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Answered

Invisible cleaning fees for guests

Hi!

 

In case of permanent no answer from booking.com, I would like to ask why you still cannot change the graphic layout due to view of excluded cleaning/service fees. There is quite serious problem for apartment's owners. I have spoken to many apartments' owners - they have contacted with them home partners how they can solve this problem - many times, no reaction from seniors - it's only answer - we cannot do it. Why? You hava tested some new graphic layout, below screenshot. It looks much better - why we have still invisible cleaning fees - it makes many complains from our guests. 

 

I'm looking forward to your replay.

Regards, Aleksandra

 

4 Replies
455 Views

1
Aaastay

I can confirm that there are complains and booking cancellations happening due to the cleaning fees prices being perceived by the guests as hidden.
We proactively inform the guests that we, hoteliers, do not have influence on how booking.com communicates our intentions however guests still are CONVINCED that the total price per stay in not visible due to deliberate manipulations of hoteliers.
In order to make all the prices transparent for individual guests it will be strongly advised to present the total price per stay as booking.com is obliged by law and DO IT in Sweden e.g.
I would also request Booking.com to remove all the negative guests reviews received due to the so called “hidden cleaning”. Such reviews should be assigned to Booking.com themselves for THEIR POOR COMMUNICATION to the guests.

1 year ago
1
Biuro

I can also confirm all complains... we also talk about it with our regional guardian. They cant do anything.. We would like to also request b.com to change the graphic layout that service fees will be more visible.

1 year ago
1
Comfort Apartaments

I also can confirm that there are complains and booking cancellations happening due to the cleaning fees prices being perceived by the guests as hidden.
All the time we inform the guests that we do not have influence on how booking.com communicates our intentions however guests still are convinced that the total price per stay in not visible due to deliberate manipulations of hosts.

I would also request Booking.com to remove all the negative guests reviews received due to the so called “hidden cleaning”.

The new test about extra fees it is very clear for our guest. I like it. I hope that it will be introduced soon.

Best regards

Honorata

1 year ago
8
Leandri Klopper

Hey everyone.

Regarding a Tool that will Point out a cleaning fee before the guest books, perhaps you should post the suggestion/question or ask advise on this thread: Ask Me Anything: Professional Property Managers edition with Gianbattista Vespucci

The normal threads on the forum aren't really monitored by Booking.com, as it's a community thing. But with the Ask Me Antyhing posts you literally get to ask advise etc directly from Booking.com. (Keep it well mannered though as they technically don't have to offer us such a nice gesture).

Posts to be done before 19 November, so act now :-)

Hope this helps, best of luck!

1 year ago