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Bad guests ,theft drug use

Is it me or does anyone else feel let down by booking.com ?
Had a guest using drugs,smoking and stole Bluetooth speaker . Booking .com reply nothing we can do !!!
Let down is an understatement . Their more than happy to take the commission but don't want to help when the s....t hits the fan.

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5 Replies
138 Views

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fluff

What do you actually expect them to do? BDC do fail us in many ways but I can't see how this can be one of them.

Smoking (I assume you have clear no-smoking policies and signs) and especially taking drugs are ejectable offences and no need to refund as the guest is at least breaking your policies if not also the law. If you have things like Bluetooth speakers in the rooms (which are very desirable and stealable) then you really should take a suitable security deposit to protect these items.

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1 year ago
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Yewande Epega

We had the same problem too. 

As new hosts we are not allowed to take deposits with the booking, instead we are meant to confront a new guest prior to entry by asking for cash which is uncomfortable, as the platform should address this on our behalf. 

No smoking policies are clearly noted but a dishonest will do what they want. I sympathize with you and why should we have to take the hit on our insurance for their incompetence? 

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1 year ago
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fluff

Sorry but I think a little common sense is required here. Why are you uncomfortable asking to be paid for your product/service? No payment, no room! (for cash only hosts)

Small, desirable & packable things like bluetooth speakers should be on deposit only.

Failing that, another way is to hold the original passport until all such things have been accounted for at time of check out.

If you are unable to keep tabs on these on these things how do you think BDC can?

Yes, a certain amount of guests will show disregard for your policies but it is your job to enforce these. 

You cannot be like uneducated people blaming their life woes on the government. Take control, enforce your policies and have a happier business.

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1 year ago
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Yewande Epega

How cavalier of you. Common sense dictates that if one is using a platform that collects fees for its services and takes payment upfront from its referral, it might as well do all the work by ensuring due diligence and deposits are addressed at the same time.    Not everyone has the manpower for the screening hence the need for the platform. This service is offered by Airbnb.  Booking.com needs to improve its business model ... Just a thought/suggestion ! It may also enhance income streams... a word is enough for the wise.

1 year ago
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Peter Jarvis

Agreed Yewande, for 15%+ commission, booking.com need to do more to cover the damage and theft caused by guests. Best thing to do is raise your prices on booking.com and hopefully your guests will shop around and find you on airbnb for the better price. 

28 days ago