At Click. 2023 Miami, Sydney Stanback, a Senior Manager on...
At Booking.com, we are actively working to make it easier for...
Can I report a bad guest?
How can I report a bad guest?
I just had some bad guests this weekend. I would also like to know if we can blacklist bad guests? And how to stop them from re-booking.
From what I DON'T see on this page, seems like Booking.com don't care in this area. Had a no-show tonight, and when I rang the "booker" he hung up on me. There MUST be a method whereby other hosts are protected from this frustrating stuff.
i faced the same issue
Me too, and many times!! I getting tired of Booking. Not a user friendly platform and really hard to communicate with them.
To avoid No-Shows there are few options such as activating "Payments by Booking.com" or "Online payments by Booking" or collecting deposits in advance. If you are taking payments only by cash then this is a risk you choosed to take.
It's very clear what quiet is.
It's a noise level below 30dB at all times.
You don't have that because you overbook.
It's also not something a guest would mark, it's what they're entitled to know under the Laws of Consumer Protection in the EU.
Of course, there's exceptions for shady privatisation schemes.
Oh I am sorry, I was talking about your quiet room conundrum
There is a website in the Uk that you can list really bad guests on
Dont suprise to know that there are a list like this in UK
cause all bad guest and demanding, threatening giving bad review to ask for free upgrade come from England guest all the most
Ofcourse they don't care because it is a part of business.You can consider this business as a mental isntitution with a free pass. You'll get to meet all kinds of people, with different persepctives, cultures, mental patients etc.. If you had bad experience with them beleive me they probably wont rebook with you in the future. You are proteceted by the cancelation and other policies that you can set the quite strict.. what is the problem?
Yes , you can. Well at least I can.It may not have rolled out to everybody yet.
Look for these on the right hand side of the extranet booking page.
There is also a blocking tick box on the second click through screen
I have to say I think it says a lot about Booking.com that they take a minimum of 15% of our revenue and then expect us.............THEIR CUSTOMERS to provide customer service responses.I am stunned that they do not offer advice on this forum.
It seems harder and harder to get the phone answered when we I call in and it takes an age to get a response from an e mail query if ever.
Customer service agents seem under pressure.I have had robotic and unhelpful responses recently..Things have deteriorated
yeh you ! I am reaching out about our partnership !
Wow! MikeEvans, thank you! I didn't know this option existed. Perhaps it is new? I have a property in the Netherlands and had some guests last year theat smoked inside and left the house smelling of marijuana. I contacted Booking.com to see if I could leave a complaint of their misconduct and their response was that I could report them to police. Smoking marijuana is not illegal in the Netherlands so this was not the appropriate response. I simply wanted to notify them so that perhaps this would be noted on their account so that future hosts would be aware that they are not respectful of house rules. This is good news that they seem to have changed this. :)
Oh actually, upon checking, I can see that this is still not an option for me so I guess it hasn't been rolled out for everyone yet :(
These are my only options :(
why did the Booking stop the guest that the Hotel`s or property had done report toward them . which is not fair that bad people play and Destroy and could badly effect our work ,,,
What about if you accept that bad people exist everywhere? In all businesses? Luckly for us the good ones are in a majortiy and we must focus on them. Learn to accept different perspectives, cultures.. Sometimes we are going to host some patients, but that is the reality and not woth of a stress. We don't live in a perfect world.
You can report a bad guest and this is what you will get from booking.com's Customer services: "I apologize that there isn't much more that we can do from our position between you and the guest. " Throughout the process, we felt strongly that booking.com has trained their customer service to push the hosts around. All they care is they get commission paid.
We also use airbnb and never had this happened in three years we are on airbnb. We have now requested to terminate the contract with booking.com and delist our property.
Well take care, wish you lots of bookings. Bye :)
Its sad reading that an owner thinks we should accept poor behaviour as stated above 9 days ago
There is a point in having a reporting system which he is missing
Once the misconduct is proven then its quite simple - depending on the severity of the misconduct the guest should either be warned or banned by booking.com
Visit England- the UKs official tourism organisation advises telling guests whose behaviour is unacceptable to leave
"Prevention is always the best. I would suggest revision on your policies. Ensure guest are made aware of your policies prior to booking. Samples Noise: For the comfort of other guests we have strict no noise policy after 10 pm. No Party Policy:This policy is designed to ensure that all our guests can enjoy their time with us and not be inconvenienced through noise and action of others. Any guest failing to comply with this may be asked to leave without refund. Address your main concerns/complaints, then update your policies. The most important thing is to follow through on your policies. You will then gain more trusted guests.Samples Noise: For the comfort of other guests we have strict no noise policy after 10 pm. No Party Policy:This policy is designed to ensure that all our guests can enjoy their time with us and not be inconvenienced through noise and action of others. Any guest failing to comply with this may be asked to leave without refund. Address your main concerns/complaints, then update your policies. The most important thing is to follow through on your policies. You will then gain more trusted guests.Then you have damage deposits etc etc... so many tools that you can use in your favour...David I never said that we should accept bad behaviour. I wouldn't. But I am ready for those patients to take a proper action.. Not by crying by reporting them to booking.com. Even on AirBnB if you will give them a lots of proof about the damage or bad behaviour they will decline your request for an extra payment etc.
No matter how many tools they've got they're ineffective since the guest can still go against the policies! No matter how many rules there are if the guest can get away with breaking them without being affected it's all a shiny polished theoritical bunch of crap! When the damage is done in our apartment it's done, but we should be at least able to warn other hosts about the potential value of the guests they might get , through a host review! It doesn't go one way I'm afraid! Whats the problem with reviewing the guests anyway? And I don't shed tears when I report a guest to booking.com. The next host having them might though.
I am personally extremely disappointed from Booking.com and their customer service department. I do not feel supported at all from them.
They charge us all high commission rates but every time you are in need of help you get nothing in return. They only help you regarding setting up your listing etc. but nothing more than that. I feel as partner I am always on the loosing end.
NO SHOW guest with invalid credit card - NOT THEIR PROBLEM
CANCELLATION from guest with invalid credit card - NOT THEIR PROBLEM
All they do to help is send an email to the guest and this is where their help and assistance end. This is what we pay commission for.. push of a send button.
They don't even black list guests so other properties are warned that these guests for example (do not show up, do not pay their cancellation fees etc) As long as Booking.com is making money out of us that's good enough for them.
They do not realize that we are their customers, we are paying them so they should be working for us.
In a reversed situation it's a totally different picture, we as partners can not CANCEL booking even if we are over booked if we do we are facing charges which Booking.com is passing on to us with an invoice and they sure will collect all that but they can not collect the fee that is due to us by a guest.
Really really unfair.
What are your thoughts.
Lets hope that if a lot of us start making a lot of noise Booking.com will wake up and start looking better after us.
PS: Maybe we should start here in the forum a chat where we can put the guests names and details so we look after one another and protect each other if Booking.com won't do it.
Turn on the nonrefundable rate plan
easy to get prepayment money in advance
invalid to charge? Use tool to report invalid card and get rid of it after 24h
100% agree, we are their customers and I feel like you, always on the loosing end. Rude guest leaves my property unhappy, with complaints which don’t stand up, my feedback is fab from other guests and now I have to repay their stay?? Booking.com don’t side with the owners at all. Spent weekend trying to work out what’s went wrong only to realise the unhappy guest is very rude and couldn’t be happy no matter what was proposed. Next time she needs to go to the Hilton with room service, gold plated everything and a top class staff chef. Not a lovely cozy cottage on a Scottish island.
Of course it's not their problem. They have all the tools available.. use them properly. If we can do it, so can you I assume? I've been in your skin years ago, so its really funny to read this. :) Black list? Just let it go man.. It's not worth it.. Activate Payments by booking.com or online payments, get yourself a POS terminal, manage your policies more strict.. You were overbooked? Get yourself a Chanel Manager and this won't happen, etc.. More actions.. less crying. :)
I was once overbooked but there was no crying about it I paid what I had to and that’s it.But it seems you are not getting the point. How is Booking.com verifying that they are not passing us invalid credit card numbers??
I have a POS but if the number is not valid I can’t charge the guests can I.
I am just expressing my frustration with a service provided.
Since by the look of it you have more knowledge maybe you can tell me how is Booking.com supporting us to collect cancellation fees from guests??
The solution is not get yourself a Chanel manager or don’t use Booking.com, this is actually not addressing existing issue.
Providing you invalid or fake credit card numbers is exactly like passing in shops around town counterfeit money.
You think that’s ok??
What I am talking about is improving the system in which Booking.com operates.
If we don’t express our concerns they will think that everything is Hunky Dory, they are so gr8, gr8 customer service and so on.
Booking is not verifying credit cards. You personally should verify the guest credit card if it is valid or not. If it is not, you can report unvalid credit card and if the guest doesn't update the card information in 24 hours you can cancel the booking.You don't have to charge the card you can make a preauthorisation of 1€ (reserve funds). As I said before I understand your frustration because I've been there done that. Now I don't have issues with this. How is booking supporting us? By activating Payments by Booking.com or you should enable Online payments:Online payments:
Payments by Booking.com
System is improved and offer you many options. The ones I provided are safe and secured. If you are handling payments directly with the guests it is up t oyou how are you going to procceed. Such as taking a deposit before arrival (setting your policies more strict). From my point of view system is well improved since the early years working with booking.com. For me it is working great and I dont have a complaints about the things you listed.. You are just not well informed about the system. :)
As a host, I am very surprised that Pibimarco thinks what Booking.com does is all OK. As mentioned before, we list our properties on multiple platforms and the protection and assistance from booking.com is the least and it has become very clear to us now that all the customer service does is push a send button and tell you there is nothing they can do. They do NOT care.
When you report a bad guest, like the one we had, who smoked weeds in our bedrooms, pulled blades off the ceiling fan, and stole our fine wines, I really wish that booking.com would black list him so that other hosts can avoid them. But no ... there is even no way for us to leave a review on this person. Once he leaves and booking.com gets paid, sorry, if the host had damage. "Please report to the police" is the advice we received from booking.com.
If all booking.com does is as they said to us -- "there is nothing we can do", then, lower the commission charged and therefore lower the expectations on the level of services and support.
Many people say that airbnb is the same. From my own experience as an airbnb host, I would say that's not true. To start with, airbnb does not charge hosts much and therefore, if they say that the guests are their customers, you kinda think it is fair. When there is bad behavior, if you report within 24 hours, airbnb will help to resolve the situation. In addition, on the airbnb platform, you can read reviews of all guests and therefore, decide if you want to host a group. Again, take our property as an example, we prefer families and working professional as we are more experienced in hosting them -- know what they want and therefore prepare well. And we ask our guests to respect our home as their own. We had one incident with airbnb booking, but the level of support and response from airbnb gave us confidence that we can stay and this can be prevented in the future. Booking.com however would not allow you to refuse or cancel a booking and would not give you the option to accept of decline a booking either.
Anyway, if a host thinks he is doing well on booking.com, and can continue, that's fine. But as someone who experienced bad guest, damages to our home, and no support from booking.com and very little protection or choice, I have decided to delist my property from booking.com.
Good luck to you all.
Really, go to community forum on AirBnB and you will see how many hosts weren't repaid for the damage that accoured despite all the evidence they provided. And I also hadn't bad guests from AirBnB. In fact they are one of the best guests comparing to other OTA's.Also I NEVER said it is OK! I said it is part of the business and PREVENTION maters, taking damage deposits upfront etc. Same as with cancelation policies and no shows etc.. But I will not repeat myself.. don't have time and energy for buthurt owners or guests. Get off your high horse already and good luck to you too.
I absolutely agree with Swarwick999 who actually talks about lack of support and respect of Partners from Booking.com.
I know in my own experience that Booking.com really does not care about our problems. I agree that when you are in holiday business it is impossible to have only perfect guests. However, it does not mean Booking.com can use such reply "there is nothing we can do".
That is the real problem especially when it comes to review system and cancellations.
For example, I don't know what I should expect from coming guests because there is no reviews of them. Yes, it is part of the business but it could be OK when I'm running my own web site and receive bookings there. When the property listed on the OTA and you pay 15% commission you can expect help with this I suppose. AirBnB deal with that perfectly.
When I got untrue review on Booking.com and gave them evidence I was told: "If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever.”
I think it is not adequate reply to someone who pays you.
I support all of your point of views ! But we are talking and one thing is obvious - there is no BLACK LIST - maybe booking doesnt need such a list because many people will be reduced !
I can give you an example with a guest who left without paying. He even told me that he is booking.com employee and if i have any questions i can ask him for everything. I can said that i am very aware person, but this guy trick me. I want to publish his name and i want to tell everyone how he sneak as a mouse.
I am sure that even if wrote a long email with evidence and everything to booking, they will reply me - "we send an email to the guest"
We need to know those people in advance in order to take the nesseccary actions and prevent such situations.
Now most of the unfair guests just see an option to travel for free and to cheat the people around!
p.s. Monet208 could please share with us the name of this black list in UK ?
why is there not a guest review system like on Aribnb? that would warn other hosts of the dangers of accepting some of these dodgy guests!
I've just had a guest come and they paid for 3 guests to stay but they had 4. Didn't realise it until they were leaving and booking.com has said they can contact them but if the guests doesnt want to pay then there is nothing that can be done. That's really poor customer service from booking.com. Might just switch over fully to Airbnb as you are covered for all sorts of stuff like that.
Because AirBnB is home based platform, Booking.com is hotel based platform.
Not true. Booking lists tons of home-based rentals when you search our resort area, often well ahead of traditional hotels, inns & B&Bs. It's one of the ways they're becoming even less valuable to hotels, and why many are dropping them.
The primary model is Hotel based. The same goes for Expedia.com, HRS.com, Hostelworld... Home based rentals (AirBnB, HomeAway..) came after.
Many are dropping them? Not really.
We had a guest who came twice at the property. The second time he left the room with human waste and feces all over and left the property without saying anything and left the key into our post box withour having a proper CHECK OUT. We could not sell the room for days and mattress, towels and bed sheets, we had to destroy them. We sent the note to booking.com with pictures and evidences to claim the damages made to our property. Well guess what. The client got offended when booking sent him the pictures and the amount to pay and sent 2 reviews suddendly complaining about basic everything at the property. The first review was eliminated by booking.com because of constant herrasment against the owners and false information. So suddenly the host ( property ) are the victims of a client misconduct? The only response from booking.com we have recieved after one month was: Quote: Was your issue resolved or how you are rating our costumer help in that matter o and yes very important , they dont charge us Comission , because of guest misconduct.