Chasing payment from cancelled bookings

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11 comments

  • Avatar
    Dee

    Hello,

    I would suggest that you revisit your booking policy, with a view of changing it. Select a policy that allows you to charge a booking deposit - it can be 30 or 50 percent of the total cost of the booking. If the guest cancels, then that amount is the cancellation fee. This policy is shown to the guest before they book. I do understand what you mean.

  • Avatar
    fluff

    @Dee,

    If Snmp has no credit card facility how do they take a deposit? This option is only available to those who have off-line EDC processing.

    @Snmp, you need a credit card facility. If off-line is available to you, make sure you have it.

    @B.C, not everyone can process virtual cards. We need a physical card and a clear message to guests that "non-refundable" means exactly that. (this is my favourite drum that beat regularly!)

  • Avatar
    Dee

    Perfect! I agree. I am restating last paragraph as I feel strongly about it " a clear message to guests that "non-refundable means exactly that". Not only non refundable, but what ever your policy says it is just that. This is business. I missed the point of no credit facility, that is a problem. Persons will make fake bookings for the "fun" of it. Look into getting the credit card machine.

  • Avatar
    Doverhotelbondo

    I get the point "non-refundable means exactly that''

  • Avatar
    Balha1919

    I get people booking just for fun and also to block my availability calendar as they have no commitment or prepaid fees..what a shame

  • Avatar
    Bebana268

    Hello, we have the same problem, this year two long term booking guests have not showed up, they blocked availability, did not show up and we do not have any possibility to charge them, This is not ok!

  • Avatar
    Clem 05

    Hi all, i feel your pain. I changed my greeting to inform the guest that they had 48hrs to contact me by direct email or i will cancel their booking. I also state how they can pay by either direct deposit or through paypal so they can use credit card. I still get a few cancellations but now most are within a week of their booking and not blocking my availability for months. Also a problem is with the way booking.com email your guests telling them that prices have gone down in the area where they booked and giving them other accommodation options. This can cause late cancellations. 

  • Avatar
    Balha1919

    Yes i do agree, booking is not helping the situation at all by doing this , and when guests receives messages of confirmation they don ‘t like it and they think that you putting pressure on them , specially when you ask for paypal or advance they will think it is probably a scam.. only few understands and replies.. this situation has to be sorted

  • Avatar
    Langton House Windsor

    Never a perfect solution - its about dealing with just a few awful people when the rest are wonderful....

  • Avatar
    Azeddine Sadiki

    I'm facing the same issues and contacted  booking.com multiple times offering them multiple solutions but still booking are providing he same answer , "We are working on it""" now there is the on-line payment hope anyone already experience it nad could share any experience!!!!

    Also I agree with many pots here, what is about customer experience? does booking cares about it if we keep asking he guest to proceed with deposit payment or prepayment? we are now in a world of digitalisation however we are all facing the same issues as booking is not helping at all......

  • Avatar
    Daleddouglas

    I have a guaranteed reservation on a nonrefundable rate that shows booked for the night in question in availability, however, in extranet it doesn't show either a reservation or a cancellation.are in effect.  Is this because the room is subject to our cancellation and no show penalty?  I've been here all day waiting for the guests arrive and will be here the balance of the evening.  I sent them an email with directions and my email address.

     

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