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Thông tin về những diễn biến trên Booking.com có tầm ảnh hưởng đến doanh nghiệp của Quý vị, cũng như những thảnh quả mà các đối tác gặt hái được.
Kết nối trực tuyến với các đối tác Booking.com khác để học hỏi và chia sẻ kinh nghiệm với họ.
Bất kể mục tiêu kinh doanh của Quý vị là gì, các giải pháp của chúng tôi cũng có thể giúp Quý vị thành công trên Booking.com
Tìm hiểu làm sao để quản lý chỗ nghỉ và Booking.com extranet trong Trợ giúp Đối tác. Chúng tôi có một loạt những bài viết giải đáp các thắc mắc thường gặp nhất từ đối tác.
Looks like the new reviews scoring system .... long discussions about it elsewhere in the Partner Community .... under the old system, they would score each element and this would then be used to calculate the final property score .... but now, they can score each element whatever they want, and then give a separate property score out of 10 that has nothing to do with the different elements ..... and sounds like that's exactly what they've done .....
Should also add .... sometimes we get bookings for 2 people, but they prefer separate rooms .... maybe one of them snores .... or maybe they're friends, not a couple .... whatever it is, it's not our business .... we prepare the property for a full house and don't need to ask or guess whether they will use all the beds or not ....
Most properties are rented out on a per-property basis. We have properties that sleep 4-8 people and the price is set to allow for the 8 people. A property is not cheaper to own if only 2 people sleep there. And if only 2 people sleep there, the other rooms cannot be rented out separately. Most owners see no reason to lose money on a property by discounting for fewer people. Also, we get some bookings for 1 person, but a whole family turns up - this is sometimes people trying to avoid additional "per person" costs by booking an entire property for one person - but it's the same price regardless, so they don't win and we don't lose. So ... always prepare for maximum occupancy, always charge for maximum occupancy, and if fewer than maximum guests arrive, it's a bonus for you!
Yes, we use all of these and there are still problems.
Guests still say they they were unaware of this or that because it isn't listed in the property description (because Booking.com don't let us write this like on other OTAs). We put it in the descriptions in the Your Profile section, but guests often don't read that. On other OTAs we can add "A few days before you arrive, we will send you a message to your inbox with directions and key code access". This works fine on other OTAs because they let us write all of our descriptions, but we have problems with Booking.com guests because they don't see the information we provide.
Works ok and we get the name and address of the person booking.
Booking.com does not allow us to set additional house rules like we can with other OTAs. We allow dogs, but it should be one large dog or two small dogs. We cannot set anything other than yes or no.
Booking.com has absolutely crazy policies on this and the way Booking.com treat property owners and future guests is disgraceful.
The Policies page says we can only take damage deposits by cash until we become "trusted". This means that Booking.com is treating us like criminals. It is essential that we take a damage deposit to protect us and our property and also to protect the next guests. We have had a situation where guests from Booking.com trashed a newly refurbished property and we had to cancel some other bookings while we repaired the property. It's not that we want to claim on the damage deposits - any claim is hassle, time consuming and causes bad feeling - we simply want guests to look after a property. If they have paid a damage deposit, they will want it back, so will take a bit more care with a property.
Taking damage deposits in cash is not viable or sensible. Our guests may be driving for many hours on motorways and they all need to catch a ferry too. Guests are often delayed by motorway traffic or bad weather. We cannot have someone waiting at each property for many hours for guests to arrive and also hope that they actually have the cash on them. Likewise, guests do not want to wait for one of us to turn up on the day of departure to inspect a property before handing over cash to them. We also want electronic records of deposits paid and refunded to protect ourselves and our guests - there are no electronic records with cash.
We have spent many many hours arguing with Booking.com over damage deposits. A compromise that Booking.com have allowed is that when a guest makes a booking, they get an automated message to their inbox saying that a damage deposit is required. This has the payment information (BACS Bank Transfer) and also a request to send their bank details for the refund. However, this doesn't solve everything as Booking.com has other flaws in their systems - guests often don't check their inboxes. So to partially resolve this, we have to put in a change request for The Fine Print (at the bottom of Property > View Your Descriptions). The Fine Print is visible on the booking confirmation page that guests often print out. It's always a battle with Booking.com to get them to allow this. Again, this doesn't solve all the problems as guests often don't print this until a couple of days before they travel, and even when they do print it, they often don't read it until they're on their way - and if they're driving, they can't do a BACS bank transfer.
Of course, taking damage deposits by BACS bank transfer means we have to expose our bank details. It also means a lot more electronic transactions and, with a "busy bank account", it's not easy to find some guests damage deposits. So to resolve this, we now have a second bank account, purely for damage deposits - we can see them more easily and can therefore refund them more easily. A downside is that we have to pay for a second bank account and for every transaction in and out.
We do not open properties on Booking.com until they allow us to take damage deposits electronically. And it's always a battle with Booking.com. As a business, our priority is to open a property for online bookings as quickly as possible. Therefore, we focus on AirBnB, TripAdvisor and HomeAway (in that order). We list on Booking.com later, when we have more time for the battle. This generally means that we get a lot of bookings in from AirBnB and TripAdvisor and a lot of good reviews, long before our listings are open on Booking.com, so those good reviews generate a lot of bookings through AirBnB and TripAdvisor.
Other OTAs reserve an amount against the guests card - this works perfectly. Booking.com have shot themselves in the foot with their stupid policies and their disrespect for owners.
Reporting Guest Misconduct
This is pointless.
The Overall Result
Booking.com do not operate in the same way as other OTAs. Guests often miss information that they would clearly see on other OTAs, which causes problems for guests and owners. Booking.com do not have any respect for property owners and their properties. ***
We have multiple properties on the same estates - they are similar size and layout, but inside each one is very different. Therefore, we have totally separate listings (on every OTA) for each property. This avoids any problems with guests being confused etc - they can see exactly what they're booking. It also allows us to manage the calendars more easily and more effectively across all OTAs. It also allows us to set pricing independently for each property etc. I would suggest this is a better way forward. With Booking.com, you can also have a Group Account which you log in to and it simply lists all properties in your account. Click on one and it goes to that property listing. Send a message to BDC from your Extranet to ask about a Group Account. Within that, you can click on Account at the top right and "Add new property" (although you can do this within your existing listing, I'm not 100% sure if it works the same way as doing it from a Group Account, so check with BDC first!).
Some properties have the calendar sync under Calendar, others have it under Rates and Availability, and some apparently do not have any calendar sync.
Be aware that Booking.com calendar sync does not work properly so you should manually block all bookings to prevent double bookings. If you get a booking on AirBnB, block those dates on Booking.com, and vice versa.
What 1.9% is this??
Some properties on Booking.com have a page for Calendar Sync, others don't. Even if it is there, the Booking.com calendar system is broken and will not sync properly with other OTAs like AirBnb / TripAdvisor. Block manually. I don't know if it's any better with a Channel Manager - I have developed my own software to work like a Channel Manager and mostly works ok, although sometimes Booking.com still sends no data ....