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A passion for Service Excellence

Hi everyone, i've recently joined Booking.com as a partner to provide a two bed apartment for rent in the hilly area of Pakistan., Murree. I would appreciate any help support from the group to maxmize revenue whie fulfilling my passion to deliver excellent service to our guest.

59 Replies

8
Leandri Klopper

Hi there!

I wish you much success in this endevour! We hospitality enthusiasts must stick together and help each other where we can. Luckility, Booking.com's website is extremely well set up so you won't need much guidance.

Booking.com has a Step by Step method that you can follow to ensure your property is attractive to perspective clients. When you load it, the system will give you a list of what to add to show guests exactly what they are booking. As you complete each tickbox, the website gives you a rating to indicate how your property looks to the guests.

You can even complete this list before the property goes live so that you can just added availability and get bookings as soon as it does go live!

The website literally tells you how many photos to add, what quality the photos must be, they ask you to load up photos of the specific room you are renting out. On the Property tab at the top, under Property Page Score page you will be able to find this list.

Happy Bookings!

Kind regards.

1 year ago
1
Muyntombi

Hi, another important thing is to always be the host that offers the best smile. I also find that providing things like extra toiletry helps. Just cheap toothbrushes, toothpaste and deodorant because people sometimes forget them.

1 year ago
1
Debra Quartermain

from the moment you open the door to say Welcome you become part of the guest’s experience while travelling. Be warm, friendly and caring. Offer guides and maps of the local area and its attractions. I always have cookies out and the guests have coffee makers, bottled water and a tea bar to enjoy a refreshment break when they arrive.

1 year ago
1
Napoleonkaris

Napoleons Rafting Camp Sagana - Kenya is happy to be a part of this .....Hospitality partnership helping conversations that will help us give an outstanding Excellent Services to our Guest ......

1 year ago
1
Info

We found that if our properties don't get booked regularly via Booking.com it is harder to get bookings again as we fall back in the listings. then we have to do promotions to get the flow going again and it gets better. Maybe you might have the same problem?!

1 year ago
1
Casadosmilagressa

I gradually increased the comfort level of the rented Apartments by analysing in depth the comments listed by guests in their reviews. As a result, the improving average guest review score goes hand in hand with the increased number of bookings. Regards.

1 year ago
1
Napoleonkaris

I like Debra’s comment that we should be warm Friendly and Caring in this sensitive industry of hospitality

1 year ago
8
Leandri Klopper

Hi Muyntombi ,

I agree that a smile can completely put the guest in a relaxed and happy mood. However I would be a bit cautious to provide cheap toiletries. Our property does have a supplier that we get Small soap bars etc from but I'd be very careful placing things like Toothbrushes or Deodarant as guests can be quite picky about such things. Even myself, I wouldn't use deodarant that I'm not famiar with for fear of a bad reaction. You might even get that guest that asks for another brand...

It's a very nice thought though!

1 year ago
2
European Connection

While general customer service routine (smile, welcome, surprise presents, being positive, solving problems) is mandatory, it is also very important to evaluate your guests.

While you should assume that all your guests are nice, positive people of course, also keep in mind the probability that some might cause trouble, and try your best to identify potential trouble makers and type of problems they might cause.

Like this gentleman seems like heavy drinker-so keep an eye on him to prevent any problems which too much alcohol causes.

Or certain lady is dressed to light and pays too much attention to someones else's husband. Not your business of course, but keep in mind that someone in this triangle might explode and you or your staff member needs to be there in no time to calm flaming passions.

Same goes to criminal like individuals, football fans, over-zealot religious people, mothers with young babies, people who bring big animals, etc etc.

It is counter productive to try to block them from entry of make them feel unwelcome, but keep your eyes open

1 year ago
1
Interiorstopcentre

Congrats on joinning the booking.com family.
My advise will be to touch your guests heart with the way you and your staffs attend to them.
It is not what you do but how you do it. Remember they might not remember what you said but will never forget how you made them feel.

1 year ago
2
Leannemccarty23

Hi there,
We have a studio that we have put on booking.com.
We greet our customers with big smiles and welcoming chat, help them with their bags etc. We supply regular sized shampoo, conditioner, body lotion, pump soap both in the shower and on the hand Basin.
We also provide a mini bottle of bubbles and a small bottle of beer on arrival, as guests have travelled and love a drink to relax on arrival or later on when they have settled in.
We do touch base with them during their stay to make sure everything is okay and always say to just ask us if they need anything or want to know anything.
We get great feedback, so we must be doing the right things

1 year ago
1
Myhomeguestpol…

Hey all,

It is nice to read all of opinion provided by many of host.

I would like to explain my passion and view of our guests simply as;

From the beginning point of booking by a guest, it is very important for me. I send automatic welcome message to each and every guest. In that message I used explain which kind of services we are providing. When close the day of arrival I tried to get their expected arrival time. Then we can arrange and get ready for everything without any disbursement. I think the Guest is a king for our business.

Because if we are treated and supply great hospitality, they will happy. I think the main aim of our business is not earning the money. We have to get smile on each and every guest. That is very worthy than the money. Then only we can have more guests. Also after arrival of guest you should have a day plan for each guest. That will be very easy for them and us. We should maintain well-cleaned rooms and bathrooms. I think keep your room charges little more reduce. Give better service and get more customers.

I think these tips will help you to boost your guest.

1 year ago
2
The Mermaid at Azure

Hello fellow hospitality enthusiasts,

On top of all the superb material things we can offer, the best is the genuine and warm hospitality that our guests deserve.

Soar higher on that fellas! :)

1 year ago
1
Murali

hello everybody..

1 year ago
1
Ed & Barbara

We leave a little welcome note in the room with our personal cell phone numbers and tell our guests to call us anytime for any request they need addressed. Also we leave a questionnaire so they can add commits on anything they would think would make our property better. This also gives them a chance to vent any complaints directly to us and not do them in a review. As the old saying goes you can not fix what you do not know needs fixing.

1 year ago
1
Anchorinnbnb

The best way to get your property viewed is the quality of the photo's for your on line presents. The photo's you choose need to reflect your property. Make sure your photo's reflect your passion. If people can see them selves in the photo they will book their stay with you.

Always greet guest and provide a personal tour of the accommodation and services they can expect. Point out any additional or small details that guest want but might not think of until after hours. This helps greatly in reducing help call at night.

All best to you on your adventure.

Marie

1 year ago
2
The Mermaid at Azure

Hello Ed and Barbara :)

Thanks a lot for sharing your wisdom. That's indeed correct. Questionnaire to mitigate putting their negative comments on a review :)

1 year ago
5
Le Balcon des Jasses

Give a little more than visitor expect, than all be wonderful.....

Le Balcon des Jasses

Lucy

1 year ago
2
Ranthambore Ba…

List your property on maximum OTA's which will give a indirect SEO boost to your property in google crawling and do not forget to take SEO experts advise while designing a website.

1 year ago
2
Life on 3rd Gu…

Best of luck with this new endeavor. As stated previously, a warm welcome goes a long way. This industry can get difficult at times, but the friendly guests always make it worth it. Keep your focus on that and the many amazing skills you will learn.

1 year ago
5
Le Balcon des Jasses

Every visitor get a little card with there name on and some practical informations together with the key when they arrive. Its a good idea, and people collect the card.

We have some people travel for business, its great idea to take extra care of this people ass traveling business people talk to each other, we have this habbit to give pthis people a little cutty back when check out, with fresh fruit, a water a snack and a card, this people is good to accomadate, most arrive alone, check out very early, so I have time to rest after clean the room.

Just an idea we do a little extra for.

Good luck

Le Balcon des Jasses; Lucy

1 year ago
1
Janaki

Dear Guest friends we are just joined with booking.com as team business family from this year, although we were working with tourist since 30 years .... we enjoy in our job with our lovely guest and friendly behavior of the information team of booking.com .

We are based in Kathmandu , Nepal. Our website gives you an short information to indicate how your property looks like to the guests although not very professional.

We have clean rooms and clean comfortable beds and wonderful hot shower with clean bath room and very quite rooms , we do not have bunks beds .

Our guest can share the kitchen with us. We are far from the center of many different monuments.

Regards to our guest .

Janaki Prasad parajuli --

BnB Royal Tourist House

Sorakhutte - Kaldhara Kathmandu,

janaki@nectravels.com

www.thamelgroup.com

1 year ago
2
Adagio Accommo…

hello!

Sorry late reply, but belive me, justified delay. Before starting, think of the property you are going to invest in for this bussiness, of it's size, tipe, and most of all - LOCATION.

My experiance shaws that several factors has major influence on guest perception of your delivering service exelence:

1. first contact thrugh reservation proces (prompt response and explantion of any unclear metter, wellcome letter with location instruction and gethering information of exact time of arrival)

2. cleanliness of the place, bedings, towels etc..

3. well equiped bathroom, kiving room, bedroom and kitchen with all amenities,,,,

4, neat, friendly and helpfull owner and staff (knowing a lenguage is big plus and is worth investing in a long run.)

5 guests like the feeling of appreciation, (like water, milk, juice or some fruit in the fridge, oil and vinegar, sugar coffe and tea in the kitchen), a small token like bookmark, fridge magnet or any other local souvenir will go long way. This things make them feel home away of home.(If I were a guest Id appreciate that too)

May be it's a good idea to look at your place from the guests point of view, Than you can notice what they might missing.

Regards

Nera

1 year ago
5
Le Balcon des Jasses

Hi

100% agree with every word, we have been doing this in almost 17 years, get right is a big job, but when you see happy customer and get good mark, its great, I enjoy every day. Good Luck

Lucy

Le Balcon des Jasses,; France

1 year ago
2
Malapascuabudgetinn

Hello everyone!

In my hostel, I always give that element of surprise in almost everything that I do. Here’s my strategy :

1. I advertised my dorm beds as fan room but I give free upgrade of aircon during sleeping time if fully booked or at least 6 people in the room. They would feel great value of money for what they’re paying. And on my side trying to balance client satisfaction and keeping up with good revenues.

2. I am always grateful for every people that comes to my hostel. So if I am doing groceries I make sure I have something for every guests like small inported chocolate that would only cost around 25 cents. Always remember small things would count if heartily given.

3. In this hospitality business you need to lose something to gain in the end. That means you need to invest in something that has high potential for growth and great revenues. Doing great acts and giving freebies to guests is a great way to keep up with good ratings and reviews. You might lose some but the returns are great. They are your very powerful tool for advertising - your guests! Through the power of mouth and recommendations via reviews and social media.

4. I always listen to my guests experiences from different hostels around the world and what they like in every hostels they’ve been too. It’s like getting almost everything that they would want in the hostel. Coz for me the business is created not for me but for them to enjoy and they deserve to to be heard and valued.

5. Always respect Cultural diversity and embrace them for who they are and always wear your genuine smile.

6. After every check in I always tell them to approach us whenever they needed something.

7. Currently making a small card with a map on best restaurants and diveshops and important establishments to go. And at the back is information about my hostel, the services we provide and my contact details. This is very important for a stranger who wants to know about the place they’re into and the things they need to do in the island. It’s an added service that they would love to have - great information!

8. I never thought transportation business could be a potential business for me also. It adds up revenuew to my company everytime my guests would request car pick fromthe airport heading to my hostel. They feel secure and safe with the services we provide and at the same time it adds more income for my company.

9. Every business is a game of numbers - if I am fully booked with almost 50 guests in the hostel I throw out a drinking party for everyone. I spent only around 5% of what I earned during that day but seeing happy smiles, great moments, connecting with guests and socializing is the best part ever. Recommendations are so great everytime they’re happy. There was one guests who referred group of guests the following day worth 400$ but I only spent 40$ that night! Am I losing? Of course not. That’s how I play the game in this industry. Thank God I am the sole proprietor nobody gets strong with every decisions that I make. Haha

10. I am now on my 3rd year running my own business and I am building a 2 storey building with 72 beds. I am expanding since I cant’t accomodate everyone during peak season. The love I get from my guests are so overwhelming. With the new building that I am about to open this year is hotel quality type accomodation and of course a shower heater and aircon for only 8-12$ per night. Every traveler deserves a great staya d accomodation. When they appreciate everything that you give they will definitely give you great reviews and that’s how you soar high above your competitors.

11. I give motivational factors for my staff to really work hard for the best. I put up a tip box at the reception for happy clients who would love to share their blessings everytime they’re happy and satisfied. I also give out incentive to my staff for every 10 perfect score on booking they get and 5 excellent stars on tripadvisor. It’s an added income for them and that adds more for their family. You gotta learn how to love your guests and your staff. Your growth will be much faster if you love both of them. Returns are great and that’s guaranteed.

How I wish I can share and talk to everyone about my success stories.
I will be willing to share. I am a nobody before. I have zero bank account year 2012 and now having 7 properties and majority are all giving me passive income and having 2 companies. I am always grateful and feel so blessed. Booking is really a great tool also to increase your bookings. 80% of my guests are from booking.

God bless everyone! Soar high! Enjoy and love what you’re doing! After all it isn’t just all about money but howyou make a difference and live a meaningful life!

Cheers!

Jose Amistoso Jr.
Malapascua Budget Inn owner

1 year ago
7
Thuild - Your …

Awesome story Jose.

Wish my area would be touristy as I also have a building which can be transformed into a hostel. But most likely I will renovate and sell it.

Your small island is booming. That's so nice to see.

Best of luck,

Zsolt - www.thuild.com

1 year ago
2
Malapascuabudgetinn

Hi Zsolt of www.thuild.com,

Sometimes you have to coordinate with the tourism department in your place.

Every place in our country are being featured through the help of of influencers and bloggers and of course with the big support from government officials. They can spend money for the tourism industry. More income for you means more income for the government also. Booming tourism in every place would add more jobs esp to the locals and that’s they wish to happen also. So it’s a win win situation.

Or you can even invite social media influencers who has a drone. Try to lists all the tourists spots they can feature in your place, beautiful areas to visit, chill and relax and of course feature your place. What’s in it for them if they will stay. Some influencers are ok with ex deals, free stay and accomodation with free food to feature your place. Some would ask a little extra but that won’t hurt you so much.

I have invited one social media influencer locally based and I got almost 300,000 views hitting the local market. Now I am also thinking of an international influencer hitting the international market in different nationalities with lots of followers. I have also invited 20 bloggers to write something about my hostel. That gives me so much exposure since 2016. Google wise my hostel will pop out from the search engine. I also have a website where I paid an SEO to rank with the searches. I’ve done all possible marketing strategy just to be on top of the game.

When I bought the place, it was just a house and converted it to a hostel. I was super nervous because of my loans and orher bills and obligations. Good thing I partnered with booking and I just hit the right market through their help. It was a roller coaster experience at the beginning and super risky but everything is all worth the sacrifice. No pain no gain.

I’ve learned from businessman having the same business as mine in my neighborhood. I make friends with them. We work as a team in our tourism industry. For me they’re not a threat coz I have a different market and my presentation online is quite different in terms of marketing strategy.

And thank you to click coz I am now learninga lot. There’s no other way to be more succesful but to keep improving and improving and make your clients happy 😉

Best wishes!

Jose aka Jr

1 year ago
2
Malapascuabudgetinn

Hi Farhankhan23,

You can read the comments that I have written few days ago.

Keep reading articles in CLICK. Booking usually sends email for every new article being published. That’s where you can learn from different business owners with different experiences in making their business succesful. And most importantly always ask advice from guests on ways to improve your place. And last but not the least, focus on great customer service coz if you do you’ll have an amazing road towards great reviews and ratings. And that would result to more bookings.

Best of luck!

Jose

Wish you all the best

1 year ago
2
Alasma

Hi Farhan
Muree is a beautiful place ,I still miss it.
I agree with all comments mentioned before. Definitely put your place on Google . So visitors can spot it quickly if guests are not coming through booking.com.
Points if interest around your place and your knowledge of surroundings will be beneficial to guests.
Safety tips .
A clean ,comfortable place, warm welcome, pre/post/ during stay communication is a key of hospitality.
You can arrange discount vouchers/codes from local restaurant/guides/ horse riding/souvenier shop etc. So you can promote them too and guests can make most of their trip.
Tea bags, coffee ,milk and water bottle will be great in the kitchen.
All the best for your ventures.

5 months ago
9
M Adamopoulou

Very helpful info from everybody. Thanks for input.

5 months ago
2
Nabin Giri

Hey Everyone i am from Nepal, i have been running budget hotel at Thamel, Kathmandu,Nepal but we has has got some booking and our customers from booking.com is always happy but when we request them to review then at first they said for sure i will but at last we didn't got any review so guys do you have any idea about that

5 months ago
9
M Adamopoulou

Hi!-Aashish- Giri nice to have you in the forum. Sometimes guests just don't want to leave a review. They don't understand the meaning of it. I sometimes after their departure Isend them a farewell message reminding them to leave me a review.
Wish you a Happy New Year.

5 months ago
5
Le Balcon des Jasses

REVIEW!!!!!

Hi Every one. This is exactly a point I like.

No problem in the Summer time to get a very good review, I have 9.5, and thats very good for my B and B.

BUT the best review are always in the Summer Time when people can use Garden, Jacuzzi, Balcony, BBQ, and The Sun..

In the 3 Month Winter time it's more difficult for us, how to do?

Yesterday I had a Family for one night. The temperatur in there room and Bath are set on 21 degree C. Some body need moren some body a Cold room to sleep in. My bedding are a High quality, and the rooms are well decorated and comfortable.

But my last family give 6.3, BAD and SAD...

I got 10 for Breakfast, and complain about cold room, high price and boring... Yes all outdoor activity are not there, I know, but How to do??

All room have big TV with many canals, DVD player, lots of books, Wifi and all room have Private sitting area and kitchen..But 3 month its Cold here...

Looking forward to hear from Youuuuu band youuu

Happy New Year from Lucy

Le Balcon des Jasses

South France...

5 months ago
9
M Adamopoulou

-Le-Balcon-des-Jasses. As you said in the summer no problem. The weather is nice and people are mostly in a good mood. Winter is cold and people often nag more. In the winter time my property is closed so I have no nagging. No extra money but I can live with out it. Cheer up good reviews come and go even if you are excellent....

Cheers!!!

5 months ago
5
Le Balcon des Jasses

M Adamopoulou

Thank you. Im always closed in November, but like to have open and serve my clients,

I want to think about close in the 3 cold month, thank you, all the best

Lucy

Le Balcon des Jasses

5 months ago
1
TT

If you love what you do, you've maximized your happiness. The rest takes care of itself.

5 months ago
9
M Adamopoulou

TT well said. I like that very much and I that’s what I have been doing all of my life.
Lucy actually I close my property for guests in the winter because I move in and enjoy. It’s hot and cosy and have a spectacular view of the mountains and the sea.
Have a nice weekend...

5 months ago
6
michael beeston

Le Balcon....Well done guys 9.4 (very high).........I think any thing above 8/8.5 is special, and a lot of persistent work....Cheers michael.

5 months ago
9
M Adamopoulou

Hello Michael I guess you have been very busy as well due to celebrations for The New Year.
Cheers!!!

5 months ago
6
michael beeston

Hi "M" and welcome to 2019.WOW !! we have been incredibly busy, all apartments and houses have been full full from the beginning of December and our property in the Pinnacle has had almost 10 back to backs in a row !!!.Fabulous but a lot of work..Bring on the rest of the year !!!!!......The rest of January and Feb we are very full with it starting to quieten down a little in March.............we are going to Argentina/Brazil and Peru in early March, so looking forward to the break..Michael.

5 months ago
5
Le Balcon des Jasses

michael beeston , Thank you, 16 years hard work, pay out, great, actually I have 9.5 now, But high score put a pressure on you, my visitor expect a lot

Have a happy sunny sunday

Lucy

5 months ago
6
michael beeston

Bonjour Lucy.I know, high score but plenty of pressure...well done and enjoy the new 2019..Michael.

5 months ago
6
michael beeston

haha a late light meal tonight.Love the pictures of the Snow everyone.it is super hot in Aussie at the moment.

5 months ago
9
M Adamopoulou

Michael yiami yiami!!!
Great work always pays!!!!
Wish you all the best for the coming year!!!

5 months ago
9
M Adamopoulou

Lucky guys you are going to Argentina, Brazil, Peru. It’s certainly a dream. I have friends in Brazil and they have told me it’s magnificent. Take a lot pictures for us to see. I am so jealous!!!

5 months ago