13 years
Yes, he can leave a review as the reservation was not cancelled as you state. Only 15 to 20% of HW guests bother to review a hostel; you may get lucky. If he does leave a review at least you might find out why he left early.
Hostel cancel your reservation through HW "resell beds" can you still leave a comment
Hostel Reviews, Booking Engines, and Directories
Hostel cancel your reservation through HW "resell beds" can you still leave a comment
I was wondering this:
I am owner of a hostel, and sometimes i have weird situations with some guests.
Example:
Last night i had a guests who was supposed to stay for 3 nights in my hostel. He come, put his bags, take a key from the locker and pay for the 3 nights. The stuff were speaking with them and explaining what too see tomorrow in the city. After 2h, one of the stuff saw him how the guest is going outside with a bag on his back. In the morning the stuff checked if the guest is in the room, but unfortunately the guest was not there. We don't know if he left, or what happened but his bags are not there and the locker was closed, he didn't returned the key from the locker and he is not here. We wrote him an email what happened and where he is, no answer. I canceled his booking .
My question is, can he leave a comment with a canceled reservation on HostelWorld?
Its very important for me the reviews because we are a new hostel, fighting with concurents in a very bed winter season.
Please if you know what i can do, and if he didn't like the place why he paid for 3 night and never returned the key and left place without a word? Can he leave now a review?
Thank you in advance
- Comments
13 years
It used to be that if a hostel cancelled a reservation the guest could not leave a review. This has been changed to avoid abuse. Too many hostels were cancelling bookings every time a guest complained so that they couldn’t leave a bad review.
If you cancel a reservation BEFORE the date of arrival (for example when a guests cancels their booking in advance) then they will not be asked to leave a review.
13 years
Thank you very much on your answers :) But the guest come back after 2 nights ... :) he said just sorry that i didn't tell you :)
Everything is possible today :)
anyway thanks for the answers
Cheers
:single_eye:
10 years
Hi Brian,
Indeed, if the booking has been deleted before arrival, the comment is always taken out, but sometimes I am wondering whether HW is deleting the full rating or only the comment.
I regularly observe that my overall % satisfaction is going down when a guests who did not stay leaves a very bad comment (mostly after I refused his or her booking because the guests did not respect the house conditions). When the comment is taken out, the overall % is not always back to the old level.
Anyway, best is to have mostly good feedbacks.
Karel
10 years
Hi Brian,
This madness with reviews makes everyone crazy, cause a lot of people count on them for future booking, thats why I think it is very important to wright reply to every review you receive, no matter if it is negative or positive. Reply is the only way people to see your oppinion about exact person. I had one girl who was a hostel "virgin" and she left realy bad review, complaining for things that are prety usual for Greece. After my reply people understood the real situation. Every review needs a reply, even person that wrights good review feels happy when you thank them...
10 years
I regularly observe that my overall % satisfaction is going down when a guests who did not stay leaves a very bad comment (mostly after I refused his or her booking because the guests did not respect the house conditions). When the comment is taken out, the overall % is not always back to the old level.
Wow, that’s really interesting. Whether they just remove the comment or remove the rating as well is a pretty important difference. I presume that you had to speak with your Buddy in order to get the review removed, right? Did they ever give you any response about whether or not the rating stays? If someone never stayed in your hostel then they definitely should not be able to affect your overall score.
This madness with reviews makes everyone crazy, cause a lot of people count on them for future booking
So true! Sometimes a good response to a bad review can drive even more bookings into your hostels. Even if you simply diffuse the negative comments, that’s already a great step forward. And the people who take the time to leave you a nice review would probably appreciate that you read it and took your own time to respond back.
With any response it’s important to remember that the reviewer can’t write back, but your future guests will look to see how you handle difficult situations. Responses to reviews can be fantastic sales tools.
10 years
Dear Friends,
I have these discussions with HW already since years now.
Last time I had a 20 % rating by a guest who did not stay at my place. My overall rating was at 94 % before and went down to 93%. Since she did not respected the check-in conditions communicated and visible on the site even before booking and expressed her great disappointment (in a style "her ladyship is very disappointed") and since she imposed us to be present at the time she wanted for her comfort, I refused this person with such a lack of respect to stay at my place.
I wrote to HW and my buddy answered she took out "the comment". My rating overall stayed at 93 %.
I had so many discussions with HW on this: whereas reviews were a great way to get positive feed-back from guests 10 years ago (whether they were very good or less good but providing positive critics), the newer generation is sometimes using it in a perverse way as a means of pressure or blackmail in order to impose extra (personalized) service. Lucky not everybody, but in certain cases, yes.
My point is that since guests are allowed to judge us, we should be able to put in question reviews that are obviously not of intellectual honesty, and this of course upon prove.
Prove is easier to get than you can imagine: just write to a guest who left a bad rating without any real or plausible explanation to ask to explain the reasons for it and you will see what comes out of it.
I also keep the history of all mail exchanges with guests.
HW argues they receive thousands of reviews every day and that they cannot deal with all of them; I argue this is not an argument: we are not talking about thousands of problematic reviews, but only a very small portion of it.
Cheers,
Karel
10 years
I must add I have been for years now a pain in the ass of HW, constantly confronting them with their lack of partnership attitude since they have been taken over as a pure investment and resell item, with their software full of bugs, indifference for properties, the pressure they accept from lobbyers, etc.
Their new culture doesn't like this very much anymore.....
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