I don't have a problem with the concept of BDC using affiliates - affiliates should benefit all of us - but there are serious problems with the way BDC are using them and, in particular, not passing information to the guests.
Didem, I hope you can raise with BDC management as an issue. There is no excuse for unhappy guests.
You're not the first, you won't be the last. BDC will allow guests to do this. They support guests, not us. In fact, BDC really don't care about us at all. To BDC, we are something that a dog left on the pavement.
Make sure you require the guests address, email address and phone number for the booking - this way, you can take legal action against them if you need to.
Always take a damage deposit - never let guests stay without paying it. If they take or damage something, you can claim on the damage deposit - or if needed, take legal action or report to the police etc. Damage deposits are VERY useful.
And don't worry too much about a 1/10 review. We're all going to get one from time to time and it tends to stand out and be seen as "problem guest", not "problem owner". Continue providing the good service and the overwhelming majority of guests will be very happy.
So it's now over 2 months since we reported the bug that prevents new properties being added to our group account. I ask twice a week but get the same "we cannot give a time frame" nonsense.
It took 2.5 years for BDC to start taking damage deposits for all of our properties.
We've been reporting the calendar sync bug for around 2.5 years too. It's still not fixed - BDC are in complete denial of any problems, despite the numerous reports in this community.
I'm not sure where BDC have lost themselves, but it's certainly not in the service of others .....
Check your calendar in List mode and tick the Restrictions box - you might see it there
If not, send a message to Booking.com support from your Extranet asking them to set up the restrictions for No Arrivals / No Departures - we have to do this for every property and they normally get it set up within a couple of hours
If you set up like that, you are discounting. You will get people book for 2 but turn up with 4 and you just get less money. It happens all the time. Set it up for a single price for the property, regardless of whether it's 1,2,3 or 4 people staying. Job done.
You should always collect the guest's verified phone number and their address - there are settings in Policies for this
You should always collect a damage deposit - we use Damage Deposits by Booking.com - if that is not available to you, collect by bank transfer or use AirBnB etc
Always set party nights like New Year to be minimum 3/4/5 nights - those who want to party will find somewhere with only 1 or 2 nights minimum
If damage is done, report it to the police, and then report it to Booking.com - there is a "Guest Misconduct" link somewhere but remember that you are reporting it to Booking.com and they won't be interested in your problems
Take photos and other evidence of the damage for the police and insurance - fix the damage - claim on your insurance - get on with hosting the next guests
Thanks Brooke
I don't have a problem with the concept of BDC using affiliates - affiliates should benefit all of us - but there are serious problems with the way BDC are using them and, in particular, not passing information to the guests.
Didem, I hope you can raise with BDC management as an issue. There is no excuse for unhappy guests.
You're not the first, you won't be the last. BDC will allow guests to do this. They support guests, not us. In fact, BDC really don't care about us at all. To BDC, we are something that a dog left on the pavement.
Make sure you require the guests address, email address and phone number for the booking - this way, you can take legal action against them if you need to.
Always take a damage deposit - never let guests stay without paying it. If they take or damage something, you can claim on the damage deposit - or if needed, take legal action or report to the police etc. Damage deposits are VERY useful.
And don't worry too much about a 1/10 review. We're all going to get one from time to time and it tends to stand out and be seen as "problem guest", not "problem owner". Continue providing the good service and the overwhelming majority of guests will be very happy.
So it's now over 2 months since we reported the bug that prevents new properties being added to our group account. I ask twice a week but get the same "we cannot give a time frame" nonsense.
It took 2.5 years for BDC to start taking damage deposits for all of our properties.
We've been reporting the calendar sync bug for around 2.5 years too. It's still not fixed - BDC are in complete denial of any problems, despite the numerous reports in this community.
I'm not sure where BDC have lost themselves, but it's certainly not in the service of others .....
Yup, but sadly the positives of a service mindset do not outweigh the negatives of a poor online booking system like Booking.com.
It's time for Booking.com to fix their systems so that we can all stop apologising to guests for the mistakes made by Booking.com
Check your calendar in List mode and tick the Restrictions box - you might see it there
If not, send a message to Booking.com support from your Extranet asking them to set up the restrictions for No Arrivals / No Departures - we have to do this for every property and they normally get it set up within a couple of hours
If you set up like that, you are discounting. You will get people book for 2 but turn up with 4 and you just get less money. It happens all the time. Set it up for a single price for the property, regardless of whether it's 1,2,3 or 4 people staying. Job done.
Property > Policies
There is one section for damage deposits and another for additional fees
You should always collect the guest's verified phone number and their address - there are settings in Policies for this
You should always collect a damage deposit - we use Damage Deposits by Booking.com - if that is not available to you, collect by bank transfer or use AirBnB etc
Always set party nights like New Year to be minimum 3/4/5 nights - those who want to party will find somewhere with only 1 or 2 nights minimum
If damage is done, report it to the police, and then report it to Booking.com - there is a "Guest Misconduct" link somewhere but remember that you are reporting it to Booking.com and they won't be interested in your problems
Take photos and other evidence of the damage for the police and insurance - fix the damage - claim on your insurance - get on with hosting the next guests