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Bookings made through B.C. "partners"
I am getting bookings that don't show a genuine guest phone number or address - so unable to contact them. Of course B.C. doesn't give a damn and doesn't reply to messages about this problem, is becoming near impossible to e mail B.C. now. Who else has this problem and how do you deal with it?
Love the way B.C. calls us "Partners" but doesn't consider us worthy enough to help/reply to.
Thanks in advance.
Mike
Hi there I’m gonna do some research for you and help you out. I do know that there is a way for you to require a certain fields as mandatory for example if you require a contact phone number or an email there is a way to set it up so that your PMS extracts it using the BC api interface but generally when it comes to emails it will extract only the email that Booking gives which is anonymous as for phone numbers not every guest travels with a phone so you may loose coverage but I know that there’s a way to switch it. On the downside you need to know that when that is activated any clients who does not have a phone will not be able to book and so what they might do is just put a dummy phone number which still won’t be helpful to you.
Unfortunately the best option in that case when you find that you do not have a phone number or an email to reach the client it’s to communicate through the platform and send you a message through. BC generally will forward the message to the clients actual address and it’s up to the client of course to review all correspondence with Booking.com
Thanks. I have my account set up so that guests have to provide a phone number, the problem always seems to be when guests book through Agoda or another BC partner. I tried and failed to delete my account from Agoda, terrible!
All right again let me have a look into the Agoda system and see what I can come up with
The other thing to that I wanted to mention to you is that my understanding that this community is managed through volunteers and and contributors mainly composed of other hotel owners and moderators, so they are not always available especially given the current world events (many of them are sick with COVID or laid off temporarily) and also it’s not meant to replace customer service because you don’t have customer service agents directly answering your queries.
So keep that in mind when you write some thing here.
you can however ask questions directly to the partner support phone number that shows up in your extranet. My only pet peeve is that then I require a booking number with Pin when you call.
I’ll be the first want to point out the obvious that the phone system and especially the Recology for handling complaints is not very well designed and it’s far from perfect.
Just to set up expectations for you in terms of when I should get back to you, I’m in Canada and right now it’s 2:14 AM so the likelihood of me being able to get any of those answers won’t be till probably Monday.
IncidentallyJust to set up expectations for you in terms of when I should get back to you, I’m in Canada and right now it’s 2:14 AM so the likelihood of me being able to get any of those answers won’t be till probably Monday.
Incidentally I believe that the Agoda extranet also has a messaging system which you can probably use if you remember how to login which I have to admit I never remember so I never used their extranet
Not even an Agoda member, so that won't work. Have a good sleep
Not too clear