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Guests insights - how you can benefit from it

Hello partners,

I would like to share with you an article about the Guest Insights tool. Designed to provide partners with a higher level of knowledge in advance of a guest’s check-in, the recently launched Guest Insights tool is set to change the way we support the delivery of great guest experiences.

So how can you benefit from it? Well, first of all knowledge is power. The more you know about your guests, the better service you can provide them with, and the better feedback or score you can receive and thus achieve a better rating for your property. Sometimes it is all about the impression you make. 

Teodora Colic, Senior Product Manager at Booking.com explains how you can do it, giving an example about allergies:

“Because a lack of awareness on these can have serious consequences. Having advance knowledge of these needs removes pressure on the partner and allows them to prepare in advance. No more scrambling to replace groceries to avoid certain ingredients or change pillows in the guest’s room at the last minute”.

You can find the whole interview here: https://partner.booking.com/en-gb/blog/how-bookingcom-developed-guest-insights

What type of Guest Insights could be helpful for you? Tell us in the comments.

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7 Replies

6
Isle of Wight …

By far the best way to improve the guest experience will be for Booking.com to listen to owners and change the way that Booking.com works.

 

Guests are sometimes disappointed because they didn't know about something beforehand - yet it's clearly mentioned in our descriptions in Property > View your descriptions. The problem is that Booking.com do not display our descriptions clearly to the guests, so guests do not see the information before booking. We do also have a lot of guests who are pleasantly surprised, even though we have clearly mentioned things in our descriptions.

 

Today, again, a guest arrived at one of our properties and could not get in. We had sent the check-in instructions to his Booking.com inbox, but as often happens, he didn't check his inbox. He had printed the Booking Confirmation page which has a pin number on it - we have no idea what that pin number is for.

As this has been an ongoing problem with guests from Booking.com, we have requested changes to The Fine Print as shown on the Booking Confirmation page, telling guests to check their Booking.com inbox. However, as that text is small, he hadn't seen it. He phoned us up and we gave him the code to get in. Luckily, he had our phone number handy so was only stuck outside in the cold for a few minutes. We've had guests through Booking.com who haven't been so lucky - some have been stuck outside in the cold and dark and rain for over an hour before they find our phone number.

 

We don't have either of these problems with guests from TripAdvisor, AirBnB or HomeAway. 

 

Come on Booking.com - stop trying fancy new gimmicks, fix the problems that already exist. That is by far the best way to improve the guest experience.

+4
10 days ago
2
Reservations

Yes agree wholeheartedly. The fine print is too far down the page and too fine. Whats the point of even having it? Its important information the guest needs to know, so why have it there? Some of the airline booking portals handle this quite well, as they have a button you can select where it brings up the terms and conditions of the fare really clearly in a dialogue box on top of the booking you are making. You cannot miss it, and to get out of it, you have to click that you have read the terms and conditions. I think something similar would be good here as well and applied to each room type or offer you are trying to book. No need to scroll anywhere to see this important information and no excuses for not reading them.

7 days ago
5
Barry Reilly

I had to laugh at the irony of this post. And like IoW replied above, too many times guests cant be arsed to read what's right in front of them.

 

 

Indeed knowledge is power, and as someone who have detailed auto messages,  its infuriating how a grown adult cant use common sense to read even the first long detailed message before arriving.

 

 

In principle it would be a good feature, but its overshadowed by the guest rating issue, limited listing edit options. I.e. add a memo box for partners to write own long detailed info.

 

 

And now today suddenly theres actually a 'forum admin/mod' now reading and replying to posts...its a xmas miracle.

 

It reminds me of a saying I invented some years ago...

 

"A smart phone, does not make a smart user"

I.e. you can have all the answers  in front of you, yet remain ignorant.

 

 

 

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10 days ago
9
M Adamopoulou

“The more we now about our guests the better service we can provide”

Of course but ...the problem is that guests are not interested in reading about rules, policies, restrictions and exchange e-mails.

Their lives are full of that..they just want to go for a vacation and forget about everyday musts and don’ts...

They mostly look at pictures, read reviews and if the prices are reasonable they proceed with reservation. They will only contact with the property if they have any special needs.

These are some answers that many of my guests have given to me when I asked them why they don’t respond to e-mails

My very first guest told me...”I receive so many emails everyday in my inbox I just can’t bother reading them all...after all I have paid on line and my payment is confirmed...

A Partner once said...”Guests are not always right but they are the customers”

Cheers!!!

+4
10 days ago
8
pibomarco

Guests on AirBnB, Homeaway are different type of guests in general comparing to "hotel" guests (BDC, Expedia, HRS,...). I always stated that there is a difference between hotel based platforms and home based platforms so the comparisment is not quite on point. 

 

I think that property descriptions and rules on BDC are well presented, the problem is that some guests just don't pay enough attention, don't read well, are in a hurry,.. as Adamopolou stated.

 

, For example, we don't accept children under 12yr. Our property is marked as "Adults only", which is also clearly visible in general description of the property. On the time of booking each guest is automaticly notified (message template) about our children policy and max occupancy and yet some still arrive with their babies or young children. We don't accept them when they arrive. I am certain that those guests will be more carefull and read the description of the property next time when they are going to look for places. 

5 days ago
6
michael beeston

Hi Pibomarco...............100% agree..Guests PLEASE read the  POLICY and Conditions..They are well presented on BDC like you say.

Our conditions say No pets, so a lady arrived with a cat !!!!....Sorry you can stay but not the cat, she decided to leave with the cat and we took her money for the accomodation. Thats business Im afraid and please please read the rules and conditions.

It has only happened once , most people are pretty good reading the policy we have put in place.   Thanks Pibomarco..good reply !!

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3 days ago
9
M Adamopoulou

“Sorry you can stay but not the cat..”

 I can just imagine the lady’s face...ha..ha...

Michael, cannot stop laughing...

As you said that’s business...we hosts must teach our guests to follow the rules so everybody can be happy...

Thanks for sharing your cat story!!!

2 days ago