Dear collegues,
One of the guests left a 20% review to the hostel and left no comments at all.
For me it's clear that if person gives the worst possible % he/she must be so unsatisfied that would like to say smth in the comment.
Now I have no idea how to react on it - what was wrong, what problem occured.
Did you ever face situations like this? What is the policy of HW for such reviews..
Looks like someone just trying to discrease hostel ranking.
Would be glad to know your experience.
13 years
It would be nice if reviewers who leave 20% rating were required to leave a comment. Otherwise the hostel will never know how to fix the problems that the guest had.
See also:
http://www.hostelmanagement.com/forums/hb-anonymous-reviewers-more.html
13 years
I agree totally. We've had poor reviews at times that have left comments - and it is revealed that they are not even for our hostel (e.g. hostel bar far too noisy to sleep - we don't have a bar in the hostel), and with this proof have been able to get them removed. If they don't even leave a comment then you have no idea if they genuinely meant your hostel or not. Many tourists come back home from a trip to a number of emails from hostelworld from the different hostels they stayed at. They may well get confused between one and the other. Although it will lower your rating the only consolation is that people don't see it - I think the thing that people pay the most attention to is the comments themselves, rather than just the rating.
13 years
Thanks for your opinion, Scotch Argus.
Once I also had a 20% review from a guest with a comment that there was only one bed avaliable in a hostel, although he arrived with a friend.
But according to his reservation only one bed was actually booked.
So I could prove it to HW and review was deleted.
In the case with no comment I have no idea what to do. I have to "punish" the staff, but don't know what for..
Stupid situation.
13 years
You can email the guest directly asking what was wrong as you would like to fix it for future guests. We had one like that with the 20% and ended up being the guest had read the rating completely wrong. With her email, I forwarded it to HW and the review was changed.
13 years
Yes Canhostel that has happened to us a few times, Couple of e-mails and things get sorted , usually the 20% becomes a 100% so worth having a look into it to make sure that they have he rating system correct.
I'm a believer that a 20% rating with no comment should not be allowed. If it was that bad some explanation should be stated.
of course I'd have to accept the same conditions for a 100% rating...
At this time MB with the rules the way they are, Not much can be done about a blank 20% rating.. It crushes the rating total but when someone reads the review that has no explanation they can only assume they were unhappy , the other reviews should be what they make the decision on. hopefully the other reviews are a lot more positive.
9 years
I had one bad review saying the hostel was "dirty", the "blackman look bads at you", and other weird stuff (English not very good). We didn't have a black member of staff, only a Central-Asian working for us, who was definitely not black. As it was HostelWorld, I looked at other reviews to see what they had wrote. It turns out they wrote a very similar review about another hostel, with a much lower rating than ours in London. Contacted HW about it, and they actually removed the review.
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