I have a bed and breakfast and my average review score is 9.2. A few days ago I got a very young couple who told me that they would be arriving at midnight (which is past my check-in time)They did not arrive at midnight, nor 1 am but at 3 am!! I was foolish not to report them as no-shows after midnight. When they arrived they said they did not know about the security deposit and they told me they had no money (my security deposit is Euro 50). I took the precaution of locking the front door as in the past I had a hard drive lifted from the room by two girls who ' escaped' without checking out.
At 8am I found this young couple trying to open the front door which they could not do as I had locked it. They were trying to escape without checking out. I soon discovered the reason. The room was a mess. At that point, I made a report with booking.com. Then I got an anonymous review from them ( I could tell it was them) and I messaged them through extranet asking them why they had given me such a low score and that it was not fair on me. I then got a shock when I received an email from booking.com warning me that they could kick me out of booking.com for trying to influence guest reviews. I am quite disappointed with their reaction and now I am even afraid to complain about abusive guest behaviour. The next day I had a booking for 2 guests - but three arrived - and at 11 am when my check in is at 2 pm. I told them that I had sent them several messages to which they did not reply and all they said we don't read email often. They kept me awake all night with their noise then at 2 am one of them sounded like she was vomiting violently for quite some time (They had not had any food from me). I lodged no complaints because as I said I am afraid of negative reviews. My message is this: do not be too accommodating with guests who show you from the start that they are problematic. Put your foot down and stick to the rules. That is what I will be doing.