Some guests didn't seem to be dissatisfied. They left us very good review, with terrible score. In the past two three months, we've experienced a small number of guests with this tendency.
One guest said, "The staff is very helpful and passionate. Good movie selections. Spacious communal lounge. I'll definitely recommend this hostel to everyone."
And the score was 60% - that was so far the lowest score we've got.
Stunned. While it's possible to ask a guest to edit his review, most guests don't care. They won't even reply to these requests.
In one case, a guest left us 71% and he believed that it means "a perfect score and two thumbs up!" because he thought that only a five star hotel can get 100%. No hostel can get it. Well.... but he booked through HOSTELworld, not HOTELworld.
I'm wondering if there's any clean and honest trick to tell the guests what is the meaning of "GOOD RATING" to us?
In one hostel, they bribed a customer with a free T-Shirt. It drew backfire and one guest disclosed this practice on his review, openly accusing other guests who left good reviews of being dishonest. Then I didn't see any new reviews after it.
In another hostel, an owner set up a bonus for the staff. For every 100% score they get, the staff will get some good reward. The owner hoped that it will encourage a better service, and assume if the staff can befriend with guests, they may leave a more relaxing review so that the staff can get more money. This policy has a mixed reception and I don't quite see how it boosts the rating for that hostel.
In your experience, have you seen any very political-correct and nice way to tell a guest what is the definition of "good review" ?
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