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Laura - it may help if the Booking.com employee was responding to the concerns raised by Margmunro rather than "apparently" ignoring two emails...?
Could I just remind UK accommodation suppliers that any "package" beyond the pure accommodation now puts you at risk of problems under the new UK Package Holidays legislation - even recommending a local restaurant can cause you headaches, if the wording is to be believed.... although I guess a few people will have to be sued first to sort out the legal limits of this legislation.
Do you not have a Bdc Area Manager you can discuss this with? The tone "looks" like a Bdc communication to me and there are no requests to log-on via some spurious link for phishing purposes... I think you need to speak to an Area Manager and try to get some guidance.
I fear that in the long term David and Sheela - you may be a little optimistic.
In my long experience guests can be extremely "selective" in what they say they have "seen" or "not seen" - hence no long lists of House Rules here, ultimately the guests will just say they "did not see" the particular rule they have just ignored..... and the end result is very awkward all round.
Older couples who want to get to bed early and breakfast early - then spend the entire day seeing the sights in the City or round and about. They tend to cause less trouble, pay promptly and become regular visitors - some come two or three times each year!
Never heard of anything like this Margaret, hope it is not some form of "phishing" to get access to your Bdc Extranet...??
Our main house rule - "No singing hymns on the first floor landing after 2100 hrs".
Apologies for the delay responding Maxima and Marius - busy, busy.
Right Bdc = Booking.com
"Bdc terms" - these are not terms set by Bdc but your own cancellation and prepayment policies written into your Bdc page. If you have not set these up before - on the Extranet click on "Property" -> "Policies" -> "Cancellation and Prepayment policies" here you can choose one of the preset policies or play around with the one that suits you best.
However, trying to operate with Bdc without accepting card payments is operating with one arm tied behind your back - their booking system (and customers) assume card payment as standard either with a system like Stripe or with you having your own card terminal. Despite being small, we have our own GPRS terminal so that I can charge for payments wherever I am in the UK - you always get someone trying to book and pay when you are away on holiday yourself, so I take the card machine with me...
If you do get your own machine - do make sure you are set up for "Card Holder not present" payments however, forget this and you have more problems.