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Should dictate the policies for all of the hotels.

I was trying to get a policy amended in regards to the cost of the guest suites. Here is the response that I received 

Dear partner,

Thanks for getting in touch with us.

The policy sentences are made of templates by default, which cannot be changed or amended nor a new statement can be added.

We are terribly sorry, due to above described reason, we are unable to add any additional line to the policy.

If you have any other questions the Partner Help Center covers many topics, and we’re always here to help.

Partner Help Center

Thank you for working with
Best regards,


Thanks for responding to my inquiry.!
I am a little taken back that the partners aren't able to modify policies that would fit their properties. So how would you suggest we communicate our policies to our guests since the extranet is also being scrutinized on what can be said or sent . I believe that is is something that should be brought to the attention of other partners on the Partner Forum.

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Leandri Klopper 5 years ago

Hi Vincent Kerzman ,

Welcome to the Forum.

Your post should receive some responses from fellow partners. However I think there are a few posts regarding this topic, specifically Why does advertise as "Free cancellation" on Non-Refundable bookings?

Here is what I've learnt... they want you to Add your own payment policy (Property->Policies) which the guest must read before they book (which almost never happens) and then if you have extra stuff to add you can add it to the Fine Print.

Here is a thread on it: Fine Print .

I still need to go post feedback there.. the fine print is not as good as I thought it was.

We all are hoping for a little bit more freedom in regards to describing our property, describing how to get to our property and how people need to go about paying for a stay at our property.

Thanks for sharing!

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Katerinka12 5 years ago

If it's not top secret policy :) why don't you share what exact amendment do you want? There are ways to adjust security deposit, for example. Or add prices per head. You can put on top of your rate service fees, etc

And what will definitely work, make client sign your Policy when they check in. Unless your policy is crazy, they will sign and will respect your policy and your country's law.

Of course, Booking cannot handle individual policies of hotels owners from Japan to Vanuatu :)

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Katerinka12 5 years ago

When it comes to description... Crying... Wiping my tears... I have never knew that my area is known for "shopping for clothes" ahaha. Its known for airport and entertainment.

How to get to your property? Well, since the client can't really understand how to get to your property, he will google it... And then find your number/FB/site/Instagram/pretty face and.... Opa! Contact you directly!

In that scenario you keep your commission and shoot a thank you letter to Booking, and now they are the ones to wipe their tears.

One day (I endlessly hope) Booking will realize their mistake. It's not avout us, hosts, controling the website. The whole industry is based on that small, individual things, that only property owners can tell. I know my client better, and Booking not only doesn't know my client, but advertises MY property to a wrong client. Ask anyone if Newport is known for shopping for clothes. People will laugh and unprofessionalism of Booking is so obvious, when Booking can't even just Google it?

The whole idea of staying in Jamaica, NY or small unknown village in the city - the name - you - can't pronounce, based on those special, almost magical, Unique experiences that can't be pulled together into one template!

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Bandara Hotels… 5 years ago

I agree that some policy hotel should be able to write what hotel policy have instead of policy.