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26 comentários

  • Avatar
    monet208

    This is very encouraging as a start
    But since guests cannot leave an anonymous review why cannot you go all the way since you will gain a lot of respect from providers and a lot less criticism!

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    Ychernin

    Review not supposed to be anonymous, some guest not happy with something and blame staff and rooms, provided lie . This unfear, and rview department doing nothing to remove it, as result partners and booking.com suffered losses.

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    monet208

    Why is booking.com not putting in their terms and conditions that proven lies will be removed?????
    In our case the guest booked a room with a private bathroom and then put in thecreviee he booked an ensuite room
    Booking.com knew the room he booked was not ensuite but would not remove his lie from the review!!!!!

  • Avatar
    royalclarencehotel.com

    EXACTLY the same thing I am currently dealing with David.

    Not only is the review a lie, everyone can check and confirm it is a lie - yet it meets Bcoms review guidelines.

    Worse still - my reply is still awaiting approval 6 days after I submitted it.

     

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    Bcom say they have to protect the reviewers privacy.

    IF the reviewer doesn't want to use their real name, they can call themselves Fred, Esmerelda or Tallulahbelle for all I care.

    The problem is that WE cannot investigate the comments - even to rectify something we got wrong - because we cannot identify which room or which staff member the person is reviewing.

    -------------------------------

     

    I keep saying it people - the ONLY way that Bcom will listen and take action is if their income goes down.

    Move your best selling nights to other OTAs or add a 20% premium onto Bcom rates but not other OTAs

    Guests will find the best rate - don't think for one minute that removing inventory from Bcom will cost you bookings.

    ----------------------------------------------

     

    Bcom COULD be industry leaders in so many things IF they worked with the people paying their salaries.

    Tripliar are still No.1 for reviews but if Bcom overhauled their review system I believe they could steal that No.1 crown from TA.

    Ain't gonna happen though sadly.

     

  • Avatar
    Ronali

    To be anonymous is one thing, to receive a review full of untruths is another.  We've had both.  I contacted B.com to express our concern, sadly nothing happened, and the review is still there for all to see.  I wrote at least 3 times, but was told everyone had a right to express their opinions and that we shouldn't expect to have positive comments all the time.  I agree wholeheartedly , but not when their comments are untrue, and when it affects our ratings, which we've worked so darn hard for. 

  • Avatar
    monet208

    If someone tells lies about you publically and they are printed it is called "defamation of character"

    The law states "Defamation is generally defined as “communication of a false statement that harms another’s reputation

    There have been many cases where this has happened to an individual or business who have  then taken legal action- a solicitors letter does not cost much- against whoever has said and/or published that lie

     

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    Ronali

    Thank you very much David, that's very reassuring.

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    Gary Bevan

    After 3 consequent scores of 10, my property was given a 4 without comment. When I emailed the client for an explanation he explained it was because I was English and he would not have rented the property if he had known. I considered this racist and advised booking.com that I wanted the review removed including a copy of the email. Booking.com refused. With such overwhelming evidence put in front of you I still find it difficult to understand your refusal to remove this racist, biased review.

  • Avatar
    monet208

    See my previous post of defamation

    Publication of racist comments publically can be treated in the same way and is overseen by a Department in UK and other governements

  • Avatar
    Gary Bevan

    Thank you David.

     

    I was very upset that booking.com did not act, considering after some investigation I found out that the clients had spoken with them prior to the arrival date expressing concern that I was English. 

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    Gary Bevan

    In addition, my real concern was that if the client posts a low score but is too much of a coward to leave a comment, I cannot reply. This is very unfair.

  • Avatar
    Graham Fisher

    Don't get too upset Gary, it is all part of being in this business. 

    It is better to work on the basis that there is no way on God's little earth that you will please everyone... and just occasionally they will satisfy their own mean spirit by doing this i.e. 2.5'ing you and refusing to explain.

    Sadly it is simpler to forget and move on....

  • Avatar
    monet208

    Brooke
    What is the specific and exact law that says a guest can allow a anonymous review
    Why are we refused the right to respond to every review?

  • Avatar
    Graham Fisher

    Brooke - another option that one OTA used - was to allow each AP to delete three reviews in any twelve month period - their choice to remove one but ONLY three. 

    This allowed AP's to remove what they considered untrue/misleading reviews, but not in sufficient numbers to distort their overall score.  AP's had to think long and hard before potentially "wasting" one of their precious three removals.

    Perhaps worth considering?

     

  • Avatar
    monet208

    It is breach of Human rights not to allow anyone to reply to comments made about them in the internet whether good or bad

    It is part of your Human Rights to be allowed to respond to any public comment made about you

     

  • Avatar
    Jill Penny

    It's so frustrating that a guest can write anything in their review and you as the host, who has gone the extra mile to make their stay fabulous, does not have the right to answer truthfully, but abide by the guidelines of booking.com, unfortunately the customer is NOT always right and is NOT always honest about their stay.

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    Jill Penny

    I know Graham, I feel like Gary -  I take a negative review personally - I need to get over myself :( 

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    Ronali

    Hello Jill, yes the same thing  has happened to us. A review we received was full of untruths, with our guest of course being the victim here.  Our cottage was left in a terrible state from bed linen, to furniture that had been damaged.  The rating we received was so disappointing, and something we had worked so hard for over the years.  We wrote 3 times explaining the situation but was told by Book.com that we shouldn't expect positive comments all the time.  That we can accept, but not when a review is based on untruths.

  • Avatar
    Graham Fisher

    Jill/Ronali - as I said, it is  unfortunately a sad fact that there are a number of sad, bitter and untruthful people in this world, that get a twisted pleasure out of writing untruthful or misleading reviews - they take holidays!  It hurts for the owner, but all one can do is pray for them - the good Lord may forgive them, even if we cannot - and harbouring the hurt will only make you defensive with the next set of guests.

    I'm afraid the idea of three deletions of reviews per year, is the only one that I have seen work.... even two would be an improvement over the current situation.

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    Ronali

    Thanks Graham, regardless of the review we received, we still get much pleasure and enjoyment in meeting so many lovely guests.  Thank goodness the others are a minority.

     

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    Graham Fisher

    One also has to remember that we owners can cause the problems as well - we had a very nice couple staying this weekend; but for some reason the hot water ran out (I still cannot figure out why!) as the wife wanted to take a bath.... a somewhat frosty complaint - "Why is there no hot water??!" 

    I suspect they may be too well mannered to put their name to a complaint, but I suspect a bad anonymous review may well be on its way.... hey ho!

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    Jill Penny

    Good luck - on the flip side - we had a couple this weekend who so enjoyed their stay with us, She bought me a bunch of flowers to say thank you :)

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    Leandra

    I just need to understand

    There is everything done to protect the guest - their privacy, their reviews - where is the protection for the guesthouses?

    If it was not for us going out of our way to accommodate guests not always living up to our expectations neither we or Bookings.com would suvive - we are all in business and at  the end of the day to make a living by providing pleasurable memories for our guests -   but the guesthouse owners can do nothing to protect ourselves!

    So frankly where is the fairness in this?

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    Graham Fisher

    Leandra - you are dealing with the public, you are being very optimistic if you expect fairness...

  • Avatar
    Lazar

    Booking.com need to be careful allowing libelous reviews to be published, doing so implicates them as a 3rd party by law.

  • Avatar
    Graham Fisher

    I wonder if UK solicitors do "no win, no fee" Libel cases...??  I'll bet they do not...

    I also wonder if Bdc would claim they cannot trace an "Anonymous" review back to a customer... I'm sure that would be their excuse.

    Sorry if I come over all cynical folks!

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