Prijava neprimjerenog ponašanja gosta
Problemi s neprimjerenim ponašanjem gostiju rijetko se događaju, no ako imate neugodno iskustvo s gostom, možete to vrlo jednostavno prijaviti u ekstranetu ili Pulse aplikaciji. Imajte na umu da biste prijavu trebali poslati samo ako se neprimjereno ponašanje gosta podudara s jednom od sedam vrsta neprimjerenog ponašanja koje su navedene u alatu za prijavu. Prijave je moguće podnijeti bilo kada od trenutka prijave do sedam dana nakon odjave.
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Prijava neprimjerenog ponašanja gosta u ekstranetu
Pratite sljedeće korake kako biste prijavili gosta u ekstranetu:
- Prijavite se u ekstranet
- Kliknite na Rezervacije
- Odaberite gosta za kojeg želite podnijeti prijavu klikom na njegovo ime ili broj rezervacije.
- Kliknite na Prijavi neprimjereno ponašanje gosta
- Odaberite odgovarajuću vrstu neprimjerenog ponašanja i ostavite kratak komentar pod stavkom Detalji
- Označite kućicu i odaberite želite li onemogućiti gostu da ubuduće rezervira vaš smještajni objekt
- Kliknite na Pošalji prijavu
Prijava neprimjerenog ponašanja gosta u Pulse aplikaciji
Pratite sljedeće korake kako biste blokirali gosta koristeći Pulse aplikaciju:
- Prijavite se u Pulse aplikaciju na svom mobilnom uređaju
- Dodirnite Rezervacije
- Odaberite datume na koje je gost boravio u vašem objektu, a zatim dodirnite ime gosta
- Dodirnite Prijavi neprimjereno ponašanje gosta
- Odaberite odgovarajuću vrstu neprimjerenog ponašanja i ostavite kratak komentar pod stavkom Detalji
- Označite kućicu i odaberite želite li onemogućiti gostu da ubuduće rezervira vaš smještajni objekt
- Dodirnite Pošalji prijavu
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.
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Vaši prvi koraci na Booking-com-u
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- Kreiranje kućnog reda
- Postavljanje vremena prijave i odjave
- Prijava neprimjerenog ponašanja gosta
- Ograničenja za nove partnere: kreditne kartice i plaćanja unaprijed
- Postavljanje opcije preuzimanja ključeva
- Kako postaviti pravila i načine plaćanja prije primanja rezervacija?
- Pregled informacija o rezervacijama u vašem smještajnom objektu
- Upravljanje rezervacijama gostiju
- Dijeljenje informacija o prijavi s gostima