Informar del mal comportamiento de un cliente

Actualizado hace 1 año | Lectura: 2 min
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Los problemas por mal comportamiento no son frecuentes, pero si tienes una mala experiencia con un cliente podrás informarnos a través de la extranet o la app Pulse. Ten en cuenta que solo podrás enviar el informe si el comportamiento del cliente coincide con alguno de los siete casos que aparecen en la herramienta. Puedes completar el informe en cualquier momento a partir del check-in y hasta 7 días después del check-out. 


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Informar del mal comportamiento de un cliente en la extranet

Sigue estos pasos para informar del mal comportamiento a través de la extranet: 

  1. Inicia sesión en la extranet
  2. Haz clic en Reservas
  3. Selecciona a la persona de la que quieres informar haciendo clic en su nombre o en el número de reserva 
  4. Haz clic en Informar del mal comportamiento de un cliente
  5. Selecciona uno de los casos de mal comportamiento y deja un comentario breve en Datos
  6. Marca la casilla si quieres bloquear al cliente para que no pueda volver a reservar en tu alojamiento
  7. Haz clic en Enviar informe

Informar del mal comportamiento de un cliente en la app Pulse

Sigue estos pasos para bloquear a un cliente con la app Pulse: 

  1. Inicia sesión en la app Pulse, en tu dispositivo móvil 
  2. Pulsa en Reservas
  3. Selecciona las fechas en las que se alojó el cliente y dale a su nombre
  4. Pulsa Informar del mal comportamiento de un cliente 
  5. Selecciona uno de los casos de mal comportamiento y deja un comentario breve en Datos
  6. Marca la casilla si quieres bloquear al cliente para que no pueda volver a reservar en tu alojamiento
  7. Dale a Enviar informe

Reports can be filed any time from the check-in time to seven days after the check-out. Follow these steps to report a guest:

 

  1. Log in to the extranet
  2. Click on Reservations 
  3. Select the guest you want to report by clicking the guest’s name or the reservation number 
  4. Click Report guest misconduct 
  5. Select one of the misconduct scenarios and leave a brief comment under Details 
  6. Tick the box if you want to block the guest from booking your property in the future
  7. Click on Submit report

To minimise the impact of guest misconduct on our partners, we have dedicated teams and processes that prevent the same guests from booking with you again.

If you want us to follow up, please select the I want Booking.com to follow up on this incident option. If you have multiple properties that fall under the same Hotel Account ID, select I want to block [guest name] from staying at my property to ensure the guest won’t be able to book any of them in the future.

 

  1. Log in to the Pulse app on your mobile device. 
  2. Tap Bookings. 
  3. Select the dates when the guest stayed at your property, then tap the guest’s name.
  4. Tap Report guest misconduct.  
  5. Select one of the misconduct scenarios and leave a brief comment under Details.
  6. Tick the box if you want to block the guest from booking your property in the future.
  7. Tap Submit report.

 

You can call our customer service team while the guest is still at your property. In this case, our customer service will also call the guest to take their statement.

The Report misconduct option is disabled when:

  • The reservation doesn’t have the required dates – you can only report guest misconduct from the day the guest arrives until seven days after they checkout.
  • The misconduct was already reported – you’ve already reported guest misconduct for this reservation.
  • The reservation was already cancelled – cancellations can’t be reported as guest misconduct. Reports can only be made if the guest arrives for their booking.
  • The reservation is a no-show – Reports can only be made if the guest arrives for their booking.

 

Bad reviews or complaints from guests don’t constitute guest misconduct and that we can’t prevent guests from leaving a review. If a guest didn’t stay at your property or ended their stay early, please contact our customer service so they can adjust the reservation and the commission accordingly.

For more support on managing guest misconduct, check out this guide.

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