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When you get cancellation from Booking.com, you should check the booking on extranet to see if the commission is ZERO or more than ZERO. If the booking is not cancellable or if there is a cancellation penalty that can be applied to guest, the commission is usually as per the entire booking amount. In such a case you need to mark the card as invalid.
You should have your hotel properly marked on Google Maps, Open Street Maps and HERE.com. You should get your correct GPS co-ordinates from a site called https://getlatlong.net/. When you drag the pointer to your location, it will show you your correct Co-ordinates below. You can copy them and share with your guest. So you can send your guest map location on Google and also give them GPS Co-ordinates. Plus you can give them the directions as clear as possible. In my directions, I bring them to a particular well know landmark and from there I give them clear instructions on how to find us. EG: Come of the station gate no2, then walk straight for 20 meters. Then from the TPoint turn right. Continue walking straight, you will notice XXX on right after 100 meters, then YYY on left after 200 meters and so on. This wil help anyone come to your property with ease. If you are in some rural area, then you can mention any house, any building etc.
To handle peak season:
Increase the available resources. They can be more computers, more scanners or printers, if you use technology products that have user based licenses, please add more user licenses for the busy months. Purchase extra tools for house keeping, maintenance etc. It could be as simple as buying extra power cables, extra routers for WiFi, Extra brooms, extra linen, extra toiletries, extra places etc...I hope you get the point. After this is done, increase the staff in the support departments like Backoffice, reception, kitchen, restaurant etc.
During the busy time, human connection is very important. Hire some people to interact with guests so that the guest don't feel neglected. Lastly be ready to offer some freebies if in case there is any customer satisfaction issue due to resource crunch.
This is how we send a welcome email to Foreigners:
Dear GuestThanks for choosing Smyle Inn for your upcoming stay in Delhi. Your booking has been confirmed.
Please note the following information and allow us to offer you a hassle-free and comfortable stay:
1) Check-in time is 12 noon. We will give free early check-in starting 9:00 AM if the room is available. Checkout time is 11:00 AM. More on: www.smyleinn.com/faq.html.2) Reception is open 24 hours. So there is always someone to check-in and check-out the guests.3) Collect your free WiFi password when you arrive at the reception. 4) There is a travel desk at Level 3 of Wing 1 building where you can get FREE City Map, book train tickets and get general information about the neighbourhood and the city.5) Payments can be made by Cash / Visa Card / MasterCard / Maestro Card. All card payments attract 3% surcharge.6) Very Important: If coming at odd hours or for the first time, please do consider ordering airport pickup to avoid scams of taxi drivers. This will also save you the trouble of locating us. Our airport pickup is for an additional INR580 (which is about USD8 per car per pickup). You can send us the flight details if needed. It is available 24 hours and is highly recommended. 7) Lastly, if you have not done it already, we request you to please email us your arrival time and/or flight/ train information.
Any changes to the booking OR pickup need to be advised 48 hours prior to arrival.
Any issues, please write to the owners at firstname.lastname@example.org for a speedy resolution.
For “things that happen only in India”, traveling tips, tour recommendations and much more, follow us on: Facebook: www.facebook.com/HostelSmyleInnDelhiBlog: www.smyleinn.com/blogTwitter: www.twitter.com/smyleinnGoogle Plus: http://plus.google.com/+SmyleInnLooking forward to seeing you.RegardsHarish SharmaSmyle Inn- Your Friends in Delhi 916, Gali Chandi Wali, Main Bazaar, Paharganj, New Delhi - 110055Tel No: 0-9999276591, 011-23589107, 011-23584076Near Cheh Tooti Chowk mosque and Citibank ATMGoogle Maps Link: https://goo.gl/yFDBSY
FOR LOCALS WE SEND THE FOLLOWING:
Dear Guest,Thank you for booking your stay with us. We have blocked the booked rooms for you.Please advise the time of arrival.As per the booking policy, rooms are available from 12 noon of the booking date. Early check-in is available only after 9AM subject to room availability. For check-in earlier than 9AM, previous night charge is applicable. Please read the FAQ page for more details on this policy www.smyleinn.com/faq.html
Payments can be made by Cash / Visa Card / MasterCard / Maestro Card. All card payments attract 3% surcharge.
Here are the directions from New Delhi Train Station:Walk and exit from platform no 1 side. Also called the Paharganj Side. Exit the station compound from left hand side gate...also called the entry gate of the station.In front you will notice a main bazaar. Enter the main bazaar. Ask anyone in case of confusion.Walk 300 meter you will notice a mosque on the right and a Citibank ATM on the right.Our street is next to Citibank ATM on right.Enter and you will notice Smyle Inn after 10 meters.If you need directions from any other place, please do let us know the arrival point in Delhi and we will send you directions accordingly.For the purpose of checkin, all the adult members who will be staying with us, need to carry any one of the following document in original:1) Passport OR2) Voter ID Card OR3) Driving License OR4) Adhaar Card.Please note that ID proofs must not be issued in New Delhi area. If you are unable to meet this requirement, please let us know.Thanks and Best RegardsHarishSmyle Inn916, Gali Chandi Wali, Main Bazaar, Paharganj, New Delhi - 110055Tel No: 0-9999276591, 011-23589107, 011-23584076Near Cheh Tooti Chowk mosque and Citibank ATMGoogle Maps Link: https://goo.gl/yFDBSY
I don't know if this will answer the question but let me try:
But still sometime the guest books from a fake card, or the transaction is declined or the booking is made using a DEBIT card...in all of these cases we cannot charge the guest.