Written on: 27/06/2012
As a small hotel owner I get very frustrated that I cannot respond to a customer review on the booking.com site. In fact a guest can write what they want about your business and you have absolutely no right to reply or to give your side of the story. The official line given by Booking.com is that they will not enter into any discussion about the reviews, which I find to be very arrogant. I would question if this is legal or not? Is this not slander? We as hotel owners pay Booking.com for the reservations they provide (they are not doing this as a free favour, as their attitude suggests!) This is not cheap and I have to say that they provide a lot of guests but with this amount of guests you will always find the 'difficult' types, like the guest who wants to have an evening meal on the night we do not cook (as humans we all need a day off!) and so writes a stinking review because you did not provide an evening meal, even though they were pre warned and you even offer to book them a restaurant locally. Is that fair?
I think all hotels/guest houses who have this issue should sign an online petition to force Booking.com to play the game more fairly!!