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Advice on how to proceed with UNFAIR review and problematic guest

Hostel Reviews, Booking Engines, and Directories

Claudia Costa started this discussion 8 years 3 months ago

Hi all,

On the 25th August I had a booking in from hostelworld.com for 5 people, 1 night (26th August). The guest called us after the booking was done, saying that she wanted to change the booking from the 26th to the 27th. I told her that we had a 48h cancellation policy and that I could book her in for the 27th but I would still have to charge her the night of the 26th as it was too late to cancel.

After a few emails explaining that the cancellation policy was on our hostelworld page, she threatened me with going on social media and basically defamate us. I gave in and told her that I had considered that as a threat and that I wouldn't charge her.

Well, today I still got a 1* rating on facebook (we have an average of 5 stars, we are number 1 on tripadvisor, on hostelworld our rating is 96%), saying that according to hostelworld, it was our choice whether to charge or not.

Well, I tried to explain her how it works, I decided NOT to charge and still, I get this review. I know how hard it will be for me to contact facebook and have it removed, so if you have any advice, please share it here :)

Thank you so much,

Cláudia

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Rucksack Brian

8 years

This sounds like a tough battle to fight. Unfortunately, I doubt that Facebook will be much help. The review reflects her honest opinion about her experience. She did stay, she did change her dates, it was your decision whether to charge or not, and she wasn’t happy about the situation. Facebook is probably going to say it ticks all the boxes for a legitimate review. I’m not sure how sympathetic they are with business pages. That said, you should absolutely contact them and let them know that this guest blackmailed you a horrible review to force you to waive your cancellation fee. (which you did)

In general, I don’t charge a cancellation fee if the reservation is pushed back to different dates, especially if it stays the same number of bed nights. Unless you were completely full and turned people away because there was no space, and then you couldn’t sell those beds again. That would be a different story. The policy, however, is entirely up to you, and you should always do what you think is best for your business.

Please let us know what Facebook says.

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subaculture

8 years

True its unfair...but why so much difficulty in facilitating the guest while still maintaining firm hold of cancellation policy. If there was room avialble @ same price, why give the guest such a hard time. People make booking mistakes all the time. If they realise it within 24-48 hours of making the booking, I would facilitate change without hassle. If its a week later, or the day before arrival, I would be inclined to hold to the cancellation policy.

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jason_noronha

8 years

Hi Claudia,

Unfortunately facebook does not accept any responsibility for the reviews posted on your page. In fact they do not even require people to visit/stay at your property for them to leave you a review. We've had a few cases where people have just given us 3 star reviews even though they have never visited our property so we gave up on monitoring facebook reviews a long time ago. The same is the case for google reviews.

Hostelworld on the other hand have been very active at policing their reviews to ensure that any unfair reviews are removed immediately.

From the looks of it though - seems like you guys are doing an amazing job. Good luck!

Cheers,

Jason

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KBHH Jay

8 years

Start Class Action suit against media, eg. Facebook, Trip Advisor...etc. They need to be accountable for what they publish.

For Example, you reject or eject a drunk...and they attack you with lies on FB or TA...

Suit job by many against one might help...who got the lawyer that's not a liar and will not sell you out to the Mr. Bigs...

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