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Featured

Sending Directions & Information To Guests - How Do You Do It?

We use message templates and scheduled messages to send directions and other information to guests. Every guest receives one message at the time of booking. They receive another one 7 days prior to arrival. Yet most BDC guests don't see these and don't respond.

So how do you send directions and other information to guests?


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Hawksview at M…

We also use message templates and follow-ups and generally get a good response. For international travellers - we're in Australia - we ask how they would like to keep in touch with us once they arrive. Mostly directing them to the Booking.com messages and prompting them to check these regularly. Seems to work pretty well.  For local bookings we depend on having a contact phone number as our last resort, and here's the problem. If a booking is made through Agoda the contact information provided is their corporate address in Bangkok and an invalid mobile phone number.  The guests are unaware that their booking has been transferred to the Booking.com platform so don't see any messages that are posted there, because they're looking on Agoda. The only way around this is to ask Agoda to ask the guest to contact us directly, sometimes this works sometimes not.  We've had 2 costly no shows due to this issue. We can't reject the booking and it blocks someone else from booking those dates.  Is anyone else having this problem?  All we're asking is that the information the guest provides to Agoda - address and personal contact details - is passed onto Booking .com.

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M Adamopoulou

Thanks Isle for bringing up this question!!!

 

Communication is very important and sometimes it’s very difficult…

 

I have set my first template to be send to guests automatically as soon as they make their reservation…

In my message I inform my guests that they can also reach me through WhatsApp…that seems to work!!!

For important issues I use both Extranet inbox and WhatsApp…extra work…but safe…

 

Wish everyone a great evening!!!

 

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Isle of Wight …

Strange that some others find the automated message templates work ok .....

We've been told by guests that once they've paid, they get lots of marketing emails from Booking.com, and then ignore everything that comes from Booking.com .... maybe they think our automated messages are just more marketing junk from Booking.com ???

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M Adamopoulou

You’re probably right….

Ive heard that also but in my first template I state that I am the owner….and they can contact me through WhatsApp…it seems to work for me at least!! 

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Isle of Wight …

Discovered now that when people use Hotels.com to book a property that was listed on Booking.com, they don't get any information / emails etc, so the automated messaging is worthless ......

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Hawksview at M…

See my response from 17 days ago. The same problem exists with Agoda and who knows how many other affiliate sites which are pretty much owned by Booking.com but not explicitly linked to it to share information and messaging platforms.