Melaporkan perilaku buruk tamu

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Masalah perilaku buruk jarang terjadi, tetapi jika Anda mendapat pengalaman yang buruk dari seorang tamu, Anda bisa dengan mudah melaporkan masalah tersebut di ekstranet atau app Pulse. Perlu diingat bahwa Anda hanya bisa melapor apabila perilaku buruk tamu cocok dengan salah satu dari tujuh skenario yang disediakan dalam alat pelaporan. Laporan dapat diajukan kapan saja mulai dari check-in hingga tujuh hari setelah check-out. 


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Melaporkan perilaku buruk tamu di ekstranet

Ikuti langkah berikut untuk melaporkan tamu di ekstranet: 

  1. Login ke ekstranet
  2. Klik Reservasi
  3. Pilih tamu yang ingin Anda laporkan dengan mengeklik nama tamu atau nomor reservasi 
  4. Klik Laporkan perilaku buruk tamu
  5. Pilih salah satu skenario perilaku buruk dan berikan komentar singkat di bagian Rincian
  6. Centang kotak jika Anda ingin memblokir tamu agar tidak memesan properti Anda di masa mendatang
  7. Klik Kirim laporan

Melaporkan perilaku buruk tamu di app Pulse

Ikuti langkah-langkah berikut untuk memblokir tamu menggunakan app Pulse: 

  1. Masuk ke app Pulse di perangkat mobile Anda 
  2. Ketuk Pemesanan
  3. Pilih tanggal saat tamu menginap di properti Anda, lalu ketuk nama tamu
  4. Ketuk Laporkan perilaku buruk tamu  
  5. Pilih salah satu skenario perilaku buruk dan berikan komentar singkat di bagian Rincian
  6. Centang kotak jika Anda ingin memblokir tamu agar tidak memesan properti Anda di masa mendatang
  7. Ketuk Kirim laporan

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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