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?