The latest Booking.com developments relevant to your business, while showcasing the great work you do.
Connect online with fellow Booking.com partners for the best tips and advice.
Whatever you business goals may be, our solutions can help you succeed on Booking.com
Find out how to get set up, and read about our services and features.
This is really easy. I have been doing this for 20 years as of April 1st. As much as I like the personal interaction there are times when it's not possible, such as this case. What I do is leave them a note, with their room key enclosed, stating where their room is located (PLEASE be quiet-there are other guests staying), have them select breakfast time and leave it where they can find it. I also send ALL of my Reservation Guests a brief message through Bookings, upon making a Reservation, to please CALL-ME if they are going to be late. I also have last minute guests, same day, to call-to-confirm. I know it sounds like a lot but the last minute bookings have become SO less stressful. I also discourage same day Reservations as I have had guests sit in my driveway, make a Reservation, walk through the door saying I have a Reservation and if I rented the room want to guess who pays?? I am also starting "Self-Check-Ins" where I leave them a message on the door. So far people are loving it. They come when they want with no "Check-In" times. You might want to try that. I also have a 1-day (no same day) cut-off.
Let me state first by stating what my policies are. When you book, there is an automatic 50% NON-Refundable deposit with a 14-day cancellation. So you book a room I charge 50%. If you cancel days 14-8, you will receive a credit good for 1-year, not transferable. If you cancel days 7 or before you lose your whole stay, including taxes. Now let me state this is for the WHOLE STAY, not 1-night, the 50% deposit etc.
Doing this for 20-years now, my policies have evolved from reaction. By this I mean if someone calls with a "valid excuse" I will work with them BUT if they call to cancel with their guns drawn, they are going to sue me, I am going to give you a bad review etc I will not budge.
I am honest and if I can re-rent the room I only keep a nominal $30.00 fee, and there are times when I have refunded 100%. Once again I react to how the customer reacts to what I say.
I am calling Booking today @the Virtual CC but from what I am hearing it's not for me. This is MY business and I want control. Having someone else tell me how to run my business, gives it away and I lose control.
State your policies and stick to them. People do not read anything so state your policies and be consistent. I do not believe that "we" are in the business to get bad reviews or screw people. You book on an airline, they take 100% right there on the phone and it's gone. Why are we different.
Sorry this is lengthly.. I had a guest cancel on the spot, they called Booking and Booking said to them, tell the hotel (B&B) if they will also cancel we will not charge anyone any fees so Booking looks like the good guy and I'm the bad guy... NICE huh?? I had a very serious, continue to do business with them talk and I was not nice either after I was told thats their policy... It had not happened since