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Merch Gymreig / Welsh Lady
I have the same delimna with no shows before. Simply mark it with no show and wave cancellation fee to avoid commissions other wise even if you mark it as no show and you dont wave the cancellation fee you will still be charged of commission.
On the other hand, I have applied through booking where guests can pay per booking to save myself from no shows. At least I have guaranteed bookings since it’s good as paid before their arrival. You need to ask assistance from your account manager in charge to help you out change the payment methods of clients when booking. I just followed their requirements and now I am happy with the result. I have guests who paid 10,000 pesos for 5 days stay and he did no arrive yet I get the money through booking. It helps a lot.
I had the same bad experience as you. But I can’t do anything about it anymore.
Now I am cautious esp during peak season - I have to contact the people via text, call, or email if they are coming or not at least a day before.
If no reply I just give it away for walk ins. Coz this walk ins are a sure income. Now the question is what if they arrive (did not reply because no wifi and traveling) - the best thing you can do is facilitate them to other available hotels in your vicinity area. At least we don’t left them behind.
It’s an effective to keep your revenue soaring while still doing the best you can in terms of customer service.
Always remember there is a trial and error and we always learn from our mistakes and experiences. And that’s how we keep growing.
And yes having a property management system really helps a lot. I only pay $100 dollars a month and oops I am saved from overbookings. And it’s easy to update pricing and availability - it’s just one click away and it will update the whole system. It’s a smart idea to have it esp if you have plenty of rooms.
Great learning from all of you guys.
In my case I set up a standard rates for the whole year round. But I increased prices on certain dates where there is demand and less supply. I made adjustments already for dates like chinese new year, summer time, holy week and other holiday and important events and long weekends.
I also check on the booking behaviors of my clients. I have noticed they booked usually during the day of check in. So to attract guests to book at my hostel I give discounts and lower the rates of same day bookings but the rest of the nights are actually standard rate. It’s how I catch fishes in the ocean haha.
I keep tracking also of competitors activity if they have a lot of bookings during that day. That way I would understand my sales in general.
I just don’t lower my prices just because the other competitors are super low. I know my standards and what we offer compared to other hostels. Knowing my worth and what we offer makes us confident in making such prices : aircon dorms, free movie nights with free pop corn, high quality and charming staff, clean and organized, and well maintained facilities.
Poor pricing means poor maintenance and low quality staff. Simple logic - you have to consider the operation cost to make your business well functioning. If you sacrifice the price way below the standards that means sacrificing some expenses that are vital in hotel functions.
Plus I also consider mg ratings over other low price competitors. If mine is 8.3 rating with $8 per night (aircon dorm) vs 7.4 ratings with $5 per night (fan room) - the number would speak for itself. We are not cheap and we have standards hehe
Hi Juancsandoval, one method I used is message the clients who made a no show in their booking. Asking them favor to send money via my paypal account or my personal bank account coz what they booked is good as sold for them. We lose business in the process. As long as properly explained and professionally done, some would consider paying you but not all. At least i have tried this method which also works for me.
I hope this helps. Thank you
Thank you Zsolt of Thuild. Part of the revamp I am doing is actually a new web design. He knows also the UX thing and I have separate people working on web development and SEO.
We are also working on it to be mobile since majority of the bookers esp on the spot or the day booking will book via mobile.
Once it’s up and running I’ll have google ads. But first we will do everything to prevent bounce rates and keep them on our website until they book with us.
As to branding we are also brainstorming with my marketing team to have an edge among other backpackers. Something that only us can offer and of course maintaining that positive vibes, great energy, homy place and nice and vibrant atmosphere.
Hi Michael, in cases like this. You can message the client directly so they can cancel it on their own. For dates that you are not around and once cancelled by rhe guests just block it in your booking system.
Sometimes if the reason is having lower rates on peak season because they booked earlier, I will immediately email them. I am sorry, just cancel the booking coz I have overbookings I have no room allocation for you. I am so sorry for the inconvenience but I believe at this time if you cancel this one no charge and you can still find available rooms on booking. So when it’s cancelled I can open it for higher rates or temporarily blocked it in the system.
For the past 3 years that I have been running my business I know the fluctuations of sales and noted the super peak season. I manually changed the price in my channel manager or booking in your case 25-30% higher than usual. I don’t double the price coz I have to consider my facilities and accomodation otherwise it would go back to bad reviews. I am careful with price adjustments. Hehe
In the modern trends of travelers they are usually looking for that great experience. It doesn’t have to be things that they should get, it’s a great service. I am having a 2 star hostel accomodation but I and my team is always up in giving a 5 star hotel service.
I gather people on my amenity area during the night. It could either be that we have free movie nights or pop corn night or maybe drinking nights or just purely playing games. I make sure we socialize and get to know our guests.
I presume all guests have read what they are getting when they booked. Coz everything is there, if in case they were not able to read it I will show it to them as a reminder. But of course we communicate it in a nice way.
There was a client who was complaining I don’t have an aircon or something - I just said actually what you booked is a fan room if you want we have aircon room available at a higher price. You get what you pay for. And yeah it sucks with this type of client. Having the low budget but expecting for a 5 star hotel accomodation. I think it comes with their attitude. 😂