Cancellation periods

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  • Avatar
    Mike

    Can you get prepayment ? I can't get prepayment on Booking.Com but on Airbnb our payments are guaranteed - our cancellation policy is free cancellation unless it is within 5 days of booked date - it there are extenuating circumstances I return all or part of the payment, but to date cancellations have been few and far between and our cancellation policy has had no adverse effects.

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    Rhjbyron

    Sure Mike most of our trade is through b.com so paid once a month I’m just considering longer than 7 days, I would refund in honest circumstances

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    Mike

    I advise you to try Airbnb also I have found it to be really great, been on the ABB platform now for almost 3.5 years, problems virtually nil. Sudden cancellations and no shows woth B.C. are rife! 

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    Rhjbyron

    Air bb represents around 10/15% of our guests we’re very rural don’t know why we don’t have more we’re still quite new I need to get a website and more exposure I wouldn’t want to depend on trade now for income now

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    Mike

    We are also in a bit of a hard to get to location so I do free pick up and drop offs between certain times - I charge for late night pick ups. For people with cars of course the location is no problem but you have to make a lot more effort for guests with no cars. Good luck. 

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    Rhjbyron

    Interesting idea Mike 95% have cars but perhaps it might help thanks

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    Leandri Klopper

    Hey Rhjbyron ,

    Just thought I would point something out, not sure if you are aware of it or not. But if you change your policy today (to 7 days) then it is only applicable on bookings made from today. Past bookings will not fall under the new policy as they were booked under the old policy. 

    Just something to keep in mind :-)

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    Rhjbyron

    Hi yes I know there isn’t too much pending some for next summer I wondered what most people have the period set at

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    Leandri Klopper

    Hey again,

    Ah my guests have 4 hours to cancel after they confirm a booking. After that I ask 100% cancellation fee. When I first opened on Booking.com I have much more flexibile peroids and grew to a nice rating and lots of reviews, then I cut it down. 

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    Bandara Hotels & Resorts

    For us all rate plan are full pre-payment with non refundable, no amendment, and non-transferable. WE don;t have problem with decrease production. Each year our production continue to growth.

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    M Adamopoulou

    My rates are all full-prepayment so it reduces cancellations. Fewer reservations but secure...

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    Bayview Motel

    Our cancellation terms require notice of cancellation to be received more repeat MORE than 7 days before the date of arrival.On 7 days before arrival we debit the guests credit card as you will then be within the no refund cancellation period.Debiting early brings to light the dud credit cards and allows you time to contact the guest for new card details.We have not had any objections to debiting 7 days before. Remember in terms of Contract Law payment is due and payable at the time of making the reservation.It is up to the motellier if he/she wants to wait to collect later.AA Travel take payment at the time of the reservation being made.Agents offering virtual card payments ,take payment from the guest at the time of reserving.

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    Cordoba 11

    Hi everyone! I have a question because is my first time in Booking, I am from Argentina, I published my property and I opened the calendary but when I simulate a search on web, my accommodation is unavailable. What the reason is? Can you help me? Thanks!

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    Mike

    Hello, Of course you have listings "switched on" right? I had similar problem before and it was because listings weren't switched on, also if there are many other listings in your area your listing may not be showing up as it is new. Hope you solve the problem.

     

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    M Adamopoulou

    Have you opened your rooms?

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    Katerinka12
    • "For us all rate plan are full pre-payment with non refundable, no amendment, and non-transferable. WE don;t have problem with decrease production. Each year our production continue to growth."

      Sounds as a dream to us. Even no amendment? How did you do that?

      I have tried Strict policy and got zero bookings. This was done as an experiment only and proves that guests do actually take cancellation policy seriously (at least something that they do read!).

      If I am the guest, I will not book non refundable and especially no amendment rate (by the way, does amendment means no adding guests also?), unless:

      1) hotel is trusted, known hotel chain (will gladly pay to Shangri-la!)

      2) last minute, cheap and therefore non refundable

      3) no other choice. One hotel only in the jungles :)

      There are some things, that make sense when we say that travelers plans change. Its not just mood swings, but flights do actually get canceled and delayed. And what really irritates me the most, that strict policies are just money making machine for some hotels, so as much as I can I would like to save myself from such places.

       

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    Bandara Hotels & Resorts

    We use same concept with Air fare, if guest looking for lowest rate then booking policy is will be very strong.

     

    For our amendment policy, we are not allow guest to change travel date, adjust any booking details after they confirm booking, name cannot be change, no. of pax cannot add. This is our advertise policy but ofcourse in some case we are allow guest to do depend on what their situation/reason. Or sometime we do have small amount of penalty charge.

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    Bandara Hotels & Resorts

    Katerinka12 Have your try to have two rate plan, one for flexible policy and other for non refundable policy with 10%-20% lower rate.

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    M Adamopoulou

    I also have two rates. Onfor a non refundable in low season and a flexible one in high seasons. I am experimenting but I think non refundable works....

    Cheers....

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    Katerinka12

    It's a very good idea, how come I didn't think about it. At least they will understand (if ever), why do they get lower price.

    How about number of guests? Do you charge 2 people and 4 people the same rate?

    And what do you do, if more people will try to check in? I had a guest, who brought his wife and 2 kids and mother and father in law, when his booking says clearly - 3 persons. We allowed him and his wife to stay, but parents had to go somewhere else (hotel next door). They were very rude to my staff and complained about everything on Earth being not satisfied with country, which means that they are not satisfied with themselves.

    I already knew these people would leave bad review. My staff allowed them to check and they sincerely thought that they can just be nice to the guests and they will come down. I received multiple messages on Booking demanding to return the money while they were enjoying the time inside my unit. Bombing me with messages stopped at 11 pm, when they went to sleep.

    After they check out at 12 noon, the bad review followed saying that they had 2 bookings and "even Booking can't find it" and "you better find the way to return the money". So, if people read it they will be scared for their money thinking that we are scammers. Though if I am the one to read such review, it will sound to me impossible that Booking can't find their booking, when presenting a reservation is actually guest's responsibility.

    Did you ever deny an entry? And on what grounds? How Booking handles such situations?

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    Katerinka12

    Just to clarify, they were demanding to provide them second unit (apartment) for free... For their parents

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    M Adamopoulou

    Very awkard situation... My Studio can accommodate up to 4 guests.  I charge the same.  If guests bring more people its not possible to accommodate them, I have no other space available. One guest requested an extra bed for his mother when he made the reservation so I accepted by charging 10 Euros per night. 

    I have never denied an entry even when guests came with 7 dogs. I try to manage situation as better as I can.

    Am a newbie so I dont have many experiences....

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    Muller0810alex

    How can I set a notification period on booking.com?  We need at least 3 days notification from guests for there arrival date. Can payment be arranged as with Airbnb? 

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    Info

    need to waive cancellation fee ? how can i 

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    M Adamopoulou

    Hi! Muller0810alex and welcome to the forum. In your Calendar monthly view scroll down and when you find Minimum advance reservations there you can add how many days in advance you want.
    Hope I’ve been of help...

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    Amandadianaallen

    I have found that if you contact your guests with a welcom / thank you for booking message and start to build a relationship with them it greatly reduces cancellations. It also makes them feel special and important. I have had very few cancellations, the two I have had have been due to illness and a cancelled plane. Hope that helps

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    Richardloram

    HI - yes I always send out a welcome and thank you message - however I found found that the more assistance and info I give to guests the more likely they are to cancel - this is how it feels. I am a small B'n'B outfit in Liverpool UK and have huge numbers of cancelations - mainly due to people not taking time to read details of the house and the fact the two bathrooms are shared. I do see this as a serious pain on the arse - as you have to unbook etc - however not sure if  this is a price worth paying as the rooms are booked up agin within a few weeks. At first it really upset me but now bit more relaxed about it   

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    Glennroy111

    My wife and I own and Manage 5 CONDOS (yes CONDOS not apartments…that’s what we call them in the USA) in the Panhandle of FL, USA.  We do about 250 turn-overs per year.  I list all these properties with HA, Airbnb, Flip Key and only two properties with BDC.  70% of my business is through HA.  The cancellation rate with BDC is near 90% and near 10 % with the other listing providers.  I require a $ 300 deposit on booking and the balance due 60 days prior to check-in.  Full refund if outside the 60 day window. My concerns are:

    BDC, unlike the other companies, tries to minimize the payment requirements when renters view the listings.  They “hide” this under “fine print”.  So at time of booking, when the renter gets a message from me that their Credit Card did not get approved for the $ 300 down payment, they are surprised and do not realize that a deposit is required for booking.  That’s why the cancellation is soo high.

    For one property, BDC lets me “see” the credit card information when I receive the booking request.  However, on the other property, BDC blocks out the credit card data until two weeks prior to check-in.  I can’t live with that short a time to validate the renter’s intent or financial status to pay, especially during the peak summer time.  I complained to BDC and they say that’s the way the system works!! They say I need to wait for it to correct itself.  UGH!!  So I’ve virtually de-listed with them on this property. Does anyone else experience this problem?

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    Ellie

    Glennroy111 - I fully agree with you.  My bookers book for fun!  When they're asked for a deposit, they just ignore me.  They just don't understand why they have to pay a deposit!  Mainly it is due to B.com saying that no credit card is necessary to book, instead of saying 50% deposit is due with booking.  It drives me insane.  B.com have stopped replying to my complaints, but they are valid.  90% of bookings at my property are cancelled due to non-payment of deposit. 

     

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    Kenata

    we take a one night deposit on reservation and have a 14 day cancellation period. You may not be aware but Booking.com actually contacts guests and reminds them when they can cancel and get their deposit back! This does not help us!

    We do get some cancellations just on the 14 days (I suspect because of this reminder) but at least it is not only one or two days and we have some chance of recovering and getting a new guest.

    Taking a  deposit also shows that people at least have some intention of coming and it is not so easy for them to book many places and then cancel. One person even told us he always books four places for the same dates and decides at the last minute which ones to cancel. What a waste of everyones time and likely lost revenue as other guests will have been turned away. Sadly Booking.com advertising encourages this behaviour.

    Agree Airbnb is better about this as people pay the whole thing up front and people rarely cancel BUT it is difficult to get airbnb bookings unless we bring the price right down so neither site is perfect. 

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