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We’ve also had an untrue review.
You bend over backwards for guests & then have a review that does not reflect their stay.
Unfortunately, booking.com cannot delete the review unless it contains rude, disrespectful, & racist remarks etc.
You can only reply to their review which can be seen by other guests .
Sadly, it’s a lesson learnt, like many others we learn from along the way.
guests should aware of your payment policy on making their booking, but its amazing how many guests don’t fully read all the T&C’s.
Last year, We had lovely Dutch guests who wanted to pay cash.
They were 1 nighters, so we thought we’d charge them after breakfast.
They tried to leave at 04:00 creeping down the stairs, car ready to go!
lesson learnt. unfortunately & sadly, take payment before giving the keys. Otherwise, they get their bags, settle in, maybe go for something to eat & return to the room to sleep before you catch them for payment.
asking late at night can be awkward.
You could ask for a bank transfer, obviously you’ll have to give them your bank RIB & IBAN details.
If you ask for a bank transfer, this can incur charges from your bank.
if their card details are invalid, mmmmmm, be wary.
Under their booking, mark card details invalid.
At least they will know your ‘on the ball’
Under payments, you must ask for cvc details to be given.
my pos machine will also process a card payment (vente à distance or VAD) without the cvc.
im sure this ‘catches’ some guests out!!
Under your policies, fine print etc. You can Say, “the full amount will be taken 30,20,10...days before arrival.” whatever works for you.
At least that way, if the card details are invalid, booking.com ask the guest for other card details, they have 24 hours to reply, & if they don’t, you have the option to cancel the booking.
We set up taking 50%, non refundable to secure their booking ( make sure this is visible in fine print, policies etc.)
Then we ask for remaining payment 30 days before arrival.
Then if they cancel, do not show, leave, at least you have payment.
Good luck with future bookings.