My secret to incredible guest reviews

Καρφιτσωμένες

Click here if this post was helpful!
(Don't worry we won't send you anywhere)

Σχόλια

117 σχόλια

  • Avatar
    Katerinka12

    "and I will ask it again: why is t that I can sell a room for Euro 70 in the low season through BDC but Airbnb makes me want to ask for Euro 34?"

    Do they suggest it as minimum rate? You can make it fixed. Need to be very careful with Airbnb as they tend to not only not make business, but make up us bankrupts. When property is extremely very serious expense and liability.

    Another reason could be, how is Airbnb performance in your country? As it was mentioned here, Airbnb has bad reputation in Australia. In Philippines its neutral.

    To let you and other partners know, the income difference for us is 7% (BDC is higher than Airbnb). Provided, however, I am Superhost with excellent reviews and always on Instant booking.

    With your social roles changing from tour guide to drink buddy you can try Experiences by Airbnb. You deserve to be paid for that.

  • Avatar
    Zoinks

    Katerinka12 I tried to use the same rates on AirBnB as I use on BDC but look at the screen grab. I have never got a booking from AirBnB using BDC prices. I don't think it has anything to do with my country as my guests are international. But, perhaps, the biggest problem is that the calendars do not sync properly.

  • Avatar
    Katerinka12

    " I don't think it has anything to do with my country as my guests are international. But, perhaps, the biggest problem is that the calendars do not sync properly"

    Our guests are also international (and that's where Booking is great at).

    There must be a reason, why Booking works for you. And Airbnb does not perform that well.

    Synchronization of calendars is not an answer to pricing. I do it manually. After too many problems with top performing sites, like Tokeet

  • Avatar
    michael beeston

    Hi Katerinka.....................We are not quite the same as we have predominately Australian guests BUt I guess 20% of our guests are either Japanese/Chinese/other Nationalities. (All Booking.com)

    We also do the calendars manually and it works for us.  and yes !! we have friends who use Airbnb and it works for them..but once again for us (maybe pricing) Booking is by far the BEST site and Airbnb/Stayz virtually nothing.

  • Avatar
    michael beeston

    Joey.....Same here, Airbnb are always saying reduce your price as the competition is getting the business...........CRAP !!!.if we went as low as Airbnb say, it is not worth the effort or time ( I may as well rent full time),versus Booking...great prices and consistent good profitable bookings..............renting short term for 30 Euro a night..FORGET IT !!!!!

  • Avatar
    Zoinks

    I've been taking a look at the AirBnB equivalent of this partner forum. People and 'Super hosts'  are renting out entire flats for $30 per day in good locations and they are complaining that they cannot go any lower. So while our main complaints on BDC are reviews on AirBnB it is more serious in my opinion. This is a typical comment from a host: 

    "How low can you go ? On some occasions (low season, bad weather) I have to go down progressively to my minimum price.That minimum price is about 20% over my cleaning cost, just so that I can get the apartment ready again and still have petty cash to replace the batteries of the remote control..." 

    I'd rather leave rooms empty than practically make a loss.

    BTW I have nothing against AirBnB but I can't understand several things....like for example why do guests still choose booking.com.? It is not like some of them do not know. One guest left me a review saying my place was not good value and she could find cheaper on AirBnB. I don't know why she did not choose Airbnb then. This was just an isolated review. 

  • Avatar
    michael beeston

    Hey Joey.............I am not British..I am WELSH !!!...hahaha I went to Aussie with my parents when I was 5 and grew up in Sydney...............for the last 30 years I have been an expatriate, living predominately in the Middle East and China but came back to Australia six years ago to be with my elderly parents and to look after them.......we have a house in Dubai and still travel when we can, so a little about me.......Married/3 children/5 grandchildren...HELP !!! (haha).......you are right about certain guests..................Stupid or maybe just in HOLIDAY MOOD !!!.anyway I love reading all these articles especially from you and Katerina....keep em coming guys...I think everybody gets a lot of information from them...........many thanks  Michael.

  • Avatar
    michael beeston

    We also manage 54 apartments and houses in Queensland so get quite a few personal bookings as well for our property.

  • Avatar
    Katerinka12

    "like for example why do guests still choose booking.com.?"

    They appear on top of the search. Personally I like multilingual thing.

    And this horrible thing about Airbnb. I want to pay and feel like a Queen.

  • Avatar
    michael beeston

    Katerinka....................WOW !!! absolutely agree...people pay me good money for a LUXURIOUS property to stay and I want to SPOIL them (only for a short time) but that is what its all about !!!

    And that is ONE of the reasons we have 55..10's in a row from  Booking....One day for sure we will get a guest (for whatever reason will give us an 7/8 or 9) BUT for the time being..........Be a Queen or King for a while...haha LOVE IT..Michael.

    PS..The property has 100 year old Chinese antiques and 80 year old Persian carpets Plus a Versace Dinner/Coffee set/Satin and Cotton stripped sheets and pillow cases/ Cut Crystal Champagne/Wine Glasses and plenty of Paintings from All over the World.......SPOILT GUESTS..... YES !!!!!!

  • Avatar
    Zoinks

    It's funny. After reading all these comments and the ones in other threads for several months where we complain about the review system I Googled 'booking.com review system'  and guess what? There are  articles written from the guests' perspective why the score system is unfair; ON guests! One of the main points that they raise is that the lowest score that guests can give is 2.5. I hope I'm not putting any crazy ideas into anyone's mind (booking.com please don't read this :-P ). 

    No, but, really, we need a more balanced system as I have written before if BDC want to start from somewhere they should not allow reviews and scores which contain OUTRIGHT LIES which they know about. If a room was booked for two people and they smuggle in a third person why should they be allowed to say that the third bed was uncomfortable (of course it was - I was not expecting you and you opened the folding bed and tried to find some sheets and pillows). Why did I get a review from an anonymous reviewer  ' young solo traveller from the USA' when I NEVER had a solo traveller from the USA?. 

  • Avatar
    Katerinka12

    Lets say Airbnb doesn't care that we need food to eat (not to mention Michael has 5 grandchildren :))...

    People! Seriously! It's my social responsibility to warn you, that low prices are almost the guarantee that crime will happen in your place. And the line between bad and good is so thin. Who do you think government will blame, guest with no money (thanks to Airbnb low price) or you with money and more important - property owner, where something bad happened?

    Can you just imagine what kind of people do low prices attract? I have never imagined that those smiling people looking intelligent and well behaved, do actually steal!

    I forgot to ask Michael a question and it's a just right time: Luxury Towels @ $65.00??? How do you keep them alive?

    We have 24/7 security and they are good. But how would they even know that good looking foreigner leaves the place with small bag with our luxury towels?

    I was sceptical from the beginning as too many expenses suddenly fell on my shoulders, but my caretaker asked to buy premium quality towels, and I spent the fortune.

    And bye bye, my money. From ALL apartments towels were stolen. Usually it's a "girlfriend" of a paying client.

    Can you imagine, what happened to us few days ago? One client, a lady, forgot her shoes. We promised to return them to her. They were in the closet, we didn't bring them home. Just one night. How naive we are... The shoes are gone. Together with the girlfriend of our Chinese client. I am under stress now as I look so bad, I gave my word of promise and wasn't able to deliver it. For me, it's a big failure, normally I do what I say despite being a lady.

    And yesterday we revised all our things. The beautiful glass shots for vodka or tequila are missing. We never saw them broken (which is ok for us). Most probably, someone took them home.

    And someone will say "report to police", "report to Airbnb"... The question is how to do that in real life? I would never blame a person, who didn't steal. I will stop to respect myself. When I finally found out, who was the guest, who stole, I overpassed 14 days period of time Airbnb gives to report stolen things. Oh, and there should be no guest after him. Again, Airbnb loves when hosts loose money.

    How can we catch the thief, if we have clients every single day? Do you think that a guy bringing a prostitute at 4am does really report to us?

    OK, another person is already in China... What the sense to bring attention of local police (by the way the police station is 5 minutes away).

    And didn't you know, that the person who steals runs away like a rat? They do not wait for check out time. In the middle of the night they are gone. We already lack sleep, what more can we do?

    I stopped buying luxury towels. No more. We bought just normal towels. Everything we buy now is medium quality, not completely cheap staff. We still believe that appliances are hard to steal, that's why I spend a lot for them. But technically speaking... If you use elevator and the car is waiting for you at the basement... That's it!

    Really, why not to spend few bucks as Airbnb insists and get in return Sony TV, Sharp microwave, luxury towels, dinnerware.. The airport is just 300m away. And did you see in real life people that get their towels insured?

    We are lucky, that we are surrounded by security (many of them!), police and basically it's overpopulated country, people are everywhere. It's hard to imagine that serious crime can happen here. However, our clients are foreigners who leave the country and don't forget, Philippines is super corrupt. It's close to impossible to fight here for stolen staff. I already tried and even got Warrant of Arest. The thief "can't be found", so they can't serve it to him. Even if he walks in front of their face. That's how horribly corrupt Philippines is.

    And again, why I use Booking and not Airbnb. Though Booking is not 100% guarantee, they have more professional places to stay. Lady alone, Christian, a bit pretty :) staying at stranger's home for few bucks? No way. What will I do then? Call to Airbnb "support" and cry I was raped? I would not give a single chance that to happen. No money, then stay home.

    Nothing is a guarantee. That's why do not give a single chance to something bad happen. How will I fight for my rights in foreign country? Even in your own country, would you wait for something bad happen and complaing After?

    Do you know that the most beautiful places to travel usually belong to countries, where law is for locals only, where "moral police" operates, where for few bucks people forget that they are people? Just to give you an idea, google cases of British people in UAE. The world does not consist only of USA and UK.

    Your safety costs a lot and your body is a palace. Does your body cost just few bucks, that you allow yourself to stay at closed territory - apartment (oh, smiling woman in profile, but do you know who in actual?)

    The person, who rents his apartment for few bucks in prime area is already in question. I know how much cleaning costs. In Majority of countries cleaning is very expensive. I wouldn't mind people smiling at me just because of my money, when in fact they hate me because they need to service me... As long as my Safety is not compromised! Everything else (hotel stars, reviews, etc) is childish staff compare to my safety.

    With few exceptions only, Airbnb is known as cheapy cheapy site. I sincerely hope, they will stop pushing hosts to bankruptcy and distress, that host offered something so important and intimate - his own place and yet he can't find money for cleaning materials. That's not how this business runs.

  • Avatar
    michael beeston

    Joey.I agree with what you say BUT I dont think  they will change their review system............not for us anyway.and if three people come in instead of two...TOUGH !!!.....The hospitality business is very good BUT maybe 5% of people are a little "criminal"{ and book for 2 and let 3/4 stay or steal the towels or pinch the Coffee/Tea/ .it goes on.We have been "so so lucky" that NOTHING has been taken from our  OWN property in almost 4 years BUT the other houses we look after....WOW !!..broken glasses/Coffee machines missing/Towels either stolen or so badly damaged they cant be used again.................

    Katerinka...We ONLY use the $65.00  Towels in our property as we bought them from a wholesaler ( 15 at a time) and we use them for US ( yes we also like to be treated like Kings and Queens sometimes haha)......I have read your comments and although (thank goodness) it has not happened in our property...........the other Short term rentals we look after ( Houses which sleep 14/16 are a constant problem...mainly young people who Drink excessively/leave the property a pig sty when they leave and dont  put bins out.the list goes on and on but I shall not mention these properties in this Forum as it is "purely a business" for these owners and we have $1500 Bonds which pay for any damage theft ect.................by the way I also have a cleaning company for Hospitality so have 100s of Sheets/Towels ( normal ones haha) and 

  • Avatar
    michael beeston

    oops pressed the wrong button....................and everything that we need for cleaning ( 4 staff) so the more mess the more I make ...silly isn't it but true..Last word........Thats the Hospitality business.all good BUT can be ruined by just a few Rat Bags.( maybe 5%)

  • Avatar
    Katerinka12

    Some things are usual and normal for you, but I am a newbie compare to you. I am interested in all these details that would sound small to you, but important for me and other hosts. Like " we have $1500 Bonds" - what exactly do you mean? How do you organize your staff, responsibility, etc while having many properties?

    And please... Do not forget that 5% Rat Bags in Australia could mean %50 Rat Bags in Philippines...

  • Avatar
    Katerinka12

    "and we use them for US"

    What does it mean exactly? Guests from USA? Properties located in USA (as I could remember your properties are in Australia)? For us = you and your wife? If so, how do you share your luxury towels with guests? :)

  • Avatar
    Zoinks

    michael beeston  $65 towels? Each? I had started with a green scheme for anything guest related but am converting everything to white. But really - I can get really nice towels for Euro 20. My main issue remains the fluffiness (OK this is starting to sound like a comedy sketch). That is because I ditched the tumble dryer. 

  • Avatar
    michael beeston

    Hi Katerinka................I know the Philippines very well  ( I used to work in Saudi Arabia and came to the Philippines for staff recruitment) so I know what you mean.

     

    Back to business..............when the guests make a booking in the large houses we take a Bond ( a deposit against damages) of $1500 and after they leave we check the property for any damage/theft and if required take whatever money out of that Bond and return the balance )

     

    The luxury Towels we use ONLY for the Pinnacle and at home for Rita and I ( 4 Towels are left in both bathrooms and 1 spare)..normally and this is true......the guest ( we Only take 2 guests and a lot of time Business people of ONLY 1) They only use one maybe 2 towels so it is mainly for show !!!.If and this is regular we have 3 separate guest in a 7 day period...it doesn't take long to use up the towels and we send them to the Professional  Laundry with the rest of our sheets/pillow cases and stuff.

    Yes, we are a professional cleaning company so a little different from everybody out there except Hotels..BUT our own property The Pinnacle, we rent out and treat just like all you guys.

  • Avatar
    Katerinka12

    I think 20 Euros for a towel is enough. We take so good care... Hand washing with love. Any towel after many washing will loose its softness. Not to mention how do guests actually treat towels... They put on towels anything their body can produce :)

  • Avatar
    michael beeston

    have a look at our website and you shall see some of the towels and stuff in the pics......................The Pinnacle Apartments God Coast..enjoy and talk again........Michael.

  • Avatar
    michael beeston

    agree............we normally buy for ALL the other houses and apartments..Towels for 8/10 Euro and after a year or so use them for rags. Apart from the Pinnacle all the other houses /a[apartments are Purely Business and is run differently.

  • Avatar
    Katerinka12

    "Back to business..............when the guests make a booking in the large houses we take a Bond ( a deposit against damages) of $1500"

    $1500 for one day rental? Please, do not skip details as they are important to us. In other thread we discuss how to take those deposits. By cash? Credit card? How do you do that?

    "we rent out and treat just like all you guys."

    What do you mean? All = different. I rent out daily apartments in front of airport. Other hosts have hotels. Some villas near the beach. So different. If you stay at the place you rent out - it's completely different story..

  • Avatar
    Zoinks

    Katerinka12  you're joking right? Handwashing towels?! And no the fluffiness or lack of has nothing to do with them being old. It is because I dry them out in the sun. On another note I keep getting small rust like looking stains on white towels. I have no idea where they come from. Bleach, which is a solve all for anything white, makes rust worse so I end up using the towels with these small stains for myself. 

  • Avatar
    michael beeston

    Joey......Again I agree.when we decided to rent out our place ..we went to the extreme with  LUXURY Towels/face washers and all LUXURY items so it would make a real difference  and it has !!

    Wether  I would do the same with very expensive items again....( not sure because only a few guest really appreciate what is there and know how much things cost)  they are there for a short holiday and just want to enjoy themselves....For example we have a 100 Chinese Cabinet in the Lounge ( worth .approx $8.000 But does anyone know. ???? or care for that matter,it just adds to the charm of the property, and makes it so different from anything else on the Gold Coast.

  • Avatar
    michael beeston

    oops again....100 year old Chinese Cabinet

  • Avatar
    Zoinks

    "The Pinnacle Apartments God Coast"  michael beeston you seem to be one for typos, just like me :-) Remember there is an edit feature with each comment so when you see the typos after you've posted you can correct them.

     

  • Avatar
    Katerinka12

    Joey, only this time I am not joking. Yes, handwashed. And yes, taking good care - Philippines is number one. Even rich people put washing machines just to show off. What the sense of using them? Electricity is extremely expensive and housekeepers will not allow to use washing machine. It's gently washed with care, love and professionalism that runs in Filipino blood.

    " people pay me good money for a LUXURIOUS property to stay and I want to SPOIL them (only for a short time) but that is what its all about !!!"

    How I want it. I removed my carpets that cost (you understand how much) each. As for furniture I truly appreciate it and amazed at your taste. It's not only about every particular piece (which is out of question, a hit), but blending them into a cozy, so smooth interior shows everything about the owners - culture, background, taste.. I can read between the lines :)

    And again, "people pay me good money for a LUXURIOUS property."

    You will be very surprised, how foreigners are demanding to stay at luxurious property without paying good money. It seems they are just different people once in their own country and out of the country...

  • Avatar
    Sara Jarvis

    My lastest booking.com left her review in a text message seen by no one but me , some don’t realise that like ABB we need them on the actual site !!!!! IT would be easier if they received an email reminding them.

  • Avatar
    M Adamopoulou

    Sara Jarvis one of my guests did exactly the same thing. I called Booking for advice and they send a second message to the guest and finally the review was posted.

  • Avatar
    M Adamopoulou

    Katerinka12 Hand washing is very painful. I use white vinegar in my washing machine and towels remain very fluffy.

Add a comment

Πραγματοποιήστε είσοδο για να αφήσετε ένα σχόλιο.

Επιστροφή στην κορυφή