Issue with phone numbers

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LastminuteDotCom - another BDC fail - guests not receiving information

Booking.com partner with (affiliate with) many other websites - properties on Booking.com will appear on many other websites - one of them is LastMinute.com

We use the automated messaging to send messages to guests, once when they book to confirm their booking and give them some important information, and again 7 days prior to their stay, with more information, directions, check-in details etc.

A guest booked through LastMinute.com but they did not get the information that was sent by the automated messaging. They were angry that they didn't get the information they needed.

It's not our fault, it's not their fault. It's something to do with the way Booking.com share information with other websites.

I'm pretty sure that there must be some legal requirements for BDC and their affiliates to be "open and honest" with guests and let them know that the guest has actually booked with BDC. Guests should always know that their booking is through BDC so that they can log in to their BDC account to see the directions and other important information.

This might explain why about 80% of our guests through BDC don't see the information we send and phone us up, tired and lost.

Any thoughts or comments Didem? (maybe someone could tag you?)

 


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BrookAve 4 months ago

 

Didem - Community Manager    


Yes indeed its beyond a joke, that messages are not relayed, its not like theres no tech way to do it , there certainly is.

 

I saw the same with Experia and other affiiliates. Thankfully I have never had an agoda booking. But I did make the effort to seize the listing directly on the remote website and make sure I had control .

 

By seize I mean I registered directly on the other websites so i had control and the option to disable their calendar.

 

This might not be an option for all websites, as some independent Travel tech companies are scrapping OTA websites and doing there own listing of your property too.

 

 

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Isle of Wight … 4 months ago

Thanks Brooke

I don't have a problem with the concept of BDC using affiliates - affiliates should benefit all of us - but there are serious problems with the way BDC are using them and, in particular, not passing information to the guests.

Didem, I hope you can raise with BDC management as an issue. There is no excuse for unhappy guests.

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BrookAve 4 months ago

yep totally agree and its not a new problem ,so theres really no excuse for it not being addressed ages ago.