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I have set a premium price for a 1 night stay then have offered a special promotion for 2 nights or more. You just set your price for 1 night through the calendar then enter the special promotion.
Also agree that address phone number and credit card should be verified. I have had experience of a guest giving false information on all three counts and then didn't show.
All my communication had to be through the .com address so I had no idea what had happened until I lost $800.00 upon trying to charge the card..... and yes I am now stinging all guests with a large deposit and payment before arrival so I won't be caught again.
Totally agree we as hosts should be able to make comment on guests. in my case it happens very rarely but the usual outcome from an unhappy guest even when it has been their fault, there is no ability to get online and make comment. Booking.com would be very helpful to allow this facility.
Yes we have taken a 70% deposit. 50% at time of booking then 20% 8 weeks out. These guests did not get to mover their things in. All the discussion was done out side in a covered area in the freezing cold. they were also charged the full amount on the day of arrival. the problem was they arrived with 5 extra guests that we did not want to accommodate so charging wasn't the issue. The thing that hurt most was the very very bad review. When I spolk to Booking.com about it they just said they had to respect the guests opinion and comments and yes I responded to the review.
Thanks for your suggestions all the same. Guess we just have to understand hum,an nature lets you down at times. It's just that is has only started happening since working with booking.com. some of the guests seem to have a different outlook. We don't see where it is possible to comment on the guests in cases like this as we would hate these guests to treat others like we were treated.
We use a process set up by our bank that entails just phoning, entering the card no. and expiry date. Then amount and payment is either accepted or declined. If declined there is someone to talk too to try again. If not satisfied then Booking.com have a process to follow through the extranet by noting a declined payment.
We have only just started doing this along with taking a large deposit and this certainly brings any problems to our attention early in the piece (at time of booking) and helps to avoid no shows and cancellations.
We also have experienced guests booking for a certain no. then arriving with up to 5 extra people. It seems they are not aware that we actually live at the property and think they can sleep as many as they wish. These incidents are not just spur of the moment, they have planned it before leaving home, obviously to save money buy paying for less people.
One of these experiences was most uncomfortable as it took nearly 2 hours to convince this group they could only sleep the number they booked for. We even found alternative accommodation for the overflow which they refused, as they insisted they stay together. At this point I offered a full refund and asked them to leave. Still they said they sleep on couch or floor. Out property is a five star higher end property and we just couldn't allow this to happen, for several reasons.... health and safety, legal requirements etc. We offered for the whole group to use our guest kitchen to prepare and share their dinner at night and breakfast in the morning. When we went out to check that everything was turned off both vans were still their, indicating that noone had left yet. Upon checking those that were supposed to go where in the shower. Can you believe it????
As mentioned by a previous host, we give full details of what to expect from us as hosts and what is expected of our guests. this seems to make no difference to some people as we have had other hosts stay with us that have experienced the same problem. Guests get away with it with many of these properties as they let themselves in with a key and no one knows anything different.
As also mentioned by a previous host, we believe we have done everything possible, even going beyond what should be expected and still some guests push the countries.
On this occasion we received a terrible review from these guests sighting problems that are totally contradictory to all other reviews with our other accommodation partners.
Once again, we want to stay with Booking.com but the hassles of difficult guests are becoming a problem. Any ideas??