Guests not reading their booking details and complain when they arrive
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?