Hi Joe!
I'm really sorry to hear about your experience. Could you please post your booking number so our specialized team can investigate this further?
Hi Justjonesx4,
I am sorry to learn about your feelings and would like to get to the bottom of it.
Could you please send me an email to customer.web@booking.com with further information regarding the relevant reviews?
Once I have this information I will contact the corresponding department for further investigation.
Thanks, Tal
Booking.com Team
Hi Justjonesx4,
If you want us to follow up on this we need more details. Like my colleague wrote before, you can send it to customer.web@booking.com. I understand you're unhappy about one review and from my part would like to find out what happened. Once we have this information we can proceed.
Regards, Mac
Booking.com Team
Hi Justjonesx4,
Your e-mail has been received and I have already asked our
corresponding department to contact you as soon as possible.
Regards, Sergejs
Booking.com Team
Hello,
I would like to review this matter with the appropriate department. Can you please send the guests booking number to customer.web@booking.com?
Regards, Andrea
Booking.com Team
I'm sorry to hear that you feel this way. If you would like for me to assist you, I will need for you to provide me with your hotel ID. If you are not comfortable posting it on the forum, please send it to me in a direct message.
Thank you Domenica.
I apologize once again for the inconvenience.
I will inform the relevant department and my colleague will contact you at the earliest.
Regards, Konstantina
Booking.com Customer Service Team
Thank you for your post. Can you please clarify if you need assistance with something as I am here to help? You can also send an email to customer.web@booking.com referencing this post and I will follow up.
Hi again Demi.
I have contacted you account manager and he informed me that he has sent you an e-mail with some questions so that he can follow up with the issue.
Please feel free to contact me should you need further assistance.
Regards, Konstantina
Booking.com Customer Service Team
Records indicate you were contacted on January 15th. I'm sorry you didn't receive all of the information you needed. I will once again contact your local hotels department to assist you further. Alternatively, their office is open at this time and their contact information is listed in our shared system, the extranet.
I'm sorry your issue has not been resolved yet. I have contacted again the hotels team and my colleague will follow up as well. You can alternatively contact your Account Manager yourself. I've sent you a message with all the details.
I am sorry to hear about this.
While I understand how a negative review can feel, especially when a hotelier has worked so hard to provide accommodations to many guests, with a variety of expectations. After reading many reviews, and other guests response to a review, it would seem most guests have enough sense to not pay attention to the best, or worst reviews, but only pay attention to those in the middle. I would like to assist you further, can you provide me with your hotel ID number?
Regards,
Kristen
Booking.com Customer Service Team
Hi there,
I have just replied to your private message. This matter has been forwarded to our hotels team and you will be contacted as soon as possible.
Regards, Tal
Booking.com Customer Service Team
Thank you for the info. I have located your booking and I see my colleague has sent you an email in regards to this case 3 days ago. I have sent you a private message with more info. Feel free to let me know if you have more questions.
I'm sorry to hear you feel this way. If you would like I can take a look at the guest's review and check to see if I can do anything about it. Please provide me the guest's booking number. Alternatively, you can email it to "customer.web@booking.com" while referencing this post.
Regards,
Brian
Booking.com Customer Service Team
Resolved
The complaint has been investigated and resolved to the customer's satisfaction.
Booking. com are becoming more and more arrogant towards hoteliers.
Reviews from anonymous guests, how are we supposed to improve if we have no idea which room the guest stayed in etc.
Promoted reviews "supposedly most useful" liked by a handful of visitors but permanently ahead of all other reviews permanently no matter how old, unjust or unfair the review is.
Email addresses of guest no longer on booking email
No right of reply to any review no matter how unfair, untrue or exaggerated
K
K
kevin bloody wilson
, GB
2 comments
kevin bloody wilson
of GB
May 26, 201212:50 am EDT
Booking.com is a nightmare site, it will screw up your business good and proper stay away from it, we have had people stealing, trashing, causing mayhem, smuggling in extra people including prostitutes and when you pull them up about it or charge for the damages they write a complete pack of lies on Bookings.com review site, it takes you down to a point where no one books at all with no right to reply, its a nightmare, they have destroyed my business because of the small minded cyber bullies vandals and thieves that can now say what they like about you on this website without any come back, trip adviser was bad enough but this site is worse, it will screw you up good style, stay away from them, it will cost you your business, you have been warned.
S
S
24/7 Scotland
Newtonmore, GB
1 comments
24/7 Scotland
of Newtonmore, GB
May 23, 201211:10 pm EDT
It is appalling that Booking.com are allowed to get away with this. They now allow the 'amateur critics' to slate hotels/properties with absolutely no checks as to the truth or validity of the comments. Now that the accusers are allowed to remain anonymous we, as a hotel, have no way of validating and thus acting on genuine complaints so improving the service for guests AND - this is the best bit - they will not even dignify us with the ability to provide a management response! Perhaps Booking.com could learn something from Trip Advisor and Laterooms.com who both provide a better facility to properties. An example, we have recently (6 months) had new, high quality beds put in all our rooms. A recent 'review' said that the bed was 'rickety' 'falling to bits' and 'uncomfortable' - I don't believe that it was this hotel but we do not know 'when' and 'which room'! How do Booking.com expect us to improve our service? Come on Booking.com - show a little respect for the businesses that are making you millions! Perhaps a compromise - If the guest wants to review anonymously then let the property decide whether it is posted or not?
J
J
Jason Wolverson
Faversham, GB
1 comments
Jason Wolverson
of Faversham, GB
May 23, 201212:20 am EDT
I too have had the same issue and now its anonymous and we dont even know if its a real guest.
This is against the rights of the business owners and should be looked into immediately.
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Replied
Booking. com are becoming more and more arrogant towards hoteliers.
Reviews from anonymous guests, how are we supposed to improve if we have no idea which room the guest stayed in etc.
Promoted reviews "supposedly most useful" liked by a handful of visitors but permanently ahead of all other reviews permanently no matter how old, unjust or unfair the review is.
Email addresses of guest no longer on booking email
No right of reply to any review no matter how unfair, untrue or exaggerated
Booking.com is a nightmare site, it will screw up your business good and proper stay away from it, we have had people stealing, trashing, causing mayhem, smuggling in extra people including prostitutes and when you pull them up about it or charge for the damages they write a complete pack of lies on Bookings.com review site, it takes you down to a point where no one books at all with no right to reply, its a nightmare, they have destroyed my business because of the small minded cyber bullies vandals and thieves that can now say what they like about you on this website without any come back, trip adviser was bad enough but this site is worse, it will screw you up good style, stay away from them, it will cost you your business, you have been warned.
It is appalling that Booking.com are allowed to get away with this. They now allow the 'amateur critics' to slate hotels/properties with absolutely no checks as to the truth or validity of the comments. Now that the accusers are allowed to remain anonymous we, as a hotel, have no way of validating and thus acting on genuine complaints so improving the service for guests AND - this is the best bit - they will not even dignify us with the ability to provide a management response! Perhaps Booking.com could learn something from Trip Advisor and Laterooms.com who both provide a better facility to properties. An example, we have recently (6 months) had new, high quality beds put in all our rooms. A recent 'review' said that the bed was 'rickety' 'falling to bits' and 'uncomfortable' - I don't believe that it was this hotel but we do not know 'when' and 'which room'! How do Booking.com expect us to improve our service? Come on Booking.com - show a little respect for the businesses that are making you millions! Perhaps a compromise - If the guest wants to review anonymously then let the property decide whether it is posted or not?
I too have had the same issue and now its anonymous and we dont even know if its a real guest.
This is against the rights of the business owners and should be looked into immediately.