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single occupancy confusion

I have listed 3 different prices for the same room one for triple one for double and one for single occupancy

the problem arises when the guest has put in an initial search for two and when they come to book the room it gives 3 prices for the room they naturally click on the cheapest which is for one the symbol for this is very small so they don't see it.

My beef is that if they have put in a search for two it shouldn't give the option for three or one. This results in guests being mis led thinking they have a cheap room and then find out it can be up to £60 more. They can get very cross and many have to cancel because they can't afford it. Booking.com understand and know of the problem but will not do anything about it they say they can't change the software search for the few that use this split pricing. Very frustrating I get at least 6 of these problems a month. Can anyone out there help?

12 Replies

2
Vesna

Hi Roger, I have an apartment that fits 6 persons and my prices are set up like yours. I have just now searched for two people and you are right it does show 5 different prices since it is showing for 2, for 3, for 4 etc.

I never had guests confused with this and there has been over 200 guests in last three years so this problem you have is really interesting.

Once I had a group that booked for 5 and called me to tell me they wanted one more apartment for 4 but while they finished booking the first they missed the other one. I explained them there are no 2 apartments and I found them accommodation at my neighbor :)

I can assume B.com will not make exception for this since there can be many people that are searching and do not even put in occupancy (and by default it is 2 persons) but if I were you I would give them a call and check if it is set up correctly.

1 year ago
1
Janice Seaton

I JUST LISTED YESTERDAY AND ALREADY I HAVE BLOCKED MY SPACE UNTIL I FIGURE OUT WHAT WHO HAS BOOKED WHAT ROOM AND FOR WHAT . I FEEL THIS IS THE BOOKING .cOM PROBLEM AS I WAS FLOODED WITH THE CHEAPEST ROOM WHICH IS VERY INFERIOR TO THE OTHER ROOMS I LISTED . VERY INFERIOR AND MAINLY PPLACED IT OON SIT TO PERHAPS GETA LONGER TERM RETIRED TOURIST WHO WISHES TO SAY ATA CHEAPER RATE BUT FOR SAYA MONTH. IT IS NOT A ROOM TO BOOK EXCEPT FOR SUCH A PERSON.

1 year ago
3
Sonstbbs

I too have this issue....I list one of my rooms as a Small Double for a few pounds less than the normal nightly rate and as a Large Single for a few pounds more than our standard single rate.

I send a welcome text out the day before arrival as standard and two of the three replied with a 'We will be arriving......' and I thought...they've just pressed the cheapest option. I mentioned their booking was only for a single and they apologised and paid the double room rate...the other literally threw the money at me on arrival and left with his wife straight away.

It puts me in an awkward position to do this and not easily remedied.....People just don't read the information in front of them and in the summer I just don't have time to correspond with bookers to double check....

1 year ago
7
Thuild - Your …

Dear Roger,

There is a reason why booking confirmations are being sent to the guests. If they fail to read it, you should not worry about them being blind or inattentive when it comes to making their bookings.

Your weapon is always a booking confirmation, which you and them also need to respect.

I only had this happen once. Usually I re-confirm everything important about their stay over the phone. If something is not right, they can modify it (under cancellation policy), but if they fail to do so, they will be charged extra.

Hope this clarifies it more for you.

Best wishes,

Zsolt - Thuild

1 year ago
1
roger weston

Interesting to know I am not alone and I have amended my booking reply in light of your comments

thanks roger

1 year ago
1
Info

Hi All,

We regularly experience this issue at our guesthouse.

It does simply boil down to the guests not checking what they are booking but I do also think the search facility on Booking.com could and should be improved to reduce the misunderstanding that occurs in these instances and others such as non-refundable rates etc

Perhaps a change to the way the number of guests is shown when listing the room types and rates so its clearer to the guest what they are booking. We all know that guests don't read the terms and conditions etc, so surely booking.com need to spell out the obvious from the outset.

There is nothing worse than the guests first impression of our guesthouse being a negative one because no matter how much we do to ensure they have a pleasant stay, all they will remember is that they had to pay more money on arrival.

First impressions really do count.

Come on Booking.com - what can you do to improve your search facility?

8 months ago
1
Info

This is an all too regular problem for me too. I seem to waste a lot of time trying to explain it to confused customers, many of whom are rather aggrieved. I sometimes have to discount the room further to sweeten them up. Booking.com really should sort out this. When people search for 2 people, they should not be given the single occupancy rate as people will naturally go for the cheapest price. I must say this is the only channel that I get this problem through. Please Booking.com sort it!

6 months ago
1
Tessa

I just had the same issue....and the guest insist to pay the lesser amount. She is negative about us now and I would rather wish she cancel than having to endure the mental stress this issue is going to cause on both sides! Could booking .com change the booking procedures in order to avoid this confusion? Please

4 months ago
1
Info

Yep, it's happened yet again. A late arrival and I don't now have the time to go through all the hassle of ringing Booking.com and trying to get it changed. It's costing me money and causing grief to guests. I always send a detailed confirmation email as soon as the guest books highlighting the fact it is booked as single occupancy and NOBODY notices it. As far as they are concerned, they searched for 2 people and that's what they booked. There is no excuse booking.com for not fixing this.

4 months ago
1
Michael

This occasionally happens to us. Sometimes it is immediately obvious that they have made the error and we phone the guest to clarify, but often we dont know until they arrive. Usually we just take the loss.

The worst for us is family rooms with a double bed and bunks for children (children stay free) and they think 4 adults is OK. Sometimes the confirmation email says only 2 adults staying (no mention of children) We now always contact family room bookings which do not specify children's ages to make sure they are not 4 adults. ( we assume if ages are stated they are genuine, and if not we can refuse to admit them when they arrive).

1 month ago
3
Waikoninihomestead

Interesting comments.

My rooms are priced for the room and if the guests books for 2 people it is not a problem, Some from mainly Asia book a room for 2 adults and arrive with children. If the child is under 5 and sleeps with the parents they are charged a small fee. Children over 5 years are to be accommodated in their other room if available. If there is no room available they shall be asked to leave. This is on the advice from booking.com

As time goes on I am learning lots when using booking.com. But I must say the information given depends on who you speak to and that is very frustrating given that I am doing my best!

1 month ago
1
Lembeh Resort

So is this still a problem? I am planning to create a single occupancy price for our resort rooms, but after seeing this, I guess I will stick with double occupancy price.

1 month ago