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Guests not reading their booking details and complain when they arrive

Hi

 

we have 6 different room types ranging from 2 bedroom apartment without deck and water vies, to 4 bedroom cottage with spa. For some strange reason guests only look at the property photos then book our cheapest accommodation without deck or spa. They arrive and complain that they booked the deck and spa accommodation.

They obviously arent happy when we tell them they booked the accommodation and we dont allocate any apartment we feel fit to the guests.

We have had a few guests book no view, no deck apartment, but end up not staying, as they wanted deck and spa. the guest complain to booking.com and booking.com advise us that booking.com will invoice us for that booking ( Even though it was classed as a no show and we keep the whole booking amount )

Booking.com has never invoiced us for this reason as i told them we wouldn't pay it, but has anyone else had this experience where guests don't read what they book and expect the presidential suite when they arrive?

 

 

 

11 Replies

6
Bandara Hotels…

We also have same case sometime. We only can gentle explain to them and show prove of room type that they booked and show in Booking.com website.

Latest to Booking.com commission policy, even you mark as no show but you can charge guest, you still have to pay comission for that.

10 months ago
1
Info

Problem being booking.com want to keep these genius customer loyal to them, so booking.com decides to offer the guest a full refund at our expense...

yes booking.com changed their commission policy so no also take commission on no shows, which is fine for us, just annoys us that booking.com wants to keep loyal customers which booking.com expects us to pay for.

10 months ago
2
Dr. Hanaa Attia

Hi
Yes it happens...the guests concentrate on photos more than on reading...even for the cost....they usually ignore reading customer service expenses...when they come they say this is not the price ..and I have to explain...I suggest that booking .com make this more clear to guest as it appears to me
THANKS

10 months ago
1
Heike F

Same here. Unfortunately "reading" seems to be impractical in the year 2018. So we send our check-in times in a separate e-mail to the guests - but even this is not noticed by some of them.

9 months ago
3
Akwador

I sympathise completely.

We have:

1) Budget Double Room - so called as it lacks a balcony and the bathroom is smaller.

2) Standard Double has a bigger bathroom and a side sea view balcony.

3) Deluxe Double has a Sea View balcony and similar bathroom as the standard.

Naturally each of these attracts a different rate. It does not however stop guests booking the Budget (cheapest) and saying "Sea View please".

What to do?

In our experience, immediately write back and point out what they booked. (In fact we do that for EVERY booking using the templates) This means if the guest misread - then they are in no doubt as we do a Booking Confirmation which describes the room they booked with words like 'No balcony' to make it 100% clear.

I would rather they cancel immediately and we resell to someone who can read than have an unpleasantness. It does not always work - we had an Italian guest who insisted he booked a sea view when he actually booked the Budget and from that moment onward found everything he could to complain about plus gave us a 1 star review (out of 5 - an Expedia booking).

I am afraid in this business you will get these types of guests but they are fortunately in the minority.

9 months ago
7
Katerinka12

"'No balcony' to make it 100% clear.

I would rather they cancel immediately and we resell to someone who can read than have an unpleasantness. It does not always work - we had an Italian guest who insisted he booked a sea view when he actually booked the Budget and from that moment onward found everything he could to complain about plus gave us a 1 star review (out of 5 - an Expedia booking)."

Wow. From my point of view as a Traveler, not a host. It always happens opposite way. When I book and pay a lot for a room with a view, I get... No view... And separate beds (when I booked and even sent a message to hotel) for one (queen size) bed... And no apology, no responsibility (the usual trick "It's Expedia, not us").

Of course, the tired guest most of the time will accept this kind of cheating. Again, it happened to me many times!

I would like to say, that honesty will always lead you back loyal clients. Just keep a good honest service, and one day reward will be big.

9 months ago
1
Ingridvanzyl4

How can I make sure the guest have read the rules of my SC flat for accommodation only and not inviting their friends and being loud. The friends then using (bathroom etc) the facility at my expense.

5 months ago
3
Waikoninihomestead

My advice is to give the guest the house rules to read and sign when they arrive. If they do not keep to the house rules (depending on how bad they are, contact booking.com and maybe ask them to leave) That is what I have been advised to do by booking.com,eg if guests cook in their rooms.

Good luck.

Kind regards.

Mary

5 months ago
7
Katerinka12

Friends could be the visitors only and overnight guests. You should decide first do you allow visitors? Until what time? How many persons you allow per visit? Are they allowed to enter guests room? (depending on your property type rules might be different) If you run a hostel and every guest will invite 10 visitors, that's simply impossible to accommodate them, so think first of visitors.

If visitors are staying overnight, then they turn into Additional Guests. Would you allow that? How would you accommodate them? Do you charge for extra bed? Do you charge per person? How many additional guests would you allow or would not allow at all?

There might be additional rules like we do allow visitors, but swimming pool is only for guests use (those in original reservation).

More people - more possibility of being loud. You can also put "quiet hours" in your settings in listing. In that case your listing will show "guests must be quite from 11pm till 8am" (you can set the time). My listing also shows that we "will not accommodate the parties".

Keep in mind that friends are normal part of our life, however, in the end of the day it's the host who decides how strict he is going to be with the guests and what kind of reputation he wants to get. Visitors can also be a source of extra income like extra towel fee, extra person fee, etc..

You should outline all of that in your rules and adjust your listing accordingly.

5 months ago
9
M Adamopoulou

Waikoninihomestead Unfortunately guests read very little and sometimes they don't even know where the property is really located. Even if everything pleases them they complain about the location...

5 months ago