Someone whispered to me that BdC support is a tiered system. Generate lots of money = get support. We are allegedly in a very low tier, and get AI support.
Rather more than a whisper!
We use a property management system with a channel manager. We are able to view cc details within the property management system (we can, but almost never do). Have a look into this and see if it's worth it for your property.
We've avoided PMS and CMs so far. We normally can view cards but....
Plus, a colleague who runs a CM recently had the same problem. It's a cookie/login bug.
This is getting ridiculous now! I really don't understand how Italian is acceptable but the massively more used Spanish, spoken by the most amount of countries in the world, is not, especially when accompanied by the English version.
How about fixing all the problems on the forum that get ignored, instead of arbitrarily deleting perfectly good posts because of some overly coarse auto-setting.
I went quiet for long time due to the many problems here that NEVER get fixed despite empty assurances. If you do not want partners to help each other here because support is incapable/unwilling, then just shut the forum down.
Check if your property is set up to accept "last minute bookings", which is a default setting you must turn off.
Check also your settings for check-in & check-out times, plus if you inadvertently have 24hour "reception" selected.
If you have ALL settings above to block the situation described then you have a case with BDC. If not, then you have unfortunately left yourself open to this problem.
If you are self check in then I assume you provide the guest either a door entry code or key-box code on their day of arrival.
In which case you can state that the code will only be provided if they have given you the data you require for reporting under Spanish law.
Until such times as GPDR overturns the Spanish law, you are obliged to gather and report the data
Another thing worth checking is how much of the form has mandatory fields. Our system changed some fields to non-mandatory, allowing us to report only the essentials as governed by the law here and any consideration it gives to GPDR or other.
We have a similar system here as well. However, we can do this up to 24 hours after check in, meaning we can gather the required data directly from the guest in person. This is then reported, online, from our own PC or mobile phone via a dedicated account. A look at your link reveals a similar set up.
The old system says;
Guest documentation must be sent to the Comisaría Local de la Policía Nacional within 24 hours of their arrival
you are required by law to supply the Guardia Civil with the personal data of holiday rental guests, within 24 hours after their arrival.
Does the new Spanish system allow this?
Otherwise, seeing as the process is dictated by Spanish law, you may indeed request the information directly from the guest via an automated message of your own construction in the template section of messaging. I would include a quote or web address (don't think an actual link will work?) of the essential part of the law in question.
You can also add the requirement to your "Small Print" section, not that guests ever read this, tucked away at the bottom of the listing but at least you'd have done your bit to inform.
We have just received a questionnaire, from a third party on behalf of BDC, asking for evidence of sustainability practices.
Of the practices we do, ALL of these are handled by small man-with-truck services, as is normal in a third world country, with no paperwork involved.
We make the effort but cannot prove it via any kind of certification. Only the much larger establishments can deal directly with actual recycling etc. companies.
Therefore the questionnaire cannot be fulfilled despite us doing our part.
Photos = OK
Proof of purchase and installation of LED lighting = impossible
80% food etc. = we no longer serve food at this premises. Request is void and out of date.
Charity = we support several local charities but do not receive certification for this, all is done on a handshake (or a "wai" in our our case).
Showers = proof of purchase and install? Don't be ridiculous! Done by the janitor on our instruction, nothing to show.
Food waste = again done at local level, no proof available.
This shows a total lack of local knowledge from BDC, thinking that European standards and paperwork can be applied worldwide, it cannot!
What provision will be made for smaller properties that do their best but have no access to officialdom because of being too small???
No input or interest from BDC staff, same via support.
@Didem - Community Manager
Hi Andrea, thanks for your thoughts.
Rather more than a whisper!
We've avoided PMS and CMs so far. We normally can view cards but....
Plus, a colleague who runs a CM recently had the same problem. It's a cookie/login bug.
I tried to answer but Admin. here deleted my post!
It was in both Spanish ( to assist the partner better ) and English so ALL could read.
@Didem - Community Manager
This is getting ridiculous now! I really don't understand how Italian is acceptable but the massively more used Spanish, spoken by the most amount of countries in the world, is not, especially when accompanied by the English version.
How about fixing all the problems on the forum that get ignored, instead of arbitrarily deleting perfectly good posts because of some overly coarse auto-setting.
I went quiet for long time due to the many problems here that NEVER get fixed despite empty assurances. If you do not want partners to help each other here because support is incapable/unwilling, then just shut the forum down.
I'll return to silence now.
....also remember that EVERY rate (not just room or WHY) must have its minimum stay set individually or the problem will continue.
Check if your property is set up to accept "last minute bookings", which is a default setting you must turn off.
Check also your settings for check-in & check-out times, plus if you inadvertently have 24hour "reception" selected.
If you have ALL settings above to block the situation described then you have a case with BDC. If not, then you have unfortunately left yourself open to this problem.
Ok,
If you are self check in then I assume you provide the guest either a door entry code or key-box code on their day of arrival.
In which case you can state that the code will only be provided if they have given you the data you require for reporting under Spanish law.
Until such times as GPDR overturns the Spanish law, you are obliged to gather and report the data
Another thing worth checking is how much of the form has mandatory fields. Our system changed some fields to non-mandatory, allowing us to report only the essentials as governed by the law here and any consideration it gives to GPDR or other.
We have a similar system here as well. However, we can do this up to 24 hours after check in, meaning we can gather the required data directly from the guest in person. This is then reported, online, from our own PC or mobile phone via a dedicated account. A look at your link reveals a similar set up.
The old system says;
Does the new Spanish system allow this?
Otherwise, seeing as the process is dictated by Spanish law, you may indeed request the information directly from the guest via an automated message of your own construction in the template section of messaging. I would include a quote or web address (don't think an actual link will work?) of the essential part of the law in question.
You can also add the requirement to your "Small Print" section, not that guests ever read this, tucked away at the bottom of the listing but at least you'd have done your bit to inform.
@Didem - Community Manager
@Thomas Loughlin
We have just received a questionnaire, from a third party on behalf of BDC, asking for evidence of sustainability practices.
Of the practices we do, ALL of these are handled by small man-with-truck services, as is normal in a third world country, with no paperwork involved.
We make the effort but cannot prove it via any kind of certification. Only the much larger establishments can deal directly with actual recycling etc. companies.
Therefore the questionnaire cannot be fulfilled despite us doing our part.
Photos = OK
Proof of purchase and installation of LED lighting = impossible
80% food etc. = we no longer serve food at this premises. Request is void and out of date.
Charity = we support several local charities but do not receive certification for this, all is done on a handshake (or a "wai" in our our case).
Showers = proof of purchase and install? Don't be ridiculous! Done by the janitor on our instruction, nothing to show.
Food waste = again done at local level, no proof available.
This shows a total lack of local knowledge from BDC, thinking that European standards and paperwork can be applied worldwide, it cannot!
What provision will be made for smaller properties that do their best but have no access to officialdom because of being too small???