回報住客不當行為
行為不當的問題很少見,但如果您遇到了很差的住客,您在後台或 Pulse APP 就能輕鬆回報問題。提醒您,只有住客的不當行為符合回報功能中七項情況的其中一項,才可舉報。您可以在入住日起至退房後七天內的任何時間回報。
文章內容介紹:
在後台回報住客不當行為
您可以依循下列步驟在後台舉報住客:
- 登入後台
- 點選訂單
- 點選您想要舉報的住客姓名,或是其訂單編號
- 點選回報住客不當行為
- 選擇不當行為的情況,並在詳情下方留下簡單的敘述。
- 若想阻止這位住客再次預訂貴住宿,請勾選方框。
- 點選送出回報
在 Pulse APP 回報住客不當行為
您可以依循下列步驟在 Pulse APP 封鎖住客:
- 登入行動裝置上的 Pulse APP
- 點選訂單
- 選擇該住客有入住貴住宿的日期,接著點選住客姓名
- 點選回報住客不當行為
- 選擇不當行為的情況,並在詳情下方留下簡單的敘述。
- 若想阻止這位住客再次預訂貴住宿,請勾選方框。
- 點選送出回報
Reports can be filed any time from the check-in time to seven days after the check-out. Follow these steps to report a guest:
- Log in to the extranet
- Click on Reservations
- Select the guest you want to report by clicking the guest’s name or the reservation number
- Click Report guest misconduct
- Select one of the misconduct scenarios and leave a brief comment under Details
- Tick the box if you want to block the guest from booking your property in the future
- Click on Submit report
To minimise the impact of guest misconduct on our partners, we have dedicated teams and processes that prevent the same guests from booking with you again.
If you want us to follow up, please select the I want Booking.com to follow up on this incident option. If you have multiple properties that fall under the same Hotel Account ID, select I want to block [guest name] from staying at my property to ensure the guest won’t be able to book any of them in the future.
- Log in to the Pulse app on your mobile device.
- Tap Bookings.
- Select the dates when the guest stayed at your property, then tap the guest’s name.
- Tap Report guest misconduct.
- Select one of the misconduct scenarios and leave a brief comment under Details.
- Tick the box if you want to block the guest from booking your property in the future.
- Tap Submit report.
You can call our customer service team while the guest is still at your property. In this case, our customer service will also call the guest to take their statement.
The Report misconduct option is disabled when:
- The reservation doesn’t have the required dates – you can only report guest misconduct from the day the guest arrives until seven days after they checkout.
- The misconduct was already reported – you’ve already reported guest misconduct for this reservation.
- The reservation was already cancelled – cancellations can’t be reported as guest misconduct. Reports can only be made if the guest arrives for their booking.
- The reservation is a no-show – Reports can only be made if the guest arrives for their booking.
Bad reviews or complaints from guests don’t constitute guest misconduct and that we can’t prevent guests from leaving a review. If a guest didn’t stay at your property or ended their stay early, please contact our customer service so they can adjust the reservation and the commission accordingly.
For more support on managing guest misconduct, check out this guide.