What one change have you seen have the biggest impact on reservation frequency/duration. Good or bad!

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  • Avatar
    M Adamopoulou

    I agree with Katerinka12 if they want to steal they will steal. Guests like that.

  • Avatar
    Katerinka12

    Did that happen to you? I hope no! Please, share your experience

  • Avatar
    Katerinka12

    Its amazing how we take good care of the guests... In my apartments you can find toiletries both for man and woman. Different size - from small to big. Big choice of tea, as I am a tea lover. It's hard to get tea in this country, but foreigners think it's normal thing to provide. Basics for cooking such as oil, salt and spices. Sugar, of course. I don't advertise these things, but no one ever left me review or thank you note for that. When we had luxury towels (forgive me I keep mentioning this), no one said thank you for that. I was hoping to get nice bath robes and... What for? I could remember the face of the guests when they arrived they said: wow! Oh l, my God.. And they were not young. Yet, no one of them left any kind of review.

    If you don't know... When I travel, the housekeeping offers me for a small tip ANY amount of free toiletries. That's why you need a proper accounting for everything.

  • Avatar
    Zoinks

    Katerinka - like you I am a tea lover and I offer guests a selection of teas and herbal infusions for free in their rooms. As you said no one ever mentioned these things in reviews.

    Incidentally, when I stay in a hotel I tip the maids. Just a small tip, mind. Not to get anything but just to show my appreciation. A week or so ago - I was surprised when a couple of guests left me a tip in the room. It was Euro 5 - so just a token of appreciation. But it took me by surprise! Ans another two guests gave me a bottle of wine. I wish I could have told them that I prefer a good review :-)

  • Avatar
    Katerinka12

    Joey,

    Great to hear you love the tea. So, now it's complete - tea, wine and budget for beer :)

    My caretaker gets tips. Sometimes it's very cultural thing, to give or not to give tips. She said she gets them often. Those real businessmen and real frequent travelers do realize that having a personal butler in other countries will cost them huge money. So they give tips instead :)

    Dear forum members, how many stars do you have? As Booking branded my units with 2 stars, I realized that I went too far offering luxury things that are more subject to be stolen rather than appreciated (especially in review).

    My latest problem that the guests complain that shuttle is not our own and demand the shuttle wait for them personally in airport! I receive such "special request" once in 3 days.

  • Avatar
    M Adamopoulou

    I am also a tea lover and have a great selection of Greek herbs but since my place is opened fr April to October none of my guests prepare tea. They prefer coffee that for I offer a range of coffee brands.

  • Avatar
    Zoinks

    Katerinka, I have no stars - am I supposed to have any? Mine is a b and b. As regards tea and coffee - I am sorry to say that I only offer instant coffee in one serving packets. Guests have these sachets in their rooms and can use them whenever they like. I've stayed in good hotels which were like this too and to be honest their brewed coffee for breakfast was not as good as the instant. But that might have something to do with my plebeian tastes. 

  • Avatar
    M Adamopoulou

    Katerinka12 No nobody has stolen anything from my place.  I hope it never does happen.

  • Avatar
    Katerinka12

    "Katerinka, I have no stars - am I supposed to have any?"

    Well, I have never asked Booking to give me any stars. However, I see two circles near my property name.

    If you are confused on how to find it, use filter with stars on the left. From there you will see where your property falls to... 2 stars or what stars..

  • Avatar
    Katerinka12

    "Katerinka12 No nobody has stolen anything from my place. I hope it never does happen."

    I hope it will always be like that for you and fellow hosts - no stolen things!

    As Zsolt said everything should be Preventive... As minimum it is keeping all the receipts of stuff you buy. As maximum it's insurance. And photos are the must. That will work with Airbnb asking for refund for stolen things, though not guaranteed outcome. They have requirements that hard to meet.

    As for Booking, taking security deposit should solve the problem. And hosts performance such as inspection during check out, proper identity check of the guest and overall taking the risks.

  • Avatar
    SaKats

    I think it is a bad idea to have embroidery on the towels. It will encourage stealing as souvenirs instead of preventing it unless you do checks on their luggage.

    Some of the other villas here have had even spoons and pillow cases stolen..as "souvenirs". I have no idea how a spoon can be a souvenir but whatever.

    For me 1 out of 3 guests steals the whole jar of thyme honey and 1 out of 5 the bottle of olive oil and homemade marmalade. Some do ask when they are leaving -having already taken it in their bags btw, and then there's no way to refuse them and make them take it out. Otherwise a horrible review will be guaranteed.

    I have noticed that a certain nationality (not from east asia) takes also all the tea even if it's a full can, the tin of the espresso. coffees and everything you leave for them in the kitchen except the sugar and therefore after having it happen repeatedly and no matter the price cheap or more expensive high season, when I have guests from that country I put out the minimal quantities if not at all.

    I don't want to be racistic but facts are facts!! Blame your compatriots who act like hungry wolves.

    I have guests buy me a necklace as gift,a russian orthodox religious picture,  summer flowers in a clay pot, teas and vodkas from their countries,postcards and lots of wines but they are ppl who usually have stayed a week+. Because I live next door I get close to my guests and sometimes I even offer them a free homemade dinner so it's their show of their appreciation but it's very rewarding to see that you are appreciated.

  • Avatar
    Sara Jarvis

    Sakats what a brilliant way to make money.......put your home made marmalade into little jars with a ribbon and a label of your listing.....and anything else you can make. With a polit note listing prices.I stay at an Air BBB in Spain where they make jams etc and I bought loads to give as gifts even honey etc......

    HOW TO STOP STEALING OF FOOD

    PUT THE JAMS ETC INTO INDIVIDUAL PLAIN RAMICANS OR ANY SMALL OPEN JARS BUT ENOUGH FOR INDIVIDUALS FOR BREAKFAST.

    I buy all butter jams etc from a wholesaler as individual portions same thing with soaps shampoo etc...and like I’ve a lot of you I’m a tea drinker.I offer breakfast tea and herb teas, coffee I offer either instant like Joey or nesspresso pods that are single use only, even peanut butter is sold in single wrapped packs.If you have monogrammed bathrobes, do the same as hotels offer them for sale to be added to the bill.

     

     

     

     

     

  • Avatar
    Zoinks

    SaKats  Good olive oil can be really expensive! I don't want to sound snobbish but most people cannot distinguish between a chemically extracted olive oil (or sometimes just a plain rapeseed oil with some colour and flavour) and a cold pressed extra virgin of good quality. So don't waste your money on such things. And how do they steal the oil? Is it left in the room?

  • Avatar
    Zoinks

    Katerinka12  I have a bed and breakfast and I see that no one else in my country has stars. What type of accommodation do you have which has stars?

  • Skats,
    There is a reason why hotels give small portioned everything.
    When you portion things, you don't get stolen on bulk, because it's impossible.
    Find a company that provides small portioned things and put those for guests.
    And as mentioned above, you can portion certain things yourself in small ramekins, so they cannot take them with themselves if they want to, because that is not suitable to pack.

    Again and again, think preventively.

    I don't have people stealing stuff because I make it hard for them. Simple as that.

    Cheers,
    Zsolt - www.thuild.com

  • Avatar
    monet208

    When our brilliant Review score goes down dur to a poor score from a guest who tells lies and Booking.com refuses to remove it despite our proving to them the guest has lied.

    That's when our bookings dip for a little while

    Its takes us months to get our review score back up into the high 9's

    BUTS WHATS NEW - WE ALL KNOW BOOKING.COM WILL NOT REMOVE LIES IN A REVIEW EVEN IF YOU PROVE THE GUEST HAS LIED

    Booking.com know what is wrong with the review system including anonoymous reviews,partners not being allowed to reply and lies from guests remaining

    SADLY THE CEO ,MD and SENIOR MANAGEMENT DO NOT GIVE A DAMM ABOUT US !

    ( sorry about the strong language but others comments back me up 100% )

  • Avatar
    Keba Wilson

    I have same problem
    An B.D.C not take down the review she lied I write them that this lady..is not tell the truth all because
    U don't let they have there own..the hook up a bad review..

  • Avatar
    Zoinks

    Since the issue of unfairly bad reviews is a recurrent theme in most posts, I would suggest to hosts to google booking.com + reviews and see what guests say about the review system! 

  • Avatar
    Zoinks

    Zsolt there is another reason why hotels portion all sort of things. In my case I do not portion toiletries like shower gel, shampoo etc., I give guests good brands in normal sized bottles. I always wondered whether I'll ever get a complaint from some nit picker that it is not hygienic, or something. As regards instant coffee, sugar and creamer in rooms: Imagine if I had to supply (the much more economical) jar of Nescafe? Would anyone want to use it after somebody else has dipped a wet spoon in it? 

  • Avatar
    Zoinks

    Leandri Klopper  I am not easily taken aback, but I was when you said you have guards at the gate who perform spot checks. Do you mean that they open guest suitcases?! I've heard from many people that in South Africa security is very tight in some places But can I be honest with you? I'd be offended if I stayed at a hotel and just as I was leaving my bag was checked. 

  • Avatar
    Katerinka12

    Well, in India when you check into the 5 star hotel, they scrutinise all of your things. And when you go to the the mall, the female should go the special area where she will be touched by security guards (females) to check if she carries anything illegal. That's how they take care of security.

  • Avatar
    Katerinka12

    As for Zsolt comment, it's brilliant. Nothing to add.

  • Avatar
    fluff

    Theft is always a problem. We already use the small portioned toiletries, ancillary breakfast items and tea/coffee supplies.
    We have also found it necessary to carefully check the rooms of checkouts before the guest leaves, for theft and breakage. Low season has been especially bad with us having to charge guests for the above, as per our policies displayed prominently at reception. The guest's check in form also includes a clause, standing out next to the signature box, agreeing to said policies.
    It's a shame that we have found it necessary to protect our business this way, especially as short stays are the worst offenders so without it we would make a loss on such stays that offend.

  • Avatar
    Leandri Klopper

    Hey all,

    Joey , totally understandable. We're used to it and it's good that you pointed that out from an international point of view. Some of our international guests might not be too happy if they get stopped and spot checked. 

    However, it's not as Thorough as Katerinka12 's explained they do in India. The guards will ask the guest to pop the trunk, take a gander (not opening any suitcases etc) and only if they see something suspicious will they ask the guest to pull over to the side for a proper search (which very rarely happens). 

  • Feels like airport security to me :)

    Anyway, best is to be able to charge guests for what they do, so you don't have to put them through all the shaming (even if they sometimes don't think that it might go that far).

    Cheers,

    Zsolt - www.thuild.com

  • Avatar
    M Adamopoulou

    Oh my god it seems very tight indeed. Even airports don’t have such strict measures. I never have faced check control in any hotel I have visited around the world. I’m really surprised that this happens in South Africa.

  • Avatar
    Katerinka12

    South Africa has a long history of discrimination and racial conflicts. I am not surprised at all they have tight security. It's for the guest benefit anyway.

    After terrorists attacks in any country any good hotel (5 stars) starts implementing very strict measures. Just recently I stayed in Istanbul and the security was also very tight.

  • Avatar
    Leandri Klopper

    Hi All,

    Haha yes, this has sparked quite a reaction. Funny enough I think our security meassures are super mild. Probably because I'm used to much worse.

    Before you can go into the sportpark (like Loftus) to watch rugby, you literally get frisked and all your possessions are packed out before they allow you to go through Heavily guarded (and very heavy) security gates. 

    Our resorts aren't that bad. 

     

  • Avatar
    M Adamopoulou

    Yes Leandri you sparked me in the beginning but as Katerinka12 mentioned terrorists are all over the world. It’s very natural that Hotels have implemented so strict measures.

  • Avatar
    Auther1988

    try to control ur promotion depend on ur area and target customer base

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