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This is my latest experience with Booking.com.
Thank you for your message advising the commission. I am very disappointed in this decision as I believed I did everything asked of me to ensure there would be no cost to the guest.1. The booking was made last minute and I had made an assumption that there would be no bookings at the last minute so I had made arrangements to keep a hospital appointment and was in the process of closing the rooms for the next two days when the booking came through.2. I immediately contacted the guests and advised them that we couldn’t accept the booking and explained the circumstances. 3. I also immediately contacted the booking.com support and explained to them of the situation. The support person was very difficult to deal with, in fact it was like talking to a computer. He just kept saying whaat was written in front of him aand simply did not listen or seem to understand what I was telling him.4. I chose to relocate the guests myself after the support person explained that there would be no costs if I did it rather than booking.com.I am very disappointed that you are going to charge me commission after I have fully explained that we have not charged the guest for this last minute booking. I will now have to charge the guests card and refer them back to you for an explanation of the costs.Further, I have no faith in continuing the business partnership with booking.com as I do not feel this is a fair outcome and do not feel I have been cared for as a business partner.This is a very one sided partnership. In the past I had a pre-booked genius guest fail to show and when I went to charge the card held by booking.com it was discovered to be invalid and so we completely missed out at a critical time of the season. Booking.com offered no help in recovering any of out out of pocket costs and basically we just had to wear it even although we just have two rooms and so this was a 50% loss of income to us. But now after we have done everything in our power to ensure this latest guest is well taken care of, booking.com are insisting on taking a commission on a non-booking.
Hi I fully agree with all the comments posted so far. I would add making sure you identify your target market and find out how much of the market share you are actually getting. Then, for instance, if you target market is bypassing your town because of a perceived expectation of lower quality, then at least three things can be done.
1 Make sure you price comparably with your nearest competition (this is not the nearest accommodation, but the nearest similar to your offering)
2 Educate. Let potential guests know about you local area and why it should be top of their list eg nearest to, on the way to, away from the hustle and bustle, more convenient etc.
3 Emphasis the unique features of your property and area and how staying with you will ensure a better experience
Hi Jan here from Alpine Rock B&B
we too have been invited to share our great review secrets.
I don’t think they are secrets at all but just good hospitality that is customer focused.
We just have two rooms in our home but we always want our guests to find and expect nothing less than a very good quality boutique hotel.
That means good quality linens, towels, bedding, funiture and amenities. Nothing make-do. Everything is included, no added or unexpected costs.
Breakfast is made to order and there is always a wide selection including gluten free options.
We spend time with our guests to make sure they are completely comfortable and familiar with everything. We also are very knowledgeable about the Fiordland National Park area and are able to give a locals perspective on how to get the best experience while visiting us.
Love hearing all the hints and tips from other partners. This is very helpful.