Podcasts

Podcast: #4 - Talking cancellations

In our fourth episode of the Click Podcast we delve into implementing effective policies to establishing good communication with your guests and peers to reduce cancellations - featuring insights from Peter Heule, CEO of Short Stay Group and Fabrizio Salzano, Group Product Manager at Booking.com

In our fourth episode of the Click Podcast we delve into implementing effective policies to establishing good communication with your guests and peers to reduce cancellations - featuring insights from Peter Heule, CEO of Short Stay Group and Fabrizio Salzano, Group Product Manager at Booking.com

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Interview by Katrina Visser, Travel Writer at Booking.com, joined by Peter Huele, CEO of Short Stay Group, and Fabrizio Salzano, Group Product Manager in Hotels at Booking.com 

Takeaway
  • There is a strong correlation between a longer booking window and the likelihood of cancellation
  • Travellers increasingly look for flexibility and indecisiveness is a major cause of cancellation - with the guest booking multiple properties for the same dates
  • Properties should avoid decreasing rates close to check-in as this can trigger cancellations (with guests seeking a better deal)
  • Cancellations can sometimes occur when a guest attempts to upgrade their first choice; Booking has created a dedicated product to address this
  • Building a relationship with your guest and communicating around a cancellation can offer the best solution for all parties

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