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Guest review feedback

Dear friends

is there no way that we can request Booking.com to make it compulsory for guests to explain why certain points are given on the reviews?

My issue is that even though 110% of my apartment is cleaned by myself and my husband on our knees we still get guests giving us a low score on cleanliness sometimes and how can we improve if we have NO idea on what they felt was not clean? It sometimes feels that guests score according to their moods that day. It really upsets me as this has an impact on our review scores and ultimately our business, Any ideas guys?

 


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Mashi Niwarthana 4 years ago

Otherwise I prefer if we also can give a feedback about the guests who stayed with us as they give a review for us. What do you think ? about this guys..?? 

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Moira 4 years ago

Thats my point and both must first give their views  and then both can see it only itherwise it can vecome a tit for tat lol

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M Adamopoulou 4 years ago

Hi Mashi!!!

Nice to be hear again!!!

You are right we should be able to review our guests.

Wish you a wonderful day!!!

 

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Moira 4 years ago

Mashi I feel its only fair yes. I just had amazing guests and everything went perfect ....then I got an 8.8 from them. We became friends while they were here and exchanged numbers and email addresses and when I spoke to her I asked what we must improve on and she said straight she always at good places leave 9.8 but bookings.com scoring was confusing to her and she apologized as she wanted to give 9.9????? So yes not even guests understand this scoring....sad

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M Adamopoulou 4 years ago

Dear Moira it happened to me also.   Please call or message your guests to call booking.com  and ask them to send second email because they made mistakes and want to change their review.

If guests ask for it booking.om will change and review.

Hope I Have been of help and you get the review you deserve...

 

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Moira 4 years ago

Well I did bookings.coms survey today and told them I am NOT happy with ther review system. 

I hope everybody did that so they will take note xxx Have a blessed weekend u all xxx

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Désirée van Schaick 3 years ago

Hi Moira, 

For us it's the same: my husband and I spend about 1 1/2 hours per room to clean.Like you I am on my knees to clean the floor. Still sometimes people score the cleanliness lower and when I ask them what was not clean in their room, I never get an answer.

And it's not just that category: today we got a score of 5 on facilities. The free internet in the communal areas, mentioned on Booking, has been upgraded so guests have access in their rooms and on the terrace as well. These guests, who were very demanding and basically treated us like servants during their stay, were told they could put some things in our fridge and took that as a go-ahead to take over half our fridge with bottles of wine and water and six-packs of beer. When they left I allowed them to take some plants from my garden. Which facilities were they disappointed in? We got a 5 on comfort when we have beautiful big rooms with very good and comfortable beds... no idea what they found not comfortable. Yes it was hot - we can obviously do nothing about that. It happens in august. 

Basically guests can score any way they want, even if it's complete nonsense. I would really like the possibility to rate guests. 

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Moira 3 years ago
NO.....That is so sad?sorry to hear. But keep your head hugh and be proud of your work xxx I honestly feel that we as hosts must stand together and demand ti score guests. We are always the l9sers....just take the Covid cancellations....we just had to bend the knees and eccept free cancellations even a day before arrivals.....we even have to pay comm. On our cleaning fees that is a direct cost to US nobody else. Booking.com must start looking after us too....dont you agree?? We nearly lost all we have do to Covid.....should we not even at least have the right to score our guests????
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M Adamopoulou 3 years ago

I strongly believe that the major problem in reviews is that most guests don’t understand the importance of writing a fair review.  

It’s not only us that are loosing from negative unfair reviews but also our potential guests...

It’s unfair for both hosts and guests...

Wish everyone a nice weekend!!!