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.
My comments
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'.
I totally agree with 'Fluff', demand prepayment. My guests must pay within 30 days of arrival, or I cancel the reservation - no exceptions! For people who book just in the week of arrival, I ask for payment on the booking date, or maybe within 24 hours. This has helped to reduce the problem for me significantly. Also, I take only cash via several electronic platforms - Western Union, MoneyGram, PayPal, Xoom. I have no credit card option which some guests complain about, but they are free to cancel if they cannot use the available options. Since introducing strict prepayment options, my revenues have increased despite increased cancellations, and my stress levels reduced!
Thanks Katerinka, feel free to stop by in beautiful Kingston, Jamaica for the authentic hot chocolate! I've enjoyed reading these posts...I think we're an awesome bunch of hosts!! LOL
I have never had a guest that I did not meet, but then, I have just one apartment so it's easy!
Although I offer all guests complimentary coffee, tea, Jamaican hot chocolate, juices, snacks and fruit, my guests really like that I ask ahead of time if they'd like beer, wine or other fav drink when they arrive.They appreciate the consideration!
Meeting them on arrival makes them feel really welcome and I show them all the amenities, especially how to use the washing machine! I also introduce them to our on location security man, so they are comfortable with their on the spot 'personal assistant'.
As I find it too expensive to call booking.com, I have learnt to effectively use the email system.
Go to 'inbox, then 'booking.com messages'. Then scroll down on the right side and click on the blue button that says 'Compose a new message'. Select 'topic' and 'subtopic (where applicable, and write your message. Once you send it, you will see an auto response that says you will get a response with a day, or two. Generally this works for me.
If you cannot wait that long, I suggest that you go to booking.com (NOT the extranet), and on the front page scroll down to the very bottom. Look for this sentence:
"Whoever you are, whatever you want, we’ve got the perfect place for you. Our 28,634,184 listings include 5,387,217 listings of homes, apartments and other unique places to stay, and are located in 134,821 destinations in 227 countries and territories. Booking.com B.V. is based in Amsterdam, the Netherlands and is supported internationally by 198 offices in 70 countries."
Click on the '198 offices, and look for the support office nearest to you. I am in Jamaica, and were not listed in the Caribbean section, so I simply call the USA, and got through.
If you have previously called, or sent an email, and have been frustrated by the response of the agent, remember this - not all booking.com agents are created equal!! A few will leave you frustrated, but many of them are efficient and extremely helpful. If you are not satisfied, call back or write again. You will certainly get another agent, and often the results are amazingly different!
Good luck!!
Warm Jamaican regards, Chantal