Booking.com should upgrade rating point system

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  • Avatar
    pibomarco

    I have quite "a lot" of 10's. :) 

    I am annoyed mostly by the italians. Average rating from them is 7,5. It's kind of 4 out of 5 stars I think.. Although they write it was everything great and no negative remarks.. Cleanilines 7,5 (although it was spotless), staff 7,5, location 7,5, facilities 7,5,... Not sure what 10 represent for most of them lol

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    Tendenbigh

    most rating on booking.com is terrible and dishonest. 

  • Avatar
    pibomarco

    Mine are overall quite honest. 

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    Sonstbbs

    I think there should be a separate rating system for hotels and one for B&B/guesthouses on their system.

    We run a 3* B&B...we offer guests a comfortable bed and breakfast experience with their own private en-suite facilities. 

    We don't have a reception, swimming pool, lounge, bar or anything like that. We are a 10 minute walk from the centre of town. We have a private on-site car-park and are front line beach. I describe everything guests have available to them in their rooms...tea/coffee, free Wifi, TV, central heating/fans, extra blankets, hot water bottles, soap, flannels, face wipes, towels etc and yet get marked down on facilities??? It's crazy. And how come guests are now rating coffee....?? Really? 

  • Avatar
    pibomarco

    Hotels are overall rated lower then B&B's/Guesthouses, because of the bigger amount of guests staying there. 
    If I recall correctly coffee is rated only for us (owner) to see, not a public rating. 

    In my area there is lots of competition, everyone is renovating their places from B&B's to hotels etc..
    If you have equipment/furniture that is outdated, maybe it is time to do some renovations...

    I've made some major renovations last year and continuing to this year and it is quite a difference in overall rating.. came from 8.2 to 8.7 and rising slowly but surely. 

    For example in italy, lots of B&B's guest houses are rated above 9 and they don't meet half of the quality of stay as at my place. The difference is that the owners are really welcoming (almost too much), always asking: is everything OK etc etc.. grannies insists to take the luggage for you in the room etc.. and at the check-out they ask you if we can rate them "10" on booking.com. And obviously it has an affect.. Unfortanetly I am not that kind of guy to "beg" for ratings. :) 

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    Sonstbbs

    Well I'm glad , to hear that we, the owners are the only ones that view the coffee rating....it is a very subjective thing to rate though...

    We too have spent the winter months upgrading, new carpets throughout, new furniture & décor.. the facilities tab is just a bit of an ambiguous field and one my neighbour & I enjoy a good moan about when we're putting the washing out!

    I'm not one either for asking for 10's but know plenty who do....I run at a 9 and am confident my guests can tell the difference when reading reviews as to the petty things some people put.

    ....a couple of years back, after a couple stayed a week....got to know them chatting at breakfast etc, they knew my family set up...this is my job...my husband has his own other business...they left a review saying  ' never met the husband, very unprofessional, made it look like a one man band' had to laugh out loud on that one. My husband said he'd walk through the breakfast room with jazz hands if I wanted him to!!

  • Avatar
    pibomarco

    If you have a 9+ it means, that rating system is doing good for you. :) 9,2 or 9,8 basicly makes no difference for the guest while deciding where to book.
    Personal touch with the guest is very important (it's almost like asking give us a 10, but you don't have to ask). I am more likely to avoid guests and having "deeper" conversations so the staff rating make my rating little lower that it could be.. But we as a family run property (me & my father)  can accept aprox 60 guests in total.. constantly busy and basicly don't have time to spend time socializing with guests.

    Keep in mind, that we as hosts are more like a mental hospital for patients with a "free" pass. :) 
    There are so many different guests, cultures, perspectives so its not worth of a stress when someone gives you a lower rate.. Hell, I even put new nintendos consoles in the rooms as an addition etc, but there will always be some guests (patients) that are unhappy with themselves, so everything they see is negative. It's not worth of a stress. What counts are those other guests who made your property to rank at 9+. And luckily these guests are in majority and those are the one that counts and gives a true picture of your property. 

  • Avatar
    Ron French

    Hi all New to this ...well relatively....just reading this with some interest and would like to say just remember the old saying you cannot please all of the people all of the time. We have had some very good ratings but your property cannot meet everyones expectations we are all different! But i do agree the b.com rating system could be a bit more extensive ....i fi read 75% i think oooo whats wrong but when you actually remember thats 3 out of 4 nothings wrong in fact its very good anyway back to work lol

  • Avatar
    pibomarco

    Ron you are totally right. :)

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    Sergiu

    It's a bit comforting for me to see that I'm not the only one having this frustration. I am hoping that after many posts, Booking will one day take a look and maybe make some changes in their absurd rating system.

    The situation as you guys mentioned is simple. As host, We are rated from 1 to 10, however, the guest has only 4 main options of rating (not even by numbers), leaving only 4 possible outcomes. 2.5 / 5 / 7.5 / 10. How is this logical, I don't know.

    I am currently struggling with a 9.8 rating score from around 60 reviews. I am working very hard on reaching a 9.9 score and maybe one day 10. I'm positive like that.

    However, I can't but notice that after having 8 straight 10s from guests, the 6 scores that create my final score haven't even blinked. NOT ONE?!

    It's about time somebody did something about this situation. And while they're at it, also enable the option for reviewing the guest. That would be a cause of celebration.

    Best,

    Sergiu

     

  • Avatar
    pibomarco

    Struggling with 9,8 lol. 10? It will never happen. Mathematically not possible and not logical. 

    2.5 still better as 1. 

    Sorry, but your perspective is weird. :)  

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    Ron French

    you really should go look around at other hotels ratings....over 9 wow dont cry with that...from what i can work out an overall rating above 7.5 is good above 9 is outstanding....perfect 10s? not a chance in hell lol ...our average is 9.6 and i think that is amazing .....so yous yours is truly amazing....the devils in the detail

    and plus if you had a perfect 10 and i was looking to book...id be very suspicious ...just my opinion

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    Ron French

    9.8 average 70 ratings man you are my hero that is absolutely amazing !!

     

  • Avatar
    Sergiu

    Thanks for the feedback guys,

    @pibomarco - from my experience, everything is possible. One of the main reason is that Booking deletes ratings & reviews older than 2 years, keeping them "up to date" so to speak. This way, if you keep providing top notch quality, you can eventually move past the bad feedback, assuming you've improved.

    Another perspective is that you don't need to have straight 10s to be a 10. Booking rounds up from somewhere around 9.95 to 10 automatically because they don't show 3 digits number.

    Last but not least, I am confident that at one point, they will improve their rating system because as mentioned, for the moment it sucks! As long as you are able to get a 6 general rating (as an example), you should be able to give the 6 score when rating, not just 2.5, 5, 7.5 & 10. Also, it is not normal for me that hosts don't thinks it's possible to get a maximum score if they offer great value & services.

    Ironically, I'm from Romania where back in 1976 at the Montreal Olympics, Nadia Comaneci, our athlete got the first 10 ever to be registered in the Olympic Games.

    My mentality is the same as Henry Ford's. "Whether you think you can or you think you can't, either way you're right."

    Cheers!

  • Avatar
    Sergiu

    @ron french - I loved the remark about being suspicious :)) Haven't even thought of that.

    However, I'm sure that when the time will come and you'll encounter such a "rare Pokemon", you'll most likely be more intrigued than suspicious.

    In the meantime, I'd be happy to welcome you to my home any time you are around Bucharest / Romania. This way, we can exchange impressions on how to be better :)

    Keep up the good hosting!

    Sergiu

  • Avatar
    pibomarco

    Not possible and basicly not even worth commenting any further regarding this matter. I'm a realist not a dreamer. :)   

  • Avatar
    Sergiu

    @pibomarco - everything began as a dream before it got real :) I'll bookmark this post right here and give you a buzz when things progress :)

    Best,

    Sergiu

  • Avatar
    pibomarco

    Buzz when you will receive a review below 9, it's more realistic then your expectations. ;)

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    Mjfernance

    The rating system is definetly floored. It seems the more reviews you receive the slower your overal score is to change. I have 147 reviews with an overal score of 9.8, I have received only one score of 7,5 from an anonymous review in August 2018 and 4 review in the 8’s. Yet this 7.5 was was enough to drop me from a 9.9 to a 9.8. In September so far I have had 14 straight 10 review and no movement. I’m pretty sure it will be basically impossible to ever go back up, more realistic to actually slowly slide down.

  • Avatar
    pibomarco

    Go back up to where? lol 

    It's just a simple math
    14x 10 = 140 + 7,5 = 147,50 : 15 = 9,833333333333333

    "Reviews stay on your reviews page for 24 months. After that time, they’re automatically archived and can be found at the bottom of your property page.

    Once reviews are archived, your overall score will also be recalculated using the reviews that are still online."

    @Sergiu any new updates? :)

  • Avatar
    Mjfernance

    I have had 27 10’s since the one 7.5. I have 104 10 reviews out of 147. Like I said i understand the math, it would be nice to go back to a 9.9 but as reviews go it’s definetly a slow decline, up to the owner how slow or fast they fall that’s all.

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