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Should Booking.com focus more on financial issues like guest payments than guest feedback conundrums?

I have spent just another day trying to resolve no show - no payments, guest request cancellation - refuse payments, card details invalid when supposed to be chargeable, guest telephone numbers not contactable... 

I see now that call centres do not entertain payment disputes but tell me to use the finance tab and highlight disputed reservation. The dispute as far as Booking.com is concerned is focussed on whether I THINK commission is chargeable, not on the fact that a guest decided to circumvent the system on a night when 100% was assured!  

Is Booking.com using latest technology and best practices to ensure that guest houses get paid by scrupulous uncooperative guests?

 

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7 Replies

2
Acushla54

Are you on 'Payments by Booking.com'?

Booking.com takes payment for you

1 month ago
2
Ivybridge Gues…

Yes Acushla54 but should I hand my entire accounts department over to Booking.com?

Will this move deter a major proportion of guests who may then book elsewhere or is this how WE SHOULD ALL be moving in todays modern era?

Am I missing something, behind the times, stuck in the 80's?

1 month ago
6
Isle of Wight …

Why will paying for accommodation at the time of booking deter guests? Anyone who books through AirBnB, TripAdvisor, HomeAway and other sites has to pay at the time of booking.

 

If someone books and doesn't pay, your rooms are blocked and cannot be booked by someone else. If the booker then doesn't show, you're stuck with an empty room and no money. Why put yourself in this position where you end up spending time chasing payments that you're never going to get?

 

We use Payments by Booking.com, so guests pay at the time of booking, just as they would with other OTAs. We also use AirBnB, TripAdvisor and HomeAway. Everyone pays at the time of booking. We had 2 no-shows, both from Booking.com - but because the bookers had paid and we used non-refundable settings (from the calendar), we still got paid. We have been fully booked all year so far (just winding down now).

 

 

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29 days ago
2
Acushla54

What Isle of Wight said 

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29 days ago
2
Ivybridge Gues…

Well here goes, I am changing payment status with Booking.com so that ALL are payment via Booking.com ie. VC. Thanks community for the confidence to change my accounting procedure! 

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29 days ago
6
Isle of Wight …

Hope that resolves the problems for you! Make sure you set every date in your calendar to non-refundable!!

29 days ago
2
Acushla54

And weekly payments rather than once a month

29 days ago