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Booking.com Inbox - Guest Don't Know They Have An Inbox

About half of our guests do not know they have an inbox.

The Booking.com inbox is very important. It is where we send directions, check-in details, coronavirus information, damage deposit information and so on. Yet half the guests don't know that they have an inbox.

If they phone us and ask for information, we tell them it's already in their inbox, but they don't know they have an inbox or how to find it. Booking.com will not help them unless the guest phones Booking.com. Of course, if they don't know they have an inbox, they don't know that there's something they can't see, so don't know that they'll need to phone Booking.com for help.

Many guests arrive, having got lost, because they haven't seen the directions that we send to their Booking.com inbox.

Many guests don't pay their damage deposits and we have to phone Booking.com to ask them to help the guest find their inbox to see that they have to pay the damage deposit and how to pay it.

Many guests arrive with a PIN code, which is something to do with Booking.com, but nothing to do with us. The guests think the PIN code is the key safe code - it isn't.

We used to ask Booking.com to edit "The Fine Print" in our descriptions to say "please check your Booking.com inbox". "The Fine Print" is shown on the booking confirmation with PIN code that guests see. Guests were then aware that they have an inbox and were able to check and see the damage deposit information, the coronavirus information and the directions.

Recently, Booking.com started refusing to add this simple piece of text to "The Fine Print". Now, many guests have problems.

Why do Booking.com make things difficult for us and for guests? Why not just add that simple piece of text to "The Fine Print" to make guests aware of where to find the information they need?

 

 


11
BrookAve

 

Agreed its become a running joke at this stage, how so many cannot see the same page layout and footer content simply showing the same unified content.

 

E.g. contact us link is not visible for everyone on footer bottom section.

 

It was only a few months ago they changed compose message label , and the content on Contact Us page in a detrimental way, layout. More muddled, and badly written.

 

I could go on but I will leave it there.

 

Kind regards

7
Isle of Wight …

Today ..... 3 guest arrivals from Booking.com .... 3 guests phoned us .....

1 - didn't know we had sent directions to his inbox and was lost

2 - didn't know we had sent directions to his inbox and was lost

3 - didn't read the messages we sent to her inbox so came unprepared

The messages we send to their inbox include essential safety information for coronavirus, along with directions and check-in information. It's very important that guests read these messages.

7
Isle of Wight …

Another 3 today, same thing, they didn't read the messages in their inboxes ..... 3 more families lost, on hot days, because they don't know that everything they need to know is right there in their Booking.com inbox .....

And Booking.com refuse to tell guests that they have an inbox .....

11
BrookAve

 

You'd think these utter bellends would have the cop on 2 days before going anywhere to make sure they have their ducks in a row. 

Look up how to get there; how to get in ;how to check-in etc...

Its just dumbfounding, how thick and lazy some people truly are.

 

./facepalm Reminds me of that BBC Old Tv show :   "Some mothers do have 'em "

 

7
Isle of Wight …

The thing is, most of them find their way "close" to where they need to be ..... so they're doing some work to find out how to get there .....

They have PIN code on their booking confirmation .... they think that's their key safe code ....

The one tiny little thing that would make everything much easier for guests and owners is for Booking.com to tell guests to check their inboxes. Guests just don't know that they have inboxes with the information they need.

A couple of years ago, Booking.com recommended that we request a change to The Fine Print (which shows up on the booking confirmation with the PIN code) to say "Guests should check their Booking.com inbox for information". This helped a lot.

A few months ago, Booking.com started refusing this tiny little change. Now, the majority of guests seem to get lost because they don't know that they have a Booking.com inbox with all the info they need .....

So the real bellends are not the guests, they are Booking.com for making things difficult for guests.

 

 

7
Isle of Wight …

And same again today ..... very stroppy guests today, angry at us because they didn't know they had all this information in their booking.com inbox .... and they had given a wrong phone number and wrong email address, and booking.com had tried to contact them and given up .... yet if we were allowed to have "Check your Booking.com inbox" in "The Fine Print" on the guest's booking confirmation, everything would have been fine ......

Why do Booking.com not care about guests? Why do they want guests to be upset, angry, lost? Why don't they want to help guests?

7
Isle of Wight …

And now just had another set of guests shouting at me because they didn't know they had a Booking.com inbox with all the information they need .... 15 minutes of unhappy guests shouting down the phone at us .... and the guests would be much happier if Booking.com would simply tell them that they need to check their Booking.com inbox .....

7
Isle of Wight …

And now it is just about every single guest who asks where they're staying and how to get there ...... several guests every day having no idea where they're going because they didn't know all the info is in their Booking.com inboxes

This cannot be because everyone using Booking.com is stupid

Perhaps we're stupid? What are we missing? How do other hosts / partners send directions to guests?