Review of Guests so Partners know who they are dealing with

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19 comentarii

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    Peter

    +1. Especially guest that frequently cancel or no show. And some guests that have very bad attidue

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    Kangaroof2695

    I agree this idea! I was threatened by one of the boomers who canceled within 12 hrs ( she calceled at 23:35 on the day before her check in date) under non-refund police, as it is not fair if there is no respects to others and no responsibility for the reservation.

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    Jkangarloo

    This is an excellent idea! AirBnB has the right idea with this. I run a bed and breakfast, not a party hostel, and I would love to be able to weed out guests who come to party. 

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    Thepass

    I like the idea as well. To my knowledge there is no way to reject a guest for any reason other than invalid card  under the present BDC  system. If there is I would love to know it.  

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    Beachbreakcottages

    I agree, the Airbnb system works well. Also guest reviews should not be anonymous. We should have the opportunity to comment back and defend any negatives.

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    Kevin Monson

    I have listings with BDC, Airbnb, VRBO, and several others. My wife and I have been in the hospitality industry for 14 years. Not as long as some, but long enough to learn some things. I think I can address all of the above concerns with a simple solution. We are not perfect but we strive for perfection. We do NOT try to get everything under the sun when it comes to bookings. For the most part we simply do NOT MARKET to people that are looking for the cheapest thing out there. Those are usually the "problem" people when it comes to bad reviews and attracting the party crown. We have all but eliminated this problem by simply marketing to a higher income clientele. We raised our prices, and made our property reflect that. As a result, we only get good quality clients. It has removed completely the review problem, and the stress of having to worry about what kind of person will be staying at your place. We no longer get the party crowd . We get the business travelers and vacationers with lots of money.

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    Taylor Johanna

    Be very wary of a "lady" (in very loose terms) called from.  She and her husband trashed our beautiful room in the summer. Poured alcohol all over the bed and towels, and drove away drunk. Another NZ couple witnessed most of it and gave a statement but Booking.com said they couldn't do anything. The 'guest' even called Booking.com and tried to get a refund because she left before her second night and said she was unhappy I snooped through her stuff (complete lies). Vile vile people.  I facebooked her and they have 2 children. I feel sorry for the children. 

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    Info

    We also have prices to keep away the 'dodgies'.  We have been very fortunate not to have been 'trashed' but have had incredibly untidy, disrespectful guests - usually the ones with lots of money!  Most of the time guests have been wonderful but in some way we need those bad ones to keep us from becoming complacent!  

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    Kevin Monson

    One thing that helps TREMENDOUSLY is that we are a working lodge. We live here year round so when people stay here they already know they are not getting an exclusive vacation rental. This is what keeps people accountable at least at our place. Obviously this would not be possible if your vacation rental is one that they get the entire place without owners on the premises. For us its just one more way to insure we get quality guests. They know if the owner lives on the property they aren't going to get by with anything they want. As a result, we get the people who don't WANT to cause trouble. Here is our place.

    www.backcountrywarriors.com

     

    Kevin

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    Info

    I am a small B&B listed on booking, expedia, airbnb, trip advisor and our own website.  I totally agree that all sites should have named, not anonymous reviews, and that guests should  be reviewed as well as hosts.  I really like airbnb's system. It actually keeps both sides honest.  I also like that someone monitors the off-line comments, so that the truth can be told. 

    We usually have lovely, interesting, polite and conscientious guests who we delight in hosting.  But, several times a season we get people who are rude, ignorant or have unreal expectations:

    1.one guest DEMANDED donuts for breakfast - (we try to serve organic, healthy-as-possible choices), so my husband ran out and bought him a box of donuts, he still gave us bad review.

    2. another complained that it was too humid in our area (Aug. in New England it is humid!), and the AC in their room did not remove the humidity!

    3. another did not like the fact that the comfy robes we supply were not supplied in xtra large to fit her xtra large hubby! (this may have been donut-man's wife).

    While I politely replied to all these reviews, if there was an honest and transparent system like airbnb has, I would have said something closer to the truth so that other hosts could be aware: put these folks on the no-fly list!

     

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    Sonstbbs

    Ahh that's brilliant 'Info'....I had a couple a few years ago stay in our 'small double' room. It is marketed as such as we also have a double deluxe. On arrival the couple must have been about 20 stone each (270lbs ish) they were with us for one night B&B and arrived with a good half dozen bags.

    The review they left stated 'quite possibly the smallest room we've ever stayed in' ! 

    When I went to tidy their room next day there were 3 empty bottles of wine plus a few empty bottles of beer as well as empty chocolate wrappers etc...I felt like replying that they must have mistaken us for the local bottle bank judging by the empty's....but of course I didn't...

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    Keshapartments

    Thank you colleagues for such a positive response to the idea of reviewing guests. Bookings.com I hope you are listening to what your partners are saying and implement options for us to leave guests reviews so we know who we are dealing with. Bookings.com loves to give us the impression that they care about their partners, well, heres an opportunity to show us how much you really care. Can we expect some change in the near future to implement this suggestion? 

    Kind regards

    Kesh Apartments

     

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    Waikoninihomestead

    I agree,booking.com should be listening to us.   A review system like airbnb is great. Just read some of their reviews, they are a totally different tone in comparison with booking.com guests.

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    Info

    Perhaps the 'review system' could be improved so that the named guest (booking number & date of stay included) must list the issue, put it in context with an example, what they did to get it addressed at the time of their stay, & how it was resolved by the manager/owner.  In that way, it will make both the guest & the hotelier specifically accountable, & will highlight the area for improvement (if needed).  Because of the impact negative reviews have on the business & the staff, then it is only fair that anything negative must be substantiated - otherwise how can issues be addressed or improved?  However, I do NOT agree that hoteliers should review the guests - surely we are better than that.  This would quickly turn into a tit-for-tat situation, undermine the whole point of reviewing, & not be helpful to anyone. We are the professionals therefore we must remain professional!

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    Thepass

    Info - All excellent points and ideas.  I think your right regarding reviewing guests. Over the years I have had a few bad ones. And really unless they damage something or make a really big mess, in which case I just charge them, what is the point of reviewing guests except to make us feel better.  It wont change the guests attitude, it wont change what has happened and it is unlikely that it will prevent them from renting another room ( who has time to check out every guest they get)  But making the guest accountable for their review - that I'm all for.  It might even lessen those reviews like " It rained the entire time..." 

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    jannali

    for safety and security reasons hosts need to know who is booking their property. revewing potential guests gives us confidence airbnb are a community and  any guest not complying will be banned. why should guests mess up your home, and behave badly this could easily be changed by leaving a guest review, we had our first b.com guests stay and they were very good and would like to leave a review for them to let other hosts know. But from now have blocked calender as not confident enough to except un kown guests bookings with booking.com

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    Themaplegroveinn

    I totally agree that Booking.com should have a way for us, business owners to review our guests!    People need to be accountable for their actions!  And with Booking. com they are NOT!  I strongly believe that if the guests were also reviewed, they may think twice before being nasty for no reason and lying while reviewing our establishments.  After all, we the business owners are paying a nice little chunk of change to this business and they protect the guests more then they protect us!  Guests are allowed to say whatever they want, and nothing, and I mean nothing is done about it!  But we as business owners are censored!  I was even told how I should feel about a ridiculous review, by one of BDC employees!  REALLY?  

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    Taylor Johanna

    Completely agree.  I've had guests leave a bad review just because of silly things out of my control - they got lost driving here and had an argument in the car, didn't like the meal at the wedding, upset that not much is open in our town on a Sunday.  All things that are nothing to do with my business but I was marked down for.  Also may I say - perhaps controversially - we are Christians and have the 'fish' logo carved into our porch, door frame, gate etc, and FOR SURE some guests take exception to this and decide they will mark us down.  If there were some come back to ridiculous guest comments, then we would at least stand a chance!  Airbnb let us leave guest comments, so why not Booking.com?

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    Jojoloves17

    I am new to Booking.com and yes, I agreed with the review system by the host. After all, we paid commission to Booking.com so why would we subjbect ourselves to humiliation and damage to property that possibly cost more than the deposit and booking itself? I rather not risk my home.  

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