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70 commenti

  • Commento ufficiale
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    Brooke

    Want to avoid overbookings? Check out this section in our help center to find out what to do if you get one. 

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    rebecca

    mark no show online and process the payment owed to you through their credit card

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    Leandri Klopper

    Hi there,

    Rebecca is right, you will need to mark the person as a no-show within 48 hours. 

    Here is a link to the Knowledge base for your perusal:

    https://partnerhelp.booking.com/hc/en-us/articles/213302445-Can-I-cancel-a-reservation-

    There is a very detailed descrirption of No-Show rules and regulations in your contract as well. Otherwise, you can always give your Account Manager a call for some more information.

    Best of luck!

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    Phleblanc

    Hi, I had also  no show two consecutive time. i'm asking me who is going to pay and how much? I could have other bookings for those dates. Now i'v missed opportunities.

    PH

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    Geecee8885

    3 different guests /bookings for 3 consecutive times didnt arrived wat to do? Can i charge them ..can i ask advance payment uhhggg pls call me

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    Leandri Klopper

    Hey guys, 

    Avoiding No-shows is difficult. Amongst all the posts in the forum regarding this there is one concensus:

    1. Change your Payment policy so that you don't accept a booking without a card loaded at the time of booking. 
    2. Change your Payment policy to include a Prepayment of the full amount at any time. 

    This way, the moment you get a booking, you process the card and the payment is done. So even if the guests don't show up... you have your payment. Should the card decline, the client has a while to update the card details, and if they don't meet the deadline, you simply cancel the booking and reopen the room. 

    That's the only surefire way to avoid no-show-with-no-payment. 

    Keep in mind, this tactic might cost you bookings. I reinterate again: I'd rather have less bookings but they are mostly legit, than have thousands of bookings and you're not sure many of them are going to pitch up. 

    Hope this helps

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    Francescasmith2

    As I have only one room of B&B it is not worth the additional cost of taking card payments (plus 15% to Booking.com).

    I know Booking.com now offer a service, for which they do not charge, to take payment for bookings on our behalf.  Has anyone used this yet?  If so, how did you find it?  Did you receive payment immediately?  Hopefully, it unearths any bogus or selfish guests who decide to be a "No Show".

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    Leandri Klopper

    Hi there,

    Ah yes you see, your situation is a bit different then. 

    I have not used it no, but there is a lot of feedback regarding using Payment by Booking.com scattered accross the forum. It seems like a great idea to me, you sit back and just ensure the rooms are opened and closed and the rates are correct while they collect the money. They did have a slight snafu last month where the partners only got paid about 8 days after they were supposed to. 

    Much like we have to pay commission every month, Booking.com will pay you every month. Here is a very in depth look at it: Payments by Booking.com: Bank Transfer

    I hope so! Best of luck. 

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    Marniedavis25

    This shouldn't be our responsibility! All the other sites manage the credit cards and payments themselves. This is the only site I have used where I am responsible to get payments. I prefer the other sites much more and will be removing my listing if they don't change their policy.

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    Reception

    It's a tricky situation but our policy is plain and simple.

    We charge the guest's credit card in full 30 days out from arrival. If they don't show up (although it's never happened to us) we would mark it as a no-show and keep the payment. If the payment doesn't go through at the time of charging it against the guest's credit card we will notify Booking.com and cancel the reservation if the guests doesn't update the card.

    To put it simply:

    In this business you get one bite of the cherry! If the guests expects us to guarantee a room for them they have to guarantee payment and that they will turn up. Unsold inventory costs money and if you're holding a room for someone who may not show up it's better to ditch them in the hope that a more serious customer will show.

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    Marniedavis25

    Again not our job. All the sites do this work for us.all I do is wait for the email saying all the money has been sent to my bank. Super easy. Booking.com a whole lot of work then I pay you $80 for $500 in sales.

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    Glennroy111

    I have 5 condos in FL, USA.  Booking.com does not let me see the Credit card information until 30 days prior to check-in....that's NO GOOD.  I need a deposit to book and final payment 60 days prior to check-in.  That was the way it used to be...now they changed it.  HELP....WHY.  I cannot live with the 30 day rule.  HELP me.  I call them and NO help (their back-ground noise is Terrible!!! with their service folks).  What should I do.

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    Marniedavis25

    I prefer VRBO, Air B&B and Homeaway. Have you tried these sites. They handle all the credit card info etc.

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    Glennroy111

    Yes, I belong to all of these.  HA/VRBO do about 80% of my business.  Last couple of years have really done a LOT of things to aggravate the owners/managers, as you probably know.  They seem to kind of settled down for a least now.

    I really like the assess to the renters CC info !!  that booking.com does. I use a CC processing company.  That way, if there was any guest damage to property, I could charge them without a damage deposit (It never happen if over 1000 bookings with all the companies).   But, now I have two problems.

    First, there new rule is I can't access the CC infor until 30 days prior to check-in...unacceptable

    Second, Folks don't know that I can charge their CC at any time after booking (that's the way it used to be until a month or so ago).  So, would have 80% bad CC and therefor cancellation!!  UGH!

    I really think Booking.com is NOT set up for USA condo business...it's a HOTEL reservation portal?  They can't even call it a condo.  Think of the tens of thousands of condos they are missing out on in the USA.  The could be soo much better.

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    Benita Cyster

    i would also prefer that Booking.com take the payments up front and their system verify the clienst credit card as  valid.   With us this is the site with the most cancellations and or no-shows.   we have the option of the 18% commission paid to them thus credit cards verified ( we had a few that were invalid as part of no-shows) would be part and parcel of this service.   I must applaud booking.com as well when you do have a complaint they have assisted very well but the issue of a no-show has left me losing reservations many a time.  we changed from adding credit card details to no credit card details to increase the reservation, but although it increased - it led to more cancellations some on the day of arrival -  thus no income too,  thus will follow advice given and rather add it to the policy again that they need to declare cc details or no reservation.  thanks appreciate advise 

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    Glennroy111

    Just to clarify, I don't like their customer support, as there is a great deal of back-ground noise (other folks talking to customers) and I seldom understand what they are saying.  Must admit, however, i'm hearing impaired and wearing hearing aids!  Bottom line, don't have CC access until 30 days prior to check-in and toooooo many cancels when I did have access and I tried to charge them the initial booking fee.  Hope it gets better. 

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    Hetchz

    Hello.. I don't have no credit card option (only payment in cash) and had the same issue for no show bookings which were missed opportunities (during peak periods) is the a way to avoid that? Thanks

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    Glennroy111

    Booking.com don't care about your collection process...they want THEIR MONEY no matter what!

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    Ssykes1774

    As a somewhat new user to Booking.com I am a little confused.  I have only been using Booking.com for about 2 months and have had about 5 reservations.   Booking.com collects the payment and then sends me the money 3 days after the guest checks in.  This is just what happened when I set my account up.  I am charged a 15% commission on my bookings but it sounds like others are as well and they aren't collecting their payment.   

    My one problem is that they will not collect a damage deposit and if I want one then I have to do that on my own.

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    Apartments

    I have made a policy on b.com that to make reservation you need to give your credit card details. I can charge 10% non refundable deposit or whole amount on the day of booking, depends whether it is standard or non-refundable reservation. In case of no show I keep it. Unless the Guest informs me about not coming then I usually keep deposit or charge 2-3 nights.

    You can also ask b.com about online payments, Guests pays whole amount while making the reservation and you are given the card details to charge. The other way is bank transfers. The Guests pays whole amount to b.com and they transfer it to your account less the commission. 

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    Malapascuabudgetinn

    During peak season, you have to contact them a day before then the morning before their check in if they are coming or not. To make sure if they will show up. If not open it to potential walk in clients and open it in your booking system for others to book.

    At the moment during low season I am not so strict in terms of payment options. Yes it’s true if clients will be charged via credit card there is additional 4-5% charge other than 15% commission from booking. What I do for this is they should pay cash upon check in. I just told them the credit card system has been damaged and so far they pay. And if client will have a no show charge their credit card. It’s a win win situation for you and booking.

    Yes there is a big issue with no shows but despite that I would still stick with booking as my marketing partners as they have given 80% of our clients are coming from them. Other otas represents 20% in terms of booked clients from them. It’s worth taking the risk 😉

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    Leandri Klopper

    Hi Glennroy111 ,

    Omw I know, it's very stressful to wait for that card to become available. 

    I spoke to a guest the other day as my Payment Schedule was sent to them to advise them that we will be taking payment from the card. The guest phoned me in complete stress because the amount was already deducted... So, according to the guest the money is taken off that card immediately and is kept there until 30 days prior to check in. This makes me feel better considering it's a Definite sale. The money is just being kept warm for a while. 

    Am I silly for assuming this is how it works because of a few guests telling me their cards have already been charged?

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    Glennroy111

    I haven't checked with Booking for awhile.  I don't know what options are available since I first commented to me on CC charging/viewing prior to check-in or after booking the guest.  When I do follow-up with them, I hope my options are available to me that I will start using them again.  (I increased all rates to over $ 1,000/night so I wouldn't get any booking request).

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    Juancsandoval

    I have the same problem with no show ups.When I am going to charge them for not showing up, I need the physic credit card, I have  tried to charge the night with no card, only with the information Booking gives me and it  reject the payment at least in my dataphone.I do not see other way.Any ideas, thanks

     

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    Malapascuabudgetinn

    Hi Juancsandoval, one method I used is message the clients who made a no show in their booking. Asking them favor to send money via my paypal account or my personal bank account coz what they booked is good as sold for them. We lose business in the process. As long as properly explained and professionally done, some would consider paying you but not all. At least i have tried this method which also works for me.

    I hope this helps. Thank you

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    Juancsandoval

    Thanks, it is a good idea, I have used it when client leave without paying and contact them requesting the payment and they have paid and I can do the same as you advised me for not showing up, gracias, let's see if it works.Best regards,jc

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    Leandri Klopper

    Hi Juancsandoval ,

    It's the age old hand-in-hand conversation that you are going into here. 

    You can't have a discussion about no-shows without also going into getting a POS terminal that allows you to process cards without the physical card. 

    Asking the guest to pay is a hit and miss, and none of us can run a business on that principal.

    (Although I'm glad it works for you Malapascuabudgetinn ! I've checked out your property and according to all the reviews, it seems that you as a host is very charming. So maybe you can charm the legs of a donkey so I'm sure that that method works for you but not everyone has that skill.)

    Getting back to my point - Set up your prepayment policy and swipe. No-show, Stayed whatever you get you will be covered.

    Best of luck!

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    Maryguide

    Does Booking get involved with No-Shows by sending the guest an email telling them they owe for that night or what ever they agreed to?  

    I'm also wondering if Booking knows a guest was a No-Show at my property and we got stiffed does Booking now allow the guest to continue making similar reservation at other properties or is their account flagged or frozen until they live up to the agreement they made?

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    Juancsandoval

    Thanks Leandri Klopper your comment has helped me to change my settings, I know it is going to work.Also I have been speaking to my bank owner of the POS to change to a terminal that I can charge without the physic card.I submitted the paperwrok and I lookf forward to hear from them.

    Maryguide has a point, Booking should help us by flag them and let other properties know that the guest has failed to show up.

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    Leandri Klopper

    Hey all,

    My pleasure Juancsandoval , I'm hoping this will work for you and that the bank will be super fast to get back to you. Scattered all over the forum everyone agrees that this is the best way and I've found that it works. 

    Maryguide , Booking.com does not help you to get the money back no. I'm also wondering if the guest maybe gets an automatic email that advises them that they have been marked as a no show but I'm not sure. Maybe another partner will know? Secondly, they do allow guests to book again but just like we have certain programmes that we need to be eligible for based on our performance, guests also have that. So if they are marked as a no show, then it will pull through to their file (logically speaking) and if they do it enough at some point questions will be asked. I know that it takes a LOT for a guest to be blocked from making bookings on Booking.com and no-showing aint one of em. 

     

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