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How do you reduce cancellations?

12 Replies

1
Chad Davis

When I get a new booking, I quickly reply to guests, to thank them for the booing, and start to establish a rapport.

1 year ago
1
Chris Scregg

We always ask for a non refundable deposit equal to the first nights stay. This may put some people off but we get very few cancellations.

1 year ago
1
Stephen Cresswell

I became aware how some folk multi book at different establishments a long time before arrival with the intention of cancelling nearer the time when they have chose which one they would like, and just in time so they don't pay for short notice. It's a real problem. Also Booking.co told me that some folk give false card details so money can't be taken if they don't show up. We are so busy that pre-authorizing every time isn't possible.

1 year ago
1
Glenys Matthiesson

Hi Stephen, I am in Australia and have had 30% cancellations. I can see how your comment on cancellations makes sense. Having said that, I am of the opinion also that it doesn't help when Booking.com has, what I think, negative marketing / advertising on TV, saying 'most cancellations are free and you can always book again'. Since this marketing campaign my cancellations have increased. I recently had a guest give me false credit card details so I chased her up to get her to confirm. She did and was nothing like what she gave on her booking. I thought if I purchased a credit card facility it would lessen the cancellations but my second guest with a credit card tried to dupe me. Anyway, got payment from her.

1 year ago
1
Priscilla Gallo

Hi Brooke, I send bank deposit details on day of booking. Guests have a due date to pay 100% of the first night. If its a multi night stay I give a final payment date for the final payment. I also mention that full payment for a multi night stay is appreciated but optional. I soon find out if they intend to stay...I would rather guests cancel than have a 'no show' that has blocked the date and cost me fresh b/fast provisions etc.

1 year ago
2
David S

Priscilla
Thats for sure some way to protect your finance of being rediced by cancellations, but in other case many people will hardly make reservations in property where they may be charged in case of cancellation. However, I found out in many cases that starting conversation over whatsapp, viber and etc will help you to be informed by same guests who are planing to cancel, so you may on time make more space for occupacy so you can protect reservated dates by being empty.

1 year ago
1
Michaliskyriacou40

Hello everyone. My name is Michalis Kyriacou and I am new to booking.com. Unfortunately I have had an outstanding amount of cancellations on me from people who pre-booked ahead of time. This has messed up my whole season since the dates were booked for a long time now. Please advice on how to reduce my cancellations. I am sending an email within 12 hours from the booking thanking for choosing to stay with me, give my customers my phone number so they can contact me on Viber or any other application. I have had some good feedback from my first few customers so I do not believe that is the comments that are at fault here. I am really frustrated with this. I am now in the process of rebooking all my season almost since I had a 90% cancellations on my bookings. This is not normal at all, or is it?

1 year ago
4
Angela @Promhills

Hi Michalis. You really need to take a deposit or pre-payment. We find that people who have paid for their accommodation will not cancel unless in emergency. People who do not want to pay, we do not hold a booking for.

1 year ago
2
David S

Hi Michails.
90% cancellation of reservations is not normal, it is very worrying situation and definitely you need to take a deposit or pre-payment IN THIS CASE as Angela told you. And as you mentioned, its necessary to establish contact with guest over whatsapp viber and etc...

1 year ago
1
Michaliskyriacou40

Dear Angela and David,
Thank you very much for your advice on the issue. It seems as if though we have no protection from Booking.com regarding the security of our reservations as property owners. It has been frustrating, to say the less, to have to re-book each cancellation. Isn't there a way in which Booking.com can minimize such behaviours? For examply they could keep a database of the people who proceed in bookings and cacellations too often (I do believe that certain individuals have made this a hobby), and forbit them from making any further booking without paying the reservation in full and the payment being non-refundable. Once again thank you both for your useful advice you have given me.

1 year ago
2
David S

You welcome.
I do not believe its that simple with forbiding to someone to make other reservations... I thing that is big problem issue including: ip proxi tŕack different emails of fake reservations and etc...

1 year ago
4
Angela @Promhills

Until b.com has payment on booking facilities (which will be optimal), it is up to the property owner to collect payment to secure the booking. Simply banning someone from booking, would not work, they would just use another email address or that of the person they travel with.

11 months ago