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Matt - The Lastage Inn, Amsterdam
To be honest, i don't think there's a single one of us out there who hasn't experienced this exact scenario, be it with your map, or wrong listing, description or whatever but i've never heard of BDC removing a review for any reason.
I've got one that says my place is a scam and i am a conman, all because they thought they had booked a hotel but arrived at my 'bed and breakfast' which unfortunately had no bar or jazz band! To make matters worse, 5 people have now said that they found it 'helpful'! I tried to get this removed but got absolutely stonewalled by BDC, they wouldn't even remove the text but leave the score in place even though, in my mind, it's insulting. It annoys me all the time as you've got no realistic chance of getting back your previous score once you've got a 4/10.
My advice would be to let it go, it's going to drive you crazy, you'll get nowhere so deep breath and take some comfort in the knowledge that we've all got one or two of these, and if you haven't got one now, you'll get one in the future.
It does suck but as long as the rest of them are ok all your guests will see that it was just a one off and pay it no attention ... your personal pride however is another thing though,
I'm not sure if the dates are the same for every country but here in the Netherlands we are always paid by, or on, the 15th of the month. My payment just came in this afternoon so yours shouldn't be too far away. Don't panic, although i've had a few issues here and there with BDC, i've never had a problem getting paid.
I'm going to save my answer for a new thread as it's not totally on topic but definitely related.
And don't get me started on marketing budgets ....
Oh Dear .......
After all that discussion i've logged into my extranet and i'm confronted with this (see below)....
Think about it, if you activated this, you would at times be discounting your prices by 15%, paying BDC 15% commission on that and if there happened to be any other running "opportunities" that you've forgotten about like a last minute deal or maybe your in the 'preferred partner' program you'd end up with about 50-60% of the price ..... I don't need to join a (not so) Genius program to fill my gaps if i'm going to give everything away for half price!
This demonstrates how quickly a database can lose it's integrity if it's allowed to get out of hand with thoughtless marketing. .... What will they do next year? This strategy can only crash and burn as clearly these levels of compounded discounting are in no way sustainable.
Where is the Head of Genius? ..... I would really like to hear your strategy behind this program. It really needs to make sense otherwise i'm out of this, is my 10% discount not sufficient anymore? I know eBay has never really taken off in NL but i would highly recommend a case study into why its user base declined so much in the last 10 years to avoid falling into the same traps, you'll find some very unnerving parallels.
You’re already getting a boost in bookings by being in the Genius program, but you can get even more by offering an extra 5% discount to the most experienced Genius guests.
Indeed, the search engine is everything. Look at google now .... if your trying to find out anything that's a little bit scarce but is linked to a product you've got no chance. You'll have to trawl through all the paid ads and product placements before you give up and try a different one.
Head of search ...... is there anybody out there? ...... Head of search ..... Where are you??? .... This is "distorted search" calling "Head of search", do you read me?
That's difficult, no money or aggravation? .....
There's no right or wrong way to this one is there but i'd say you'd have to put your other guests first and at the first sign of trouble be very clear that if it happens again they'll have to find somewhere else.
I had a couple of ladies staying for 4 nights a few weeks ago and night one they came back very drunk at 4.00am, started screaming my name as they wanted me to come to the kitchen and dance with them!!! and then woke the whole house up. I ended up running into the kitchen and told them very clearly that if they didn't shutup and go to bed tomorrow morning they'd be out and looking for another hotel. Reminded me of when my daughter was a teen actually! .... Did the trick though and they were good as gold for the rest of their stay but you've got to stick to your guns. Money or no money. Ultimately, your responsible for all your other guests holidays and if you'd had an asthmatic in one of the other rooms, your relaxed action would have destroyed theirs.
Just a thought.
I was just having this exact conversation yesterday! .... here's my thoughts and for the record, i am in the Genuis program but i'm struggling with it for many reasons, as i was with the 'preferred partner' program which i am no longer a member of.
The idea of being able to pay to outrank others (unfairly) in the listing results makes a nonsense of any search algorithm, and can only ultimately lead to one result and that is a very distorted database that ends up serving nobody very well. Look at Apple for an example, where they have to constantly take two steps backwards with their software because they've done so many deals with partners over the years that their own licensing has started to conflict itself leaving you with a product that will talk to this thing today but not that one tomorrow. Obviously an extreme analogy but true never the less.
The correct way to approach this would be to decouple the respective programs between Guests and Hotel owners. BDC would then offer an independent Guest program to their customers which i suppose would act like a loyalty program but would have no affect on the Hotel owners.
For the hotel owners, they would then offer some sort of performance program that would be rewarded with perhaps extra exposure outside of the actual search rankings but maybe include a badge in the listings highlighting the fact that this hotel is a high performer. These awards could actually be for many things but shouldn't be financially rated as the owners own set price will already highlight this but will obviously bring the hotels strengths to the attention of the potential guest.
This approach has many advantages
1) The BDC listings keep their integrity and filter / sorting options will always give a 100% true representation of what is on offer to the guests. This in turn creates trust and loyalty with guests which will ensure the longevity and appeal of BDC
2) BDC are free to operate in any manner they please without it affecting hotel owners, this will encourage hoteliers to offer more rooms on BDC and i'm sure, in many cases lead to an increase in BDC being sole agencies, leading to far more revenue in terms of commissionable sales.
3) Hotel owners, as has been said above, will strive harder for listing placement as increased efforts will have a direct affect on rankings which will then mean increased sales without the fear that all their hard work being usurped by greater commission offerings.
4) Reduced cancellations due to confidence in bookings offered by booking through BDC
5) Reduced manpower required due to reduced level of communication and disputes.
I could go on forever here, but i think i've made my point! .... artificially increasing the weight of anything, be it a database entry of a side of bacon will only serve to bite you in the ass further down the line.
Zsolt, really? .... May i suggest that you seem to be missing the entire ethos into what is supposed to be a partnership here between ourselves and BDC. Most of us have thousands of euros being generated monthly by this partnership and it is, in my opinion, absolutely the responsibility of both partners to ensure that we treat each other in a fair manner. Mistakes happen sometimes, ok, maybe not to you, but honestly, most of us out there aren't perfect and in Kishis case i would have also expected BDC to be a little more understanding.
BDC, by mistake, recently issued me a credit to the tune of a few thousand euros ..... of course, they messaged me immediately to inform me it was a mistake and the balance was reversed. This is normal and of course i wouldn't expect them to pay this based on a 'button click'!
I think what Kishis annoyed about is not so much the money but the lack of cooperation and understanding thats being shown here and to be quite honest, i totally understand his frustration. You could very easily argue that seeing as it was booked under a 0 cancellation policy, the 'button click' that your speaking of was actually already pressed by the customer at the time of booking and that BDC have no business introducing a secondary step before being paid, which in this case, has ended up with Kishi's policy not being honoured.
Play nice everybody, there's enough out there for all of us, really!