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Commission on cleaning fees???additional fees added in commission.

Dear partners,

Please give me your feedback on this.

My cleaning fees JUST JUST cover costs of time, labor, cleaning materials, water, electricity. etc, etc. Must I now increase my fee to accommodate the commission Bookings.com now wants to take on it? My cleaning fee does not even leave space for when towels are so stuffed up that it needs extra washes and bleaches or replacement not to even mention when its bad weather and I have no choice but to use the tumble drier. My cleaning fee is not a money-making extra. How do we handle this?

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12 Replies

1
Host Housee Lu…

Exactly on the same opinion, this is unfair fee posted on the cleaning fee which is covering only small part of our expense for cleaning and I see no point to pay 18% on Booking for this? What is reasonable explanation of for taking this additional fee, Booking is a platform for selling accomodation and has no contribution for the quality of our service. Putting commission on this will make us increase the Cleaning fee and increase the total price for the end customer which again is unfair. Our goal is to give the best service for the clients, not to pay high commissions to the platform, we are paying enough commission for advertisement, for processing payments, for participation in premium & genius program etc.etc. - which we accept because this is the marketplace, but paying commission on the cleaning/ service fees? - that is too much...We have VAT on the commission in our country as well....Booking needs to think globally on shortening the settlement period to its partners and think of diverse tools for marketing, which has nothing in common with the cleaning and the service which the partners manage how they know best!

+3
3 months ago
7
fluff

Speaking as a hotel peep, why do you not build in the cleaning cost in the first place, as most of us do?

(I understand that other OTAs still allow you to charge separately for this so as things are it becomes awkward but that is a different issue.)

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3 months ago
5
Moira

Dearest Fluff. a Cleaning fee is a Once off fee per stay, be it one day or 10 days. to build it into the fee will not be feasible as you then overcharge the longer stays which will price you totally out of the market.

As it is we pay commission to b.com, add extras and a15% discount for Genius clients and and and.....I pay b.com and Genius rates with a smile but to now pay commission on a NON PROFIT cleaning fee is just a huge issue for me. we have a big mix of clients from 1 to 10 days so how do I do this..... 1-day client lets say R700 PLUS R350 cleaning R1050 PER DAY - 10 DAY CLIENT R1050 per day to accommodate cleaning fee.....I overcharge the longer stay client then with R3150? NOPE, can't do this.....then still all the government fees?

Our profit is on our daily rate this I accept b.com fees on but Cleaning fees?? We work for that and the expenses are only ours, not b.com. So the only way to recover our costs is to increase the cleaning fee to not make a loss on that expense?

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3 months ago
7
fluff

Hi Moira,

Obviously quite a different beast for you then. For us it is a daily charge as we clean daily and, therefore, figured into the daily rate.

This, I think, is one of those problems when a site built for hotels wants to attract homestays (and vice versa). The format just isn't made to accommodate the specialist requirements. (yes, I agree greed is also involved)

+2
3 months ago
1
Marina Caldarone

I totally agree. On top of the recent percentage addition for managing payments! This has been just added, without any sense of why it has been. These were not the terms by which we signed up. Its unashamed greed on their part. I am considering dropping booking.com, and sticking with airbnb. Who take so much less commission. And who are helpful. And responsive. I've had only disastrous communications with booking.com over the last few months, when I need their help. Which they couldn't provide. And they in fact made things worse. Very frustrating. 

 

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3 months ago
5
Moira

Thank you for the input Marina, xx

I am very happy again with the help and responses from b.com and even though I am a Super Host with Airbnb find they don't respond as fast or as helpful as b, com. I think it varies from country to country. But the fees from b.com....yes it is not pleasant at all. And in this economic climate, we are in....it makes it more and more difficult. This is my bread and butter business and they make it difficult with all the increased fees........

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3 months ago
1
Beach House on…

I agree 150% with Moira's concerns. I also received the email notifying us of the "more consistent" pricing wrt additional fees and I am so p-ed off about it. Exactly like you Moira, I do not make ANY profit AT ALL on the cleaning fee, which is also per stay, not per night. I pay one part to a laundry company for cleaning the linen etc, and the rest of the fee goes to the cleaners. I did enjoy the fact that B.com take this fee, and don't charge me any commission on it, but this latest stunt really doesn't make any sense at all. They have no right to ask for commission on these fees on top of the 18% comms, plus the Genius discounts and whatever else they decide to throw on. It also doesn't make any sense to incorporate this fee into my daily rate. A self-catering house is just not the same as a hotel. 

The other issue I have is that I cannot remove this fee from my listing. If I choose to say No to the cleaning fee, the guests will say they were not informed, even though they receive the automated email once the make a reservation. As much as I appreciate the additional bookings through B.com, they are at times unresponsive and utterly inflexible. I listed on them a number of years back, and then removed my listing for reasons I couldn't remember, but now it's all coming back to me and I'm starting to have thoughts of moving away from them again.

And don't even get me started on the fact that we had no communication at all a couple of months ago about the late payments. When I eventually had to phone them to find out when we are getting paid, I was told they had to start adding VAT to our comms. No communication from them whatsoever. None. Zero. Zilch.

I wonder sometimes if Booking.com think they are too big to fail.

+2
3 months ago
7
Katerinka12

For us it's a cultural thing. If we remove the cleaning fees, guests will presume that on top of the hotel rate they will have to pay extra cash for cleaning fee...

+2
3 months ago
2
JasmineCottage

I think Fluff has hit the nail on the head. B.com is built for hotels as that's where the money is. Independent self catering properties are not a big money earner for them so they don't care about them. I read somewhere that some large hotel chains were avoiding paying commission by creating fixed fees. Rather than challenging the hotel chains and sorting out the problem, B.com have applied a blanket commission across all fixed fees, including cleaning. This is unfairly punishing independent self catering properties, but as I said earlier, they're not big earners for B.com so they don't care.

+2
3 months ago
1
Beach House on…

I fixed this issue by removing the cleaning fees from my listing, and then to mention it on the automated email which all guests receive when completing a booking. I manage the breakage fee this way, so no issue to also manage the cleaning fee in this manner. It's the way I manage both additional fees on all the other platforms as well. Many ways to skin a cat.... Maybe Booking.com need to reap back the advertising costs for the Cricket World Cup currently on the go....

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3 months ago
2
JasmineCottage

That sounds like a good idea. How do you collect the breakage and cleaning fees? We don't live on site and don't always meet our guests so it's a bit more tricky for us.

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3 months ago
1
Beach House on…

I also don't live onsite, however I have a couple that manage my property and they collect the fees upon check-in. The breakage fee is refunded when the guests check-out again, and after a quick screening of the house for breakages etc. The only issue is that sometimes they only find issues once the guests have checked out. It happens seldom, so at this stage I can still cover those losses. My operation runs pretty smoothly, albeit only one property, however I would love to be more hands-on, but it's a bit difficult not living in the same country :).

The above is mostly for B.com guests, for other guests, they have to pay the balance of their accounts one week before arrival, via EFT etc. Reason being that the other platforms only take 50% deposit, then subtract their comms, and pay the rest to me. I send them a separate invoice from my accounting system.

Hope this helps. 

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3 months ago