Chantal
Excited new member of the hosting community! Recently retired (why wait for 60th birthday?!) so that I can pursue my passion to run a bed ' breakfast. Well, for now it's just one vacation apartment, but I'll get there yet!
I am a former travel bug who is now happy to stay home in beautiful Jamaica and host some pretty interesting people. The experience has been mostly great so far, and I truly appreciate, and have learnt from the sharing on this site.
I am a former travel bug who is now happy to stay home in beautiful Jamaica and host some pretty interesting people. The experience has been mostly great so far, and I truly appreciate, and have learnt from the sharing on this site.
Hi Rob, that's truly infuriating! My guests also do not see 'the staff' but they simply rate me as 'the staff'. Since B.com has not responded, here's what I suggest:
1) As you check out your guests, do a short 'exit chat'. I like to ask my guests for recommendations to make their experience with me even better the next time around. This is a great opportunity to hear about any issue they may have had and to let them know how you'll deal with it.
Then I ask them to consider completing the review with their honest feedback. THIS COULD BE A GREAT TIME FOR YOU TO LET THEM KNOW THAT YOU ARE 'STAFF' Make it a fun comment, like, 'now you can really tell us what you think of us." It provides useful information without making you sound pushy for great reviews. Some hosts don't like to do this exit chat, but my guests say they appreciate that I take the time to see how things went and to get their ideas. You can see some of my reviews (score of 9.7 after 69 reviews) at 'Bellagio Getaway' in Kingston, Jamaica.
Don't feel uncomfortable about finding ways to solve this problem by communicating with the guest - make it a part of their vacation experience.
Let us know if that works! Best of luck to you.
Chantal
Sorry to hear of your troubles. I got rid of it 2 years ago by insisting that every one pay a deposit within 25 hours of booking..not much, as low as 25%. It's just enough to see that they are committed to my apt. Many guests book multiple properties knowing that they're undecided.works most times, except where bookings are same-day. Hope that helps!
Most often Ritchie, that is true, and we appreciate those criticisms. Like all business people though, we must learn to be gracious and remain professional when the reviews are totally fabricated. After my first cardiac episode following a below average review, I stepped back and looked at the big picture - one score in the 7 range stands out for its variance from the many 10s. An occasional bad review doesn't hurt my 9.9 rating. In fact, while it attracts more eyes, it makes readers wonder why that off person out, is do fussy!
I empathize totally with the horrid experiences you guys have had. Mine is a basement apt., where absolutely no smoking is allowed. Well, one couple smoked so much marijuana that the white ceiling fans turned black, and I had to dump s new sheet set. Still, I am grateful that most of my guests are great, and their criticisms are useful.
A year later, I am curious to hear if everyone's experience with the Preferred Partner Programme (PPP) has been successful. I joined the program a few months after starting the business in late 2017. Booking.com has been a great platform for me, as most months my solo apartment is booked for more than 20 night. My apartment was recently ranked #1 in Kingston, Jamaica in its category 'Vacation rentals' which is absolutely thrilling...along with my 9.9 rating.
However, BC's recent decision to start charging a commission on our additional charges, has me reviewing whether or not I can afford to stay in the PPP, as the additional charges go to paying external costs - they do not come into my pocket.
I AM PARTICULARLY INTERESTED IN KNOWING - has anyone come out of the program and found that their volume of business has changed significantly? I won't cry over lost visibility as long as the consistent volume of business remains the same.
Love to hear from you all!
Warm regards from beautiful Jamaica, Chantal
Booking.com encourages us to offer discounts through a multitude of customized discount packages. So although I paid a commission of 18% (visibility booster) I increased my expenses by offering a 10% discount for mobile reservations, and recently, a June special - 15%; the offers worked together to give the guests great discounts. So it's NOT 15% that's eating into my profits. This business model worked because it increased my occupancy levels significantly. I charge 10% tax, though we pay 16.5% tax in my country (I picked up the balance). The profit margins you think are so great, are in fact, marginal, but I could manage.
Cleaning fee cannot be included, as I had ONE apartment only, so I have to pay day's wage to a cleaner when someone leaves. We have a 9.9 rating (70 reviews) because we are generous with our welcome offerings, and our cleaning process is thorough. After the cleaner leaves, I often clean again ahead of a guest's arrival, when the apartment has been vacant for a few days. This is light cleaning (dusting, sweeping) and laying out our welcome basket & beverages. If I had several rooms or properties, I could afford one full-time cleaner. That cost could be incorporated into the accommodation fees. But at U$30 daily fee for cleaning services, it's just not practical to take that cost from accommodation fees. You may think, well why not just clean the apartment yourself? Hosts' circumstances differ. I'll just say - my domestic responsibilities are significant, so that's not an option.
So now that these additional charges are commissionable, I will have to remove the discounts for guests, and reduce visibility booster. Also, I will seek more local direct business.
For those of you who expend a mere 15% in expenses - great for you. I guess Booking.com will treasure your responses of support for this move. Maybe we'll soon face 25% commission like other platforms, and you'll still think it's 'great' and additional charges 'unethical'.