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

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  • Avatar
    Leandri Klopper

    Hi Joey ,

    lol well done. Yeh, we literally have ATM's on some of our resorts and the clients still refuse sometimes. But then it's very easy, if you refuse to pay then we refuse that you stay. 

    I would like to throw my towel-opion in here. All of our resorts have branded towels. At the security gate the guards sometimes do spot checks, and it will be very clear to see if the guest took one of our towels. Yes, sometimes the one car that the guards didn't check will have taken a towel but you buy it in bulk. So then it's not that expense. (Keep in mind, I'm talking from the point of view of large resorts). 

    Keep well!

  • Not sure how much your towels cost, but I never had a single one stolen before. Hope to keep it like this.

    Actually, we only had a USB charger stolen once, that's all in the almost 2 years since we function.

    Guests left more here than the value of that USB charger :)

    My towels are of a premium quality and I got them really cheap because I also bought them bulk and directly from the source, so a big 140x70 cm towel cost us $6. 

    However, I do provide the guests with 25 toiletries and accessories (mostly accessories). So they have about everything they would need. Only twice it happened that someone took all of it. These are all included in the price so it seems that my guests don't like taking things.

    Cheers,

    Zsolt - www.thuild.com

  • 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
    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
    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
    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?

  • 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
    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

  • Avatar
    M Adamopoulou

    Sakats you have a point about pictures. I have a picture of a little lamb and my guest are very anxious to have a look as soon as they arrive!!!

  • Avatar
    M Adamopoulou

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

  • Avatar
    M Adamopoulou

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

  • 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.

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