How to identify your happiest guests

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5 commenti

  • Avatar
    Leandri Klopper

    Hi there Adam Williams ,

    I must say, I thoroughly enjoyed reading your post! You have a way with words, thank you for sharing!

    I've heard many many horror stories about and "the hammer" that they enjoy putting down every now and then. Personally I have corrected several Invoicing mistakes made by by begrudgingly pressing that "Dispute" button (and don't think the thought of  just leaving it and paying the incorrectly charged commission with money I will need to earn out on the street didn't cross my mind...) because then I receive a Snotty "It's hammer time" email telling me that they will assist me this time but I must get my stuff in order. 

    When it comes to their rules, they enjoy sending those emails. I wouldn't be surprised if they probably have a recruitment company who specifically looks for people who like searching for things to put the hammer to (I'm now stuck on this metaphor...) so that can hire them. And those people are the ones who finds something like this and instead of investigating, SLAMS it down with an Email made from fire and brimstone!

    The moral is, don't lose your account manager.... Because he/she becomes your shield. 

    ... I'm gonna stop now before I write an Epic film taking place in the Gladiator arenas with characters and props who's names sound vaguely like 

    Thanks for the share and best of luck! Let us know what happens. 

  • Avatar
    Adam Williams

    Thank you!  Yes I completely agree - without an account manager it's hopeless getting any decent level of customer service sadly.

    The irony is that last year, we had a bad review from someone who was annoyed because their bike got stolen near our property (down the street... because they left it unlocked in a busy city centre).  Obviously your bike going missing is grounds to criticise the cleanliness and comfort of a nearby building, so we got 2.5/10 across the board.

    But of course in that instance, refused to remove it, despite it being blatently defamatory.

    Ah well, time to check some invoices - thanks for the reminder!

  • Avatar

    Hi Adam,

    Your problem is that reviews are coming from the same IP address and gadget (every gadget has MAC address, it's unique). In addition to that your browser is identified. That's why it became suspicious for the system, which gave alarm to the Booking staff.

    Also, loyal guests usually pay directly to the host. Another alarm for Booking.

    What's important now is that your listing will not get closed. Write a meaningful message to Booking. Attach screenshots with your conversation with the guest. Ask Booking to contact her directly (with her permission).

  • Avatar

    This was an automated message. It's a tool to "scare" or basicly to prevent wrongdoings.
    Those were created because obvious some users/hosts were and still are exploting the system.

    Last year I received:

    Dear Partner,
    Our systems automatically detect unusual activity and in some cases prompt us to investigate further. We are reaching out to you as we have recently detected a high amount of reservations where commission payment was avoided.
    We strive to provide a consistently excellent level of service to our shared guests and therefore rely on you to accurately inform us of the status of all reservations that we bring to you. We strongly advise you to take the necessary steps. If applicable, please raise awareness among your staff and inform them about the possible implications.
    This letter serves as a final warning. We will continue to closely monitor all reservation-related activity at your property. If further unwanted behavior is detected, your listing on may be closed.

    Partner Behavior Team"

    Take into consideration that this is a huge company with huge amount of hosts + users and it's difficult to treat each case individualy in such a big scale. I mean I was frsutrated with BDC too, but after ten years working with them and other OTA's you are able to see a bigger picture. Not just looking from our point of view.
    The same goes for the review "issues".

  • Avatar
    Adam Williams

    @Katerinka12:  Same IP address - Yes, she could have quite easily left a review or even just logged on to the app using the WiFi at one of our apartments, which obviously myself or any staff have also accessed many times.

    Same MAC address - not a chance, since we have never had access to any of her devices. Again, maybe the router's MAC but only for the reason above.

    Cookies in browser etc - also not a chance, not knowing this person's login details nor having any reason to.

    Unfortunately I've provided the info you suggested to many times now and they refuse to even respond, let alone followup.  I have given up trying to reason with them now :)

    @pibomarco:  I do understand that they're a massive company and don't expect them to treat EVERY case individually.  However, if it has, in their eyes, reached the stage of account closure then yes, I would expect the courtesy of a response, even having worked with them for several years myself now.

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