.
Booking.Com do not support hoteliers and it needs to stop. They are enabling guests to ruin businesses and hoteliers reputation's.