1
Answered

How do you handle non-communicative guests?

I have my first booking on Bookings.com and i have reached out to my client via a message asking her to please confirm her arrival time so that i can ensure I'll be there to welcome her and do the key hand over.

She is due tomorrow and she still has not communicated back with me. I have a business to run, two kids who i have to pick up from school and meetings to attend and it is imperative that the client gets back to me in so that i can ensure key hand over is flawless.

I'm worried she will grade me as a poor host because i might not be able to be there for key handover because she hasn't confirmed. What do i do in this instance?

 


8
fluff

BDC collect or Hotel Collect (payment)? How long have you been waiting for a reply?

If hotel collect they probably won't arrive.

If the former, is there anyone that can cover you if you're unavailable?

Many guests ignore messages via BDC, either assuming it's junk mail or unimportant (to them at least).

2 years ago
1
Jiwuspa

Its a private apartment. Unfortunately not, it is a Friday, so everyone who i do know is working also.
I will see if i can't send her an email.

Thanks for your feedback!

2 years ago
1
Templecourt206

HI!
I have a private apartment and this happened quite a lot to me. More so with international guests!

Even with the initial welcome message containing all the information they need for the lock box next to the door (perfect for self serve check in) and information on check in times etc. Even translated to whichever language it is but even so,sometimes they still haven't communicated,then rock up more often than not a couple of hours before check in and are very confused , which I always feel awful as sometimes people who don't take much notice would assume it's a hotel when it's a private residence and have a horrible time trying to figure it all out despite my many attempts at contact

Now, I just leave the keys in the door and hope for the best but yeah, again these are the guest who do leave a bad review! It's very annoying!

It hasn't happened to me in quite a while though as I changed my welcome message to say how important it is I have their contact details so can give them details on how to gain access and also have you downloaded what's app? A lot of guests use that,especially overseas guests and I just pop their contact number into what's app and they usually appear and are able to communicate thru that platform

Hope things have gotten easier for you!

1 year ago
4
Janefryer

I am new to booking.com and someone has annoyingly booked only three days in the middle of high season for maximum 3 guests. OK, nothing I can do about that but they have not responded to three messages asking for arrival time, phone number etc. I have two further bookings where the email address was provided and I was able to send full information about the apartment and finding the address from airport/train/motorway etc. So much better for the guest and myself. It is most frustrating because I dont think they are serious. I have written in English, Korean and French. (Thank you google translate) . I just hope they will cancel in time for me to find a replacement. Otherwise what do I do if the moment comes and still no communication?

1 year ago
8
fluff

You didn't mention the payment type.

Firstly I would close that loophole (minimum stay) that allowed a short booking where you don't want one.

If the payment is to you, not BDC collect, then I would say I'm having trouble getting payment off the card, mark it as invalid and then cancel them after the 24hour waiting period. Then they won't be able to rebook as you've changed your minimum stay already.

1 year ago
4
Janefryer

Thanks. They pay total amount 60 days before so he has until next Thursday to cancel for free. So, its not payment I am worried about but lack of communication should he not cancel. If I lengthen my minimum stay, I will lose a lot of bookings as this is a pass through holiday town. Many people doing flying tours via Italy, France and Spain. But normally July and August bring weekly stays.

I have to say I did not know I could get involved in collecting payment. I thought bdc took it automatically themselves. Something else I missed whilst setting up I guess.

1 year ago
8
fluff

Did you know you can set minimum stay to be date specific? Therefore, for just particular times of year when you want to attract weekly or more bookings, increase the minimum stay so you can avoid "someone has annoyingly booked only three days in the middle of high season". Leaving less sensitive dates with your current setting.

Hotel collection of payment only works well if you can have the facility of an off-line credit card machine i.e. can take payments without a physical card. This is up to your bank or some countries have third party companies that offer this service.

1 year ago
4
Janefryer

Yes thanks I know about altering the minimum stay. If I do I will lose bookings as cannot rely on enough folk wanting whole weeks.....but hope none the less. I have been renting for many years so know the pattern but times keep a changing as do the clientel and more particularly the empowerment of holiday sites who now dictate to us how it must be done an whereby we are being slowly forced by most into instantbook.. The golden years are gone.

Thanks for all your imput. If I dont hear from the guest I suppose I will need to contact bdc direct.

Happy Days!

1 year ago