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Tip of the week: guest message templates

Hi everyone,

Do you know that you can use pre-written message templates to communicate with your guests?

For example, when a guest books your property, your message can be: ‘Thank you for choosing to stay with us!’. Likewise, one day before arrival, you could say: ‘We’re looking forward to hosting you!’. You can come up with more ideas!

What’s your favourite guest message template?


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Rogier Rombouts 11 months ago

Pre-written message is working great untill somebody comes from Chili to your accomodation. I have put 4 languages in my pre written messages (Dutch-English-French-German). His language was spanish so he received no pre written messages 3 days before arrival or 1 day before departure.

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Didem - Commun… 11 months ago

 

Hi Rogier Rombouts,

 

Thank you for sharing your insights! 

 

Interesting! I wonder if a guest (whose language is not one of the four you mentioned) could receive the English message instead. 

 

Let me know please if you'd like me to check this for you. 

 

Have a great day! 

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Rogier Rombouts 11 months ago

Hi Didem,

I will be very thankful if you check the possibility to send the message in English if preferred language is not available.   

regards Rogier

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Didem - Commun… 10 months ago

 

Hi Rogier Rombouts,

 

Thanks for letting me know!

 

I'm reading in this article that we use the default language when a template isn’t available in the guest’s preferred language. We recommend using English as the default language unless a majority of your guests speak a different language.

https://partner.booking.com/en-gb/help/reservations/contact-extranet/se…;

 

I wonder if you have already tried setting the default language as English when a template isn't available in your guests' preferred language?

 

Steps to get there seems to be the following:

 

  1. Log into the extranet or Pulse app
  2. Click on the Property tab and select Messaging Preferences

 

Could you let me know please if this hasn't worked and I will check further for you?

 

Thank you and have a wonderful day!

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Rogier Rombouts 10 months ago

Hi Didem,

Thx for checking. Preferred lanquage is English. Maybe it was a bug and solved booking this problem. I have been in contact with booking earlier when no messages where sent at all to my guests. 

Kind regards,

Rogier

 

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Isle of Wight … 10 months ago

We've been using these for years. But, as I've reported numerous times over the years, they don't work properly.

Sure, they get sent, but they often end up in junk or spam and guests don't see them. Some guests have said they get loads of marketing emails from BDC, so didn't notice the messages from us. And many say they had no idea the messages had been sent. Over 75% of our guests from BDC end up getting lost, phoning us up (sometimes in great distress, having been lost for 2-3 hours) and many vow never to use BDC again.

We've tried resolving this with BDC. When a guest makes a booking, they get a printable "Booking Confirmation" from BDC. This has BDC information, including "The Fine Print". A few years ago, BDC allowed us to add "Directions and check-in details will be sent by email 7 days before arrival. Please check your spam / junk / trash folders". This worked.

But then BDC refused to allow a simple change to The Fine Print. Now, the majority of BDC guests don't see the messages. The BDC response is "guests can always phone you". They don't want to phone us. After a long journey, they want to get in to the holiday home and relax. We don't want them to phone us - they shouldn't need to - we've sent them all the info they need.

So it's a system that could and should be wonderful, but ruined by completely stupid BDC policies.

 

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Rogier Rombouts 10 months ago

Thanks for your comment. Untill now it seems to work properly for us. Only by a different lanquage we had some problems. We also asked for their mobile number when they book our appartment so we can sent What's app messages to our guests. So we know for sure they get all the info we want.

 

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Isle of Wight … 10 months ago

Mobile numbers and email addresses are another problem with BDC. They are not verified.

It is very easy for BDC to verify both, but they don't.

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Kitty Reichman 8 months ago

Hello, first time writing in the community, hope I am in the correct topic.

Is there a way to define a specific auto message to specific room? 
I need to give a different safe key code to different bookings according to the booked object. 

This is extra important for last minute late night and weekend bookings.,,

Thank you.

 

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Elizaveta Ivanova 4 months ago

Hi, I am trying to add more visibility to the reported issue that message templates cannot be saved/edited by admin accounts after booking.com implemented recent security changes restricting access to message templates to admin users only. Now admin users are no longer able to edit/save templates.

I created a post about this issue: https://partner.booking.com/en-gb/community/tools-and-account/master-user-not-able-create-or-edit-message-templates

I am currently reviewing posts of other people and adding them to the comments of my post, so this issue could get urgent visibility and resolved asap.

If you are also impacted, please add your details in the comment.

Thank you!