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Blocking misconduct customers
Just loved the new feature from Booking.com that allows us to block misconduct customers.
I wonder what type of action will BDC take for the following one:
- Leaving without paying
- Minor damage, can be repaired
- Serious damage, property/room is now unavailable
We had experience with a few Minor damages and 2 towel thefts :), seems like they liked our foot towels too much.
The worst part is, that no insurance company provides services for the above cases. At least not in my country.
Zsolt - www.thuild.com
Always take the ID, and preferably address of the guest.
If you aren't charging deposits, then go after the guests.who made a damage, and bill them for it.
If you have their credit card number, it is easy(juts make sure they sign a form at check in, so they agree to refund damages if they cause any)
If not send a bill by the post, with your bank info, and keep pressing, including hiring debt collector if they ignore your letters.
Of course success depends on the counrty. If guests are from outside EU it is smaller chance, but with Northern Europeans you have a strong chance of getting refund.
No, BDC cannot do anything but ensure the customers cannot check into your place again as repeat customers and also the database will be used by BDC to reject the booking from this customers if they ever make bookings in other establishment. Which I find it very helpful.
In the matter of recovery of what you lost, it will be entirely on your own hand. We have credit card no of customers and upon arrival customers have to sign a form that allow us to charge their card in the event they damage anything. We authorize it as well as a proof that they really check in into our place to prevent backcharge if they deny their wrongdoings. We do put CCTV everywhere to record everything so we have proof in the even any dispute.
However once pax signs the authorization form upon checking in and has their card authorize, we have mostly very well behaved pax. A change of attitude is clearly shown when we remind them that we do have record of their cards. But then again, this is just my own experience.
Hope it helps.
Regarding the bill by post, in the EU it's accepted to send it by e-mail also, which counts as the same.
Also in Romania, the law states that if such conditions are posted for guests to see, then you don't need to make them sign anything. Therefore we have a house rules card in all of the rooms which state that any damage or extreme dirty rooms may come with a damage fee which will be billed to their booking.
We take a damage deposit upon arrival, it really helps our guests to be aware that they will pay for any damage... we've been running our business for 18 months and not a single bad experience
sometimes our guests clean the place before they leave, lol
@Joey it blocks the guests to rebook to our property. Not really sure about another BDC property.
This new feature seems to only ensure the bad customer cannot return to your hotel... but can still book somebody elses hotel and continue to steal and damage property....
If I block a guest as a "misconduct", will the guest be able to see that they have been reported as a "misconduct"?
How will a "misconduct" guest be informed that they have been rejected by the host should they wish to book in the future?
I would like to add "No Shows" to the Report Guest Misconduct list.
I had a Genus guest reservation, made 4.5 months in advance, for one of our three, traditional Thai, teakwood houses. That reservation turned into a no-show. We called the guest several times over the following three days, but each time he hung up on us.
I wrote Booking.com explaining this situation and that I did not want him back. The reply was... I have no choice. If they book, I must accept.
But the real shocker came last month when the same "Genus" customer booked two of our three houses, tying them up for the next 2.5 months over our high season. I was shocked because this person still had his preferred customer "Genus" rating!
The only way I found myself working is to get a credit card processor and a strict cancellation window.
I can now charge the customer when the free cancellation window ends so even if he doesn't show up, I get the payment. And I am thinking the credit card payment will make him think twice before booking and holding your accommodation.
Since I started to get payments with credit card, even if it cost me 2% of the total amount of the stay, I never experienced a no show...
And also having the credit card on file makes the damage deposit even easier since you could charge the credit card of any bad guests with misconduct (empty your mini bar, cause any damage in your property and vanish...) Just make sure to set up your damage deposit amount so you have the right to charge a card this particular amount if needed
Once the customer knows he is tied up with his credit card, you will only get the good customers, honest and reliable
With regards to Tuppenny's post about a "Genius" guest makeing reservations months in advance and then not showing up. We have experienced the same issue with one particular guest from Nigeria. He has booked our establishment on 3 seperate occasions and then does not make a payment. He communicates back and says he will pay on arrival. All three times he has not arrived. We have lost almost $ 2000 by being forced by Booking.com to hold the booking for him. I have reported him to Booking.com but no response. There is nowhere that I am able to block him.