Location rating issue

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  • Avatar
    Vanzylproperties

    Hi Supic

    I have had similar rating problems.

    Our guesthouse is situated in a nature reserve, far from the city and all the hustle and bustle.

    This location was intentional so as to give the guests a tranquil and peaceful stay and to also give them that nature experience.

    The guests always love the experience and the place, but some end up complaining that it it too far. And that for me is a concern i can't seem to fix.

    We do make mention of the distance and also mention the amenities near the place.

     

    I can't think of any other thing we could do.

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    Cultural Tour

    I agree. We can't pick up our establishment and relocate it after they knowingly booked the location, then to make a negative comment on it. We work hard so we ask guests to try to be reasonable in their comments on the location. However, I must say that overall, guests reviews have been excellent and a big thank you for coming.

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    Info

    I think the issues are people not reading the spiel and us managing their expectations. I agree it's frustrating when this happens. The way I manage it is to send an e mail to everyone when they book that mentions anything that people may not have noticed. For example I am a TV free B&B but have excellent free and fast wifi for watching on a device. I mention this in the introductory message and anyone who is not happy with this can cancel straight away. 

     

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    Allan Withers

    I also agree, Booking.com should rethink. I think an establishment might be placed in the middle of nowhere but is convenient for what ever reason the booker has. Unfortunately this doesnt help the rating which i think is unfair. "Location" should be dropped!   

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    Blagoje Supic

    Yes Allan, LOCATION rating should be dropped, and replaced with the ACCURACY rating of the accommodation.

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    jewel

    This is the whole things, location and prices are listed there when the booking is made or when they are searching, of course, there is a difference when location and price. So many people tries to get the cheaper accommodation so they can get away with the fee or so , but when they realized they have to pay for the transportation, it adds up. So they complained about it after fact, and the fact the price and listing or location is there. They do not read and do enough investigation so they want to blamed the hotelier for the location? WHy dont they blamed they are being cheap ass guests and do not want to pay.

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    Liz M Lockwood

    Location should be dropped on all platforms unless it specifies that it's too noisy etc. Nah then you have the whiners who want complete access to nightclubs but it's too noisy if they want an early night! Definitely our guests see exactly our location and just because they're too cheap to book closer to their sisters house that lives in an expensive accommodation area, doesn't mean we should be dinged on location. It's such a grey area it should be eliminated.

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    C297

    I also think 'location' should be dropped. Many guests don't read the description or don't look on the map... and most don't know Johannesburg.

    And the description written by booking.com (which I don't seem to be able to have changed) doesn't help either...

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    Garyh1970

    Location should definitely be dropped. A map of the precise location the guest is booking is helpfully provided on each property's page so there should be no need to rate it as presumably the guest knows exactly where they are booking??

    Actually, I asked for feedback from some guests who had marked my property down on location, only to be told that they thought the town where my property is centrally located, lacked good pubs and variety of restaurants!! So they were rating the town and not my property!!

    I have previously made Booking.com aware of my feelings on this subject so hopefully if they see that this rather ambiguous category is potentially damaging many property's overall rating, then perhaps there will be a rethink? 

     

     

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    Holidayhouseab11

    I also agree location should be dropped. I think ACCURACY is a great substitute. I was surprised when  a number of guests commented on our property photos and descriptions being true. I know myself from our own experiences that what you see on some booking sites is not the realty and very disappointing. 

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    Garyh1970

    Is anyone at Booking.com reading this thread and noting the comments being made?

    I have now very recently received a 2.5/10 rating on location from one guest and I know that this has nothing to do with the location of my property as it really couldn't be any more centrally located. I am fed up with guests using 'location' to rate the facilities (or perhaps lack of) in the town itself. I am not the local tourist board!!

    I would be happy to discuss my issues with the location category if someone from Booking.com cares to contact me.

    As I said before, location is damaging the overall rating for many properties. Guests can see the location they are booking so this category serves no purpose and needs to be removed!

     

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    Cultural Tour

    Totally!

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    Theestatekoroit

    Location Location Location  What do our guests truelly think,  the meaning of the word Location is?? We are located 250mm from town center on a quite road close to shops resturants pubs etc ....12km to  beach, 5km to natural reserve. We are constantly scored lower on location and have had written reviews state  " a bit far out of the way" which tells us that guests, when in this area,  book on availabilities,  price,  visual images,  facilities,  proximity to where they are or heading,  not a location. Either place definition on the word "location" or remove it all together.

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    Allan Withers

    You are spot on with your post Theestatekoroit.

    I placed a comment 2 mths ago with basically the same comments. 

    I'm still getting high scores but the "Location" is annoying. It obviously may help a possible booker to make a decision on where to book there or not and thats why Booking.com will leave it there. NOT FAIR for the accommodation provider though.

    Also if the point system rating was a bit more flexible instead of going up down by 2.5pts 

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    Monicaeichenberger

    Hello everyone,

    I completely agree that 'location' should be dropped from the rating score. It can be kept in the preview of the property but should NOT be rated in review section. Replacing it with  ACCURACY is a very good idea.

    HEAR HEAR Booking.com please. It's extremely demoralising to see the statistics dip due to poor location rating. We can't move our property, so you must do something dear Booking. com management board. It'll be a win win situation for all - guests, room providers and the booking site if 'Location' is stated in the property preview and NOT in rating.

    Best regards :)

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    Maarsco

    Hi Everyone,

    I was just about to write to Booking to ask what criteria goes into the "location" rating as sometimes guests give my property a less than perfect score which they obviously have the right to do so howvere given that I advertise my property as a "Golfing Villa" and :-

    1. my property is a front-row villa overlooking the golf course

    and

    2. I find it quite frustrating to be receive a lower score on location! Could it be that the distance from the villa to the clubhouse of 500m (in a golf cart!) is too far !!

    I wonder if Booking actually reads these comments .....

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    Theestatekoroit

    Hi Maarsco, we're with you on this subject LOCATION. A individuals interpretation of the word location, can be very broard. Is it geographic or a site or position or situation or all????

     'DEFINITION' of the word LOCATION would definitely resolve this problem of, location rating by guests, assuming bookings.com reviews these comments........

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    Garyh1970

    I'm with you too on this one. As I've said before on this thread, location needs to be removed from the rating criteria. I mean why would you ask someone to rate a location that is clearly visible on a map that is available to view when making your booking? Either the location of the property is suitable (in which case, book it) or it is not suitable (in which case, don't book it). Simple. Don't book it knowing the exact location and then complain that it wasn't suitable!!

    For anyone that marks down on location I now reply along the lines of...Our location is accurately marked on the map you see when making your booking, we have not moved our property from that location...

    I'm not sure why Booking.com persist with the rating of individual categories. What's wrong with the way everyone else does it - rate your stay overall and add your review?

     

     

     

     

     

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    Adams House2

    I am also constantly amazed  by the low review rating on Location. After all i didn't go out and grab the guest and get them to stay. Can we not get Booking.com to alter this heading or remove it

     

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    Allan Withers

    Yes agree, Adams House2. I posted my comment 8mths ago with the same thoughts. Obviously Booking.com are just to busy to listen what their partners have to say. And weren't the only ones, mean to say I feed these people approx $600 a month, how about listening to what we say B.C.!!

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    Corinne Orde

    I too get marked down on location because I'm in a woodland location and the entrance is hard to spot among the trees. Also they complain about the location because taxi companies are scarce and expensive. Yet in the same review, guests will comment on the lovely garden and the beautiful grounds! So the same guests are marking me down on location in the score ratings at the same time as saying it's a great location in their comments. Most unfair!

    The reason Booking.com will never remove location from the ratings is that it is one of the most important components of the overall guest experience.  B.C. want to steer potential bookers in the direction of somewhere that previous bookers have rated highly in terms of location, so anywhere that's got 10/10 for location (e.g. gorgeous sea view in unspoilt area within walking distance of restaurants etc) is going to do better than somewhere that has any kind of shortcomings. Guests writing reviews are seldom thinking of us, they're mostly thinking of what they perceive might appeal to (or displease) other potential guests. As for B.C., the only thing they're interested in is having a load of great places and attractive location shots come high up in their listings so that everyone will say to all their friends "Use B.C. It has the best places to stay". Let's be honest with ourselves here. When we go on holiday, what's the first thing we think about? Location. 

     

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    Allan Withers

    Hi Corinne,

    Agree with most of things you said. We are position half way between 2 large city's approx 4-5 hours each way so a lot of our bookings is  "Just an over night stop" other bookings from B.C. are from friends or relatives visiting. So our bookings shouldn't have anything to do with Location. Our location isn't regard as a holiday location so we will never be rated very highly. Come on B.C. how about showing a bit of compassion! Delete LOCATION  on these none holiday destinations!

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    Adams House2

    I have just checked again the details on my property and it clearly tells the potential guest (PG) where we are in relation to attractions. The PG books the room with a first priority being cost, then facilities such as parking & WiFi. I believe that location is not always the issue - UNTIL - they get to the property. There clearly is a problem for providers in this area and also in the 'directions' area. Do we know if BC even monitors this forum

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    Garyh1970

    Hi Adams House2,

    Apparently Booking.com do not monitor this forum.

    I continue to have an issue with Booking.com allowing guests to rate location. I have spoken with two different Booking.com employees and asked each their interpretation of what is expected of the guest when rating location. I was given two completely different answers. So even Booking.com staff do not seem to understand what is meant by location.

    I agree that I have control over staff, facilities, cleanliness, comfort and value for money but I do not have any control of the physical location of my property. It is where it is. Its location is accurately described and a map of the exaction location is provided. If that is not suitable to any guest then they simply should not book. I have a major issue with Booking.com allowing a guest to rate location at all, let alone rating it knowing that it was never suitable. 

    We are accommodation providers not the local tourist board and, in my opinion, it is extremely unfair of Booking.com to allow guests to rate something that is completely out of our control which, in many cases, is lowering our overall scores.

    As well as speaking with Booking.com, I have responded to surveys and sent messages on this subject via the extranet. I have yet to receive any feedback.

    Booking.com say that they listen to their partners but how do we collectively get across our point and insist on change?

     

     

     

     

     

     

     

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    Zoinks

    Garyh1970 it is monitored :-) 

    I regularly read complaints (not just this thread) from hosts that guests do not give fair scores for location since guests should know beforehand where they are going. I usually get honest and reasonable reviews when it comes to location.(I am ignoring those handful which marked everything as bad)  

     My property is not in a 'touristic' region. There are no clubs or even a coffee shop which is open throughout the day within a 2 km radius. But there are other things which make up for it - public transport is literally metres away, shops are within easy reach, parking is easy and free. These are the things which influence guests when they think of location. Personally, my ideal holiday is some place which is isolated but most guests when thinking of location do not just think of the physical location but the amenities which are available.

    Also, some descriptions of locations can be misleading. We once stayed in a Paris hotel and we were told that the centre of Paris was reachable by public transport. What we were not told was that the trip consisted of a bus ride, then a train ride then a metro (or maybe it was another bus, as this was some time ago). 

     

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    M Adamopoulou

    Hi Adam House2 I am The Adam’s Studio in Oropos Athens Greece. Where is your location? So we both have problems with the location, what can we do about it?

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    Zoinks

    Another thing: Location seems to be an issue when it comes to reviews for some. Some of us have issues with other scores: I and at least one other host who has a property similar to mine have an issue with the 'cleanliness' score. Since my property is semi-historic it has features which to some people who do not understand their value may indicate a lack of cleanliness. Antique hand made tiles on the floor are not like modern ceramic and over the decades they stain - some people - including me love this slow ageing as it adds to the historic value of the place. But guests who do not know about this may think that the floor is not as clean as it should be. Hundreds of years old walls made of hand hewn lime stone slabs - each a little different from the next may look shabby to someone used to stainless steel and plastic. But those who appreciate these things look at it differently. So what should I do ask for ' cleanliness' to be removed from my scoring? 

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    Katerinka12

    As service provider I find Booking very comfortable and accurate when giving location. It mentions nearest Landmarks and distance from them. The map with competitors is also so helpful. You can use additional description at the bottom of your page using User Profile description on extranet. That's not to mention visual presentation in your photos.

    I honestly believe that Booking is doing well about location. It's people, who are the problem. As they find location is easiest point to complain about. Something like hey, I will not give you 10 score. Let's find some imperfections...

    Imagine what kind of location we have. Luxury world class area. Two casinos (second is brand new). 6 star hotel is 1(!) minute away. 5 stars hotels are 5 minutes away. Hilton is coming, they will never choose less than excellent location. Hundreds of restaurants. Non stop live music bands performing. Cinema, theater, biggest Ballroom in the country. Biggest spa in the country. Beauty parlors, massage salons, big karaoke bar. One of the few 24/7 groceries. 300m from airport through brand new fully air-conditioned walkalator. 3 kinds of free shuttle. To aiports, to main points of capital (absolutely free through paid skyway, which is super expensive) and one around the area (mostly for elderly as everything is walking distance anyway). Mall with luxury boutiques is 2 minutes of walk. Plenty of security guards. Tourist police station specially for foreign to address all complaints..

    And 😂😂😂 they are still complaining about location!

    So just relax... Give your best when describing how to find you and be helpful to your guests with meet up, instructions on transportation, getting taxi, etc. When they leave give them small gift like Snickers for the road or souvenir and say: dear x, if you are going to leave us review, we will leave review for you also ;)

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    M Adamopoulou

    Katerinka12 that’s exactly what I’m doing and with most of my guests we are friends in fb and have al little chat but as you said I think location is easily for them to complain. Thanks for your encouraging advices.

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    Garyh1970

    Joey - it was my Booking.com Account Manager who informed me that this forum wasn't monitored, so he must be wrong! Now that we have confirmation that it is monitored then perhaps the person monitoring it would care to comment on the points raised in this thread over the course of the last 8 months?

    I would agree that it is not just the physical location that reviewers think about when scoring location, it is indeed the local amenities too. For example, one guest told me that they had marked down on location as there were no bars in the town which they liked. Another said that the town lacked variety of restaurants. How are either of these my responsibility??

    As I said before, I take responsibility for all other criteria but I will not take responsibility for something I have absolutely no control over. When a booking is made, it is made for my property and not local bars, restaurants or any other amenity.

    If certain things about the location are so important to some guests then they should do some research before making a decision on where to book accommodation. 

    I also take your point regarding the issues you have with guests' interpretation of cleanliness. That's why I believe that Booking.com should not ask guests to score individual categories. What's wrong with an overall rating of your stay and providing some comments as seems to be the norm with Booking.com's competitors?

     

     

     

     

     

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