1

Partner community

Can I just say that I think the Partner Community is not very useful when I want an answer to a question, which is usually what I am looking for.  In this day and age, sometimes we just do not have time to actually sit around and have a chat on Partner forums / communities.

It is not all that useful to find an answer VERY quickly, because you have to scroll and scroll and scroll... thru subjects which is just not what I want when I am looking for an answer. I am an owner operator and with a 24/7 type of business just do not have a whole lot of time for 'community time'.  Anyway, that is just my feedback. It also takes quite a while and many clicks to actually get to where I can ask the question I need to ask. 

17 Replies
84 Views

10
BrookAve

 

Hi

 

On one hand that an unfair opening statement.

As it is always the same few handful of partners that try to advise, guide, direct others.

 


On other hand what does not work well and does not help at times are:

 

  • Laziness
    • Partners not using the search box  
    • Partners not using logic and using the menu right in front of them such as solutions, Partner Help; Your first steps etc...  
  • Duplicate topics  
    • Spawning new identical topics with out reading or checking for existing.   
    • The summary view for the latest under Trending, Featured, unanswered, Recent. is there for a reason.  
  • Same Topic Same Day
    • The same day one post same topic, on the Recent or pinned or featured lists is identical topic.

Where the Community Forum falls flat on its face:

 

  • Partner Profile  
    • Incomplete nothing shared  
    • Property Link URL missing. Help us help you by, at a minimum doing this. Theres no possible excuse.  
    • Profile Names are just generic words link info, MR, admin. Sorry but thats unacceptable. At a bare minimum , be smart use your property listing name exactly as it is displayed. or your own actual name if you are not the property registrar.  
  • Navigation and UX (User Experience)  
    • Basic missing features and glitches that need to be resolved long overdue by Booking.com web developers.  
    • Missing navigation under the 4 latest topics by category. Topic already opened for them to address this.  
  • Community Team Staff
    • The perception here is they are not active enough.  
    • When was the last time we saw the last 3 community admins post something, then look at the dates and time between.  
    • Community Admin account is perceived to be shared by multiple staff with little to no english; as well as making poor decisions on topics editing things that did not breach the rules etc..  
    • Email notifications as a result of Community Admin decisions
      • It is noticible 100% of the time you receive an email saying your post was edited or removed due to breach of rules, that is never tells you what topic, what comment. This is counterproductive and there fore can potentially result in your making the same mistake unknowingly.

 

Kind Regards

+3
6 months ago
10
M Adamopoulou

Thans Barry for following comment....

"It is noticible 100% of the time you receive an email saying your post was edited or removed due to breach of rules, that is never tells you what topic, what comment. This is counterproductive and there fore can potentially result in your making the same mistake unknowingly."

I thought all of a sudden I did something wrong!!! but if I did...I dont know what...

Life is too short for worries and time is running for us!!! ha....ha...

Cheers!!!

 

+2
6 months ago
1
Glider City Mo…

Thanks for that Barry. I have to admit to the Laziness point, in that I don't use the search box, because USUALLY it doesn't have an answer to the specific question I have anyway. I would say that 100% of the time I have to send a message or telephone through and I am almost always interrupted by phone calls that I have to take. The drop down boxes are just not hitting on a correct 'guess' of the issue I may have. I could explain and ask the community but in the end I'd still type it all up so might as well receive an answer from the 'horses mouth' so to speak. Plus I've typed too much below so it would be even longer. 

I do love your last comment re why a post is edited or removed. i.e. that you make a 'mistake', don't get told what the mistake was, therefore you will probably make the same mistake again. It'd be pretty simple to fix that wouldn't you think. Grr... 

Off topic, but not quite, Facebook is terrible for actually reporting say 'fake accounts'. I am on a group music page as 'liking' it and there are trolls who continually bag out others' posts or make comments on the page (for attention who knows).However THEY HAVE FAKE NAMES! like Penny Lane, Daniel Youknow, Musings. Morning Sunshine etc. There are many other profile names copying other' famous names in there as well. When I report it to FBook as a fake account I receive a msg back advising that 'it is not against our community standards'!?  And the same thing happens there on FBook (worse by far) than what Bkg.com would be - having millions and millions of ppl on facebook compared to hotel, motel, accommodation owners etc where the number is obviously lower in number.  They just don't have an actual issue/name/word for exactly what I want to report. The trolls posting the comments are usually harassing, bullying etc and there is no specific topic to report same. FBook tailor the 'complaints' list to suit themselves I reckon, so they can supposedly collate and analyse various issues to be able to 'be seen' by their critics to be dealing with the issues satisfactorily. By not having a topic of 'bullying' they can say definitively that nobody has reported 'bullying'.  I notice also in the last couple of years that FBook changed their 'topic' headings. You have to click on something to go further in the reporting procedure - that you click on (ie 'fake account' 'fake name' - aren't they almost the same thing? - to report an issue. There is not anything even close to being say 'harassing' or 'bullying' which as everyone knows is rife on social media.  Well I better stop there or I'll go on longer. Sorry for the rant.

Bkg.com are supposed to be here to assist and help us to look after 'their' customers, so what is the problem with sending a specific question when there's a problem. I do usually have a quick look to find an answer but I don't usually find one, otherwise it would of course be fine. On the times I have needed to phone them I usually have difficulty in explaining the issue (in English) and also understanding the person I am speaking to who is trying to explain something to me.  Cheers. 

6 months ago
10
M Adamopoulou

Hi! Dear Partner and welcome to the Partner Community.

So sorry that you feel that way...

The magic  "search box"  has everything any partner can request... You just have to write your question...click and by magic the search box will direct you not only to what you are looking for but much much more....

Not everyone has time for Community time but that doesnt mean that Partner Community is not helpful.

Please try again and if you do not find what you are looking for than you can call your local BDC office and they will support you.

Wish you a wonderful day.

+1
6 months ago
1
Glider City Mo…

Thanks for that. As a specific problem which I sort of found an answer to, but not really - a guest requested a tax invoice from me where I had received a virtual card.

Well... he has paid booking.com, not me, so I therefore can't provide him with a tax invoice if he has not paid me. 

+1
6 months ago
10
BrookAve

 

Hi

On the topic of provide invoice to the guest on request, we actually do have to do that part and not BdC.

 

 

I simply use the auto generated template in Microsoft Word to do it, Google accounts I think have an equivalent. 

 

Its usually only a business guest or one who is a contractor who will then expense it later wil ask.

 

Good to have the template  filled out once and then on demand just enter their booking info.

 

there are websites like www.tradeshift.com are handy for this too.

 

+1
6 months ago
1
Glider City Mo…

I have always advised customers to obtain it from Booking.com.  They have never come back to say that's incorrect? It was only somewhere I was reading it a couple of days ago. We have a booking system so it's not a problem or a manual thing to do, which I used to have to do prior to having a booking system. Around 50% of our guests require a tax invoice. Maybe I just provide it to them without showing a payment then

6 months ago
7
Isle of Wight …

Invoicing depends on who the payment was made to. If guests pay you directly, it is your job to provide the invoice. We use Payments by Booking.com, so guests pay Booking.com, not us, and therefore we tell guests to ask Booking.com for the invoice.

6 months ago
10
BrookAve

FYI

 

Regardless of where the payment starts in the process,

the Host/Partner will be the only one to issue a invoice/receipt when the guest requests it.

 

It will never be BdC.

 

I had it out with them on the phone months ago, and they will never issue an invoice, only a email receipt for the booking as a confirmation of said booking.

 

 

+1
6 months ago
1
Glider City Mo…

Hi Barry,

Yes, I recently read it in some info in the help area that we're supposed to do them, however I'm not going to give them a receipt for payment when I pay Booking.com and especially since they make the booking WITH Bdc and made payment to Bdc.

5 months ago
1
Glider City Mo…

Hi, yes I will provide one where the customer has paid me directly themselves, but not if it's been debited by Bdc. 

+1
5 months ago
7
Isle of Wight …

I agree that the partner community is not easy to use and not easy to find the right answers in. Many owners join and ask the same questions that have been asked and answered dozens of times before. Booking.com are aware of the issues with the community, and the many bugs and problems with their systems, but they just don't care. It's as simple as that. On the plus side, many owners (partners) try to be helpful here ......

+2
6 months ago
1
Glider City Mo…

It's just similar to a 'forum' from what I can see. Scroll and scroll and read thru comments and problems that are not relevant, usually becoming sidetracked and forgetting about the original issue. Hmmm...  thanks for your comment :-) 

+1
6 months ago
10
M Adamopoulou

Dear Glider, please remember to edit your profile...add photo...add property link.

Wish you all the best in this demanding Tourist Industry.

+2
6 months ago
10
M Adamopoulou

Wow! Your property is beautiful.  I love the colours in your bedrooms!!!

Wish you great guests.

 

+1
5 months ago
B.
Sergei - Commu…

Hello Glider City Motel Benalla! Thank you for sharing your feedback. I agree with you, the Community is not perfect and our team is still working on making it more user friendly, easier to find information and to make conversations with each other. 

We are happy to see more partners joining the platform and helping us to build a strong business Community. The Communities are always built by users together with the admins and developers. So welcome to the team! 

+1
5 months ago