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Extranet -> Inbox -> Booking.com messages -> on the right side there are contact numbers.
You can also send a message to BDC via extranet "compose a new message".
If you have activated "Payments by BDC" or "Online Payments by BDC" then it should be no problem to colect cancellation fees. If you didn't, it's up to you (the property) how are you going to collect the cancellation fees, noshows, overall payments... based on the policies you have set in extranet for your property.
- set your policies strict or non-refundable
- activate "Payments by Booking.com" if available in your country
- get yourself a POS terminal or a 3rd party to be able to charge/preauthorize credit cards
- activate "Online Payments by Booking.com" by charging their virtual card
- if none of the above, mark under the policies that prepayment/deposit is required. You personaly send the bank details with a deadline to the guest, and if they don't respond you are able to report and cancel their booking in 24h.
Why? Probably for Visa (although usually the property must confirm and sign the documents/confirmation for the purposes of Visa). Probably they get better last minute offers or they aren't sure about their trip, and they make bookings for just in case.. etc..
This will happen. Some people just don't rate their overall experience 10 by default even though they liked everything. It's just a matter of ones perspective. Considering also they are not that emotionally attached to reviews as we (hosts) are and from their point of view 9 is still considered amazing.. which it is.
I highly doubt that the guest brought it up though based on his "defensive" reply / explanation. :)
Callshannonfirst just doesn't know how the reviews are calculated and is not familiar with arithmetic mean. :)
Well the guest obviously scored the sections 10 and overall score 9. He also mentioned that he never reviewed the property and that it was bit confusing for him, so it is a possiblity that he made a "mistake".
It is also a possibilty that the guest felt pressured if he was contacted or "confronted" by the host regarding the score and he acted a little "dumb" since he didn't have a good reason why he scored 9.
"has something to do with other businesses in the area dragging score down perhaps?" I don't see this as a possibility at all.
Because the guest put a 9 for overall score.
Even if it's working properly there is a risk getting overbooked since iCal syncing can take quite some time to update availabilty.
If you sell more units chanel manager is a great solution. I tried it and now I don't imagine myself working without it.
I am one of those where my Location is rated "lowest" mostly because I am distant 2km from the center. Although I am located on a easy accessible and beautiful spot, sorruanded by nature with 0 neighbours. Basicly the location is our advantage, but some guest rated it lower based on the distance to the point of interest.
Still the problem was that hosts considered 7,5 score as poor.
As per your post, will 1 - 10 solve the issue with "location"? I tihnk it would have a negative impact even more, since it is more likely to receive lover score then 7,5.
Anyway I am not getting enough reviews with the new system to make a proper comparisment. But I received two reviews where overall rating was higher comparing to sections. Perhaps we should wait to acumulate at least up to 100 reviews to see the real picture.