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Merch Gymreig / Welsh Lady
We are getting charged for commision on the booking which is And £345.90 for relocation.
which reflects a total of £405.30 being forced to pay by us, this is not fair business.
Jules & Harry
The dispute button has been taken off so not active.
We did have an active double booking which we do use Site-Minder as a channel manager to stop this type issue but with technical errors on both sides of the channel we cannot establish why this happened.
The request to cancel was actioned by Site-Minder Channel manager 6 months before arrival and the customer replied the same day, although we had suggested some other venues to stay she refused our recommendations and wanted to take an aggressive stance through BDC and action her solicitors.
After many attempts to reason with this customer she kept her booking live with BDC and because she didn't show we executed the no-show button.
Therefore although we as a partner have the opportunity to request a cancellation on the pulse app or report a no-show we have no protection so this is a very unreasonable situation, whatever we do we cannot solve this dispute.
No Payment has been charged by us although the no-show button was executed
we were still waiting for this guest to arrive as she refused our request to cancel
booking and was still an active guest on BDC arrival report that day.
Thank you Leandri for responding. All responses welcome, and just sharing out of frustration, and yes we did e mail booking.com twice but neither have been acknowledged. Just wondering if there is a way of getting a response, and if this happens regular because the guest in question seemed to know she could use this in her favour to get a free holiday, and cheekily demanding we pay for a very expensive hotel.
If some guests know that they can get free holidays if there is a technical fault or any other reason that has brought about a cancellation, then this is open to abuse, where as on the other foot, a guest can cancel last minute with no penalties. I agree there has to be good reason, but it is worth a highlight because it could affect future businesses, paying out compensation through no fault of their own in unforeseen circumstances.
I believe that being yourself and genuine is a great way to greet, and allows guests to be at ease and also encouraging them to be themselves. It is difficult to compare as it is clear from reading these comments that we all deliver a guest focused service based on our surroundings and that is what people attract to and as long as we are true to that, then majority of guests are not disappointed and leave great reviews.
A unique and personal experience is finding out guest needs and then quietly arranging, no fuss because they know what to expect, but then being approachable is the key without offering the world, a small thing can mean so much . Not so much trying hard, just being aware.
That said, we are a small B & B and I can imagine it is very frustrating for hospitality if staff do not share the same enthusiasm for customer satisfaction. Enthusiasm is a great thing .