single occupancy confusion

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  • Avatar
    Vesna

    Hi Roger, I have an apartment that fits 6 persons and my prices are set up like yours. I have just now searched for two people and you are right it does show 5 different prices since it is showing for 2, for 3, for 4 etc. 

    I never had guests confused with this and there has been over 200 guests in last three years so this problem you have is really interesting. 

    Once I had a group that booked for 5 and called me to tell me they wanted one more apartment for 4 but while they finished booking the first they missed the other one. I explained them there are no 2 apartments and I found them accommodation at my neighbor :)

    I can assume B.com will not make exception for this since there can be many people that are searching and do not even put in occupancy (and by default it is 2 persons) but if I were you I would give them a call and check if it is set up correctly. 

  • Avatar
    Janice Seaton

    I JUST LISTED YESTERDAY AND ALREADY I HAVE BLOCKED MY SPACE UNTIL I FIGURE OUT WHAT WHO HAS BOOKED WHAT ROOM AND FOR WHAT . I FEEL THIS IS THE BOOKING .cOM PROBLEM AS I WAS FLOODED WITH THE CHEAPEST ROOM WHICH IS VERY INFERIOR TO THE OTHER ROOMS I LISTED . VERY INFERIOR AND MAINLY PPLACED IT OON SIT TO PERHAPS GETA LONGER TERM RETIRED TOURIST WHO WISHES TO SAY ATA CHEAPER RATE BUT FOR SAYA MONTH. IT IS NOT A ROOM TO BOOK EXCEPT FOR SUCH A PERSON. 

  • Avatar
    Sonstbbs

    I too have this issue....I list one of my rooms as a Small Double for a few pounds less than the normal nightly rate and as a Large Single for a few pounds more than our standard single rate.

    I send a welcome text out the day before arrival as standard and two of the three replied with a 'We will be arriving......' and I thought...they've just pressed the cheapest option. I mentioned their booking was only for a single and they apologised and paid the double room rate...the other literally threw the money at me on arrival and left with his wife straight away.

    It puts me in an awkward position to do this and not easily remedied.....People just don't read the information in front of them and in the summer I just don't have time to correspond with bookers to double check....

  • Dear Roger,

    There is a reason why booking confirmations are being sent to the guests. If they fail to read it, you should not worry about them being blind or inattentive when it comes to making their bookings.

    Your weapon is always a booking confirmation, which you and them also need to respect.

     

    I only had this happen once. Usually I re-confirm everything important about their stay over the phone. If something is not right, they can modify it (under cancellation policy), but if they fail to do so, they will be charged extra.

     

    Hope this clarifies it more for you. 

    Best wishes,

    Zsolt - Thuild  

  • Avatar
    roger weston

    Interesting to know I am not alone and I have amended my booking reply in light of your comments

    thanks roger

  • Avatar
    Info

    Hi All,

    We regularly experience this issue at our guesthouse.

    It does simply boil down to the guests not checking what they are booking but I do also think the search facility on Booking.com could and should be improved to reduce the misunderstanding that occurs in these instances and others such as non-refundable rates etc

    Perhaps a change to the way the number of guests is shown when listing the room types and rates so its clearer to the guest what they are booking. We all know that guests don't read the terms and conditions etc, so surely booking.com need to spell out the obvious from the outset.

    There is nothing worse than the guests first impression of our guesthouse being a negative one because no matter how much we do to ensure they have a pleasant stay, all they will remember is that they had to pay more money on arrival. 

    First impressions really do count.

    Come on Booking.com - what can you do to improve your search facility?

  • Avatar
    Info

    This is an all too regular problem for me too. I seem to waste a lot of time trying to explain it to confused customers, many of whom are rather aggrieved. I sometimes have to discount the room further to sweeten them up. Booking.com really should sort out this. When people search for 2 people, they should not be given the single occupancy rate as people will naturally go for the cheapest price. I must say this is the only channel that I get this problem through. Please Booking.com sort it!

  • Avatar
    Tessa

    I just had the same issue....and the guest insist to pay the lesser amount. She is negative about us now and I would rather wish she cancel than having to endure the mental stress this issue is going to cause on both sides! Could booking .com change the booking procedures in order to avoid this confusion? Please

  • Avatar
    Info

    Yep, it's happened yet again. A late arrival and I don't now have the time to go through all the hassle of ringing Booking.com and trying to get it changed. It's costing me money and causing grief to guests. I always send a detailed confirmation email as soon as the guest books highlighting the fact it is booked as single occupancy and NOBODY notices it. As far as they are concerned, they searched for 2 people and that's what they booked. There is no excuse booking.com for not fixing this.

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