1

May I cancel if guest will not communicate

I'm trying to reduce no shows by reaching out to guests before their arrival date. May I request a cancellation if a guest does not respond to messages or phone calls?

10 Replies
37 Views

9
BrookAve

 

Hi Karis,

 

Yes you can, and choose option 1 after you click Request Cancel on the details page.

 


Based on If Check-in date is >=3 away,

  • Then   Allow 48 hours. If no response, then cancel  with Option 1
  • Else If  <3 days to check-in and not last minute wait 15 hours, else cancel with option 1.
  • Else (Last Minute)  2 hours, same.

Important for best case scenario, you must enable prepayment, and ideally enable Payments by BdC.

Otherwise you need to be able to do payments over phone and or Virtual terminal to send a payment link by message/email/SMS.

 

 Kind regards.

+2
6 days ago
1
karis Chin-Quee

Thanks so much. I have tried prepayment before but it reduced the number of bookings. I switch back and forth with this. 

6 days ago
9
BrookAve

no prepayment means higher risk

+1
6 days ago
8
Sharonpowney

As the host you cannot cancel.  I totally understand what you are trying to do as it is the ones that don't respond that turn out to be the no shows.  Have you thought about getting booking.com to process your payments.  They charge 2.2% but really worth it as I haven't had a no show since I switched, as they will still end up with a bill to pay.  There are some restrictions on who they will process for but worth contacting and asking them.

Contact booking.com help team using Inbox icon on Extranet or give them a call see link for local phone numbers. 

https://partner.booking.com/en-us/help/where-you-can-reach-us

-1
6 days ago
1
karis Chin-Quee

Thanks..

I don't think I qualify for that but I'll try again. I did get through to Booking.com and asked them to contact the guest. I might have a case in this instance because my country just introduced a new travel restriction due to the corona virus. I hope they'll reply or Booking.com will cancel for me

6 days ago
9
BrookAve

Incorrect Sharon - As the host you CAN cancel.

 


There are many scenarios were you can cancel including this one - failure to pay

As host you can when payment is not made , and therefore if guest is ignoring communication on purpose and not making payments with in a reason amount of time, directly to the Partner and not BdC, it still applies.

 

the commission (from 15%)+ payment gateway charge (1.8%)

 

visibility booster can effect the commission.

 

I am not aware of the payment gateway fee being different for different regions.

 

Kind Regards

+2
6 days ago
8
Sharonpowney

I have assumed you are doing cash payments, which is why you are getting the no show problem.  BrookeAve is looking at this from a slightly different payment plan.

So depending on how you process payments will depend on type of advice you need, but hopefully we have helped.

6 days ago
9
BrookAve

Hi 

 

I am only looking at it from the PoV of taking direct payment = higher risk.

 

And when taking direct payment should a guest fail to pay or prepay you can use option 1 under the Request To Cancel. 

 

This option covers things like :

  • Guest fails to reply to messages,m  as per your terms and conditions
  • Guest fails to prepay deposit with in X hours/days.  as per your terms and conditions
  • Guest fails to prepay % or all of the rate as per your terms and conditions
  • and more...

 

+1
6 days ago
1
karis Chin-Quee

Yes, I am doing cash payments

 Thank you all so much! 

6 days ago