Guests who do not see messages we send through extranet - one explanation

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  • Avatar
    chilly

    im interested in how people with only one /two or three rooms are able to take bookings by credit card? the costs appear to high when i have looked into it? advice welcome please, i currently do all my bookings with B.com taking the payments and then paying me 15th of each month, of course this incurs more commissiom :(

  • Avatar
    Zoinks

    Millie, I know that I'm responding rather late. Your comment about wanting only certain nationalities might go against BDC policies and actually against discrimination laws. Like you, when I started (I've been in the business for 18 years but not as a b n b) as I have only been operating as b and b for a few months. Well, like you I had certain prejudices against people from some countries. But now that I'm meeting many more people (before I only had very long stays) I find that I cannot say anything good or bad about any nationality. It depends so much on the person. I've had my misconceptions turned upside down. It also depends on me. Sometimes I cannot help it. When my check-in time is listed as 10 pm (latest) and they arrive at 3 am it is difficult to smile. 

    And this brings me to my next point - I know of an owner of a guest house in my country who charges extra for late check-ins. What do you think?

  • Avatar
    Zoinks

    Lenadri you wrote: 

    "Ah now I see the problem, yes. That is difficult and I agree that it would be nice to have an alternative contact method for international guests. I also don't phone any international guest because it's so expensive. Hopefully there's enough hype regarding this and a developer will create a platform to make it easier for us. 

    Let me know if you get any tips regarding that please!" 

    It is also expensive for me to call BDC Last time they called ( They are good at getting back) the rep did not realise that the ' local' number which we are supposed to use to call BDC is not for my country but for a nearby country. So I will keep bugging them to include a local number, 

  • Avatar
    Zoinks

    Lisapatrick,  am not sure why people here never seem to use the booking.com payment system. No one has been able to tell me. I have set it at full payment 60 days before stay and full payment if cancelled during those 60 days. I find it really convenient not to have to deal with money myself. Check in can be as short as greeting the guest and showing them the room , though I always try to give them something extra like a tour of the local sights. But I noticed something (hence my post ' kindness does not pay' ). I do not get reviews from the people who get free tours. 

  • Avatar
    Zoinks

    Cheritonlodge  Thank you for asking a question I've been trying to get an answer to. I pay 18% commission to BDC who collect and process all my payments. AFAIK credit card companies in my country take at least 2% commission. So what are the advantages of taking payment yourself? I do not offer meals etc and breakfast is included in the price. 

  • Avatar
    Le Balcon des Jasses

    Hi

    Taking Credit card, Visa/Master, I bought a card reader and I use my Ipad, no problem, I take all creditcard, and the money to direct to my Bank after two days, commision, 1.2%n thats all, to Booking.com we pay 15%, its a good Company, its working, but a bit expensive..

    I will not use Booking.com to collect money for me, to expensive, and my visitor having Dinner, / Vine, Turist tax, I do my self...Freeedom...

    Have a nice day

    Lucy

  • Avatar
    Zoinks

    Thanks, Lucy for your answer. So the difference between what I do and what you do is 1.8%. I seem to remember that yesterday or the day before you had guests who ran away without paying. That cannot happen to me as BDC charge the guests before they arrive. I am just trying to understand whether I should ditch the system I use where guests pay BDC or charge directly. The thing is I am not the best guy when it comes to charging people - I even have difficulties in collecting the security deposit in cash. I think I am good in other things like hospitality, being friendly with guests, flexibility etc as I get good reviews. 

  • Avatar
    Le Balcon des Jasses

    Wrong, sorryJoey.

    The different is : I ONLY take booking with Card informations, CVC code, ONLY

    If I have a booking from Phone, I ask for Card Details, and CVC code, I check if its ok.

    I do not collect this informations.

    If anybody want to run away without pay, I charge on Air. 

    So the problem do NOT exist Joey, and I only Pay 1,2%.

    Continue to do good Joey, thats the way, it take time, but its worth it.

    Good Luck

    Lucy

  • Avatar
    chilly

    Lucy What card machine/card do you use ?

  • Avatar
    Le Balcon des Jasses

    To Joey, Now finish clean and change bedding in 3 double room. I just want to say to you, THE DIFFERENT IS NOT 1,8% its much more.....

    I can sleep, nobody run away without pay me..

    Next Joey, I like to be in Control, I do not want Booking.com to Collect my money..

    Nice day to you

    Lucy

  • Avatar
    Le Balcon des Jasses

    Hi

    I use two, but the best and Cheapest is Izettle.... no problem, always working, but Izettle cannot take payment on Air before July 2018, for this reason I have two, but after July, only one...

    Happy to help if I can

    Now sleep an hour..

    Lucy.

  • Avatar
    Zoinks

    Lucy / Info - I don't know what your problem is. I was positive that you wrote that guests had run away without paying but here you say that it does not happen to you. So I looked it up and here it is: 

     

    https://partnerhelp.booking.com/hc/en-us/community/posts/360002645788-Leaving-without-paying

     

    You are wrong in so many things. Stop boasting about ' your quality'. Some places I know such as hostels charge a fraction of what I charge and get 10 times the guests I get because their gusets are very young people looking for a cheap place. There is no good or bad way - they are different ways of doing things and making money. 

  • Avatar
    Le Balcon des Jasses

    Dear Joey, Im sure you misunderstood / or got me wrong, I do not say Im losing money on my Booking; I have a System I can manage, and I do not take any booking if people don't give Card Details and CVC code....

    I understand different kind of Bed and Breakfast, we sometimes have young people, most with children, but most of my visitor are now retired people who like a nice place to have a weekend or a holiday, good dinner and visit the beautiful Area in L'Lot.

    Thank you for follow up Joey..

    Best regards Lucy

  • Avatar
    Zoinks

    Lucy / Info - Once again I find myself not understanding your contradictory statements. If you are not fully literate in English because it is not your first or second language I suggest you try using the Help forum in a language with which you are comfortable. Secondly: People do not like being patronized so it is really in bad taste to first insult a person then say things like ' hugs and kisses'  or words to that effect. When you get a postgraduate degree in economics please feel free to lecture me on how badly I am running the business. 

     

  • Dear Joey,

    I think you have mistaken the user profiles.

    One one hand, it's their fault for using a very bad username here and on the other hand, for the forum not having a strict option to not allow duplicate names to appear.

    Therefore, there are 2 Info users, the one you have mentioned has 1 post and 1 comment:

    https://partnerhelp.booking.com/hc/en-us/profiles/364499649148-Info

    Whereas, the one commenting here is a different person:

    https://partnerhelp.booking.com/hc/en-gb/profiles/28932752108

    Hope this clarifies one of the issues here.

    Second, everybody has the right to run their show as they please, this forum is for helping each other, therefore I do not see the need for going back and forth with discussion that have nothing to bring to the table.

    Best regards,

    Zsolt - www.thuild.com

  • Avatar
    Zoinks

    Thank you Thuild - and I find no difficulty in apologising for my ' mistake'  which is really an example of the many bugs in the extranet and BDC system, Now why would it allow two users to have the same user name? I can name a dozen other bugs in the system. I am sorry if I sound annoyed but before I joined BDC I worked for 18 years with another company - the service was different and they want me back. There was no user forum. If you had a problem you immediately got connected to an expert and not people with ' opinions'.  I just wanted to downgrade but I find there are even contradictory messages from the staff themselves. Now I find that I have to work harder for less money and instead of screened guests It is just a lottery. 

  • Joey,

    This is the real world of tourism. BDC has a good support team, compared to other companies, who are total garbage, like Agoda, HRS and so on.

    Because of the size of BDC, you can expect a bit of difficulty in getting things solved, however, the ROI is higher than with others.

    Screening guests is your task when you see them at the check-in. If something is off, it probably is and you can refuse to accept them, haven them chat with BDC and you can make your case there and then.

    You can try to leverage the local support team better. That's what I do, I went to BDC events, got their cell phone numbers and whenever there is something urgent, I just call them there. (I used this only once as it was a system issues and it was urgent)

    For issues with bookings, it's not that complicated. However there is a flaw in their system, you can pose as the guest because you have all details they ask for and make modifications to guest bookings without the guest knowing (until they get a notification, which might be too late).But let's keep this a secret, shall we?

    Best regards,

    Zsolt - www.thuild.com

  • Avatar
    Le Balcon des Jasses

    Dear Joey

    Thank you for your answer. Yes you are right, Im not English; Im French, If you misunderstood my point, I sincere apologies.

    But this forum are a good place to know other, and get new idea, how other are doing;

    Great you told me, Wish you a sunny Weekend..

     

    Lucy

    Le Balcon des Jasses, FRANCE

  • Avatar
    Zoinks

    Thank you Zsolt. The company which I worked with was not anything like any of the companies you mentioned. Let's just say that the service did not only include full board. The pay was way higher and the guests had to be screened because they were interviewed and filled in a detailed questionnaire before they were accepted. I am still getting requests from this company to continue working for them  and it was easy to make thousands from a single guest - but bookings were less frequent. The service had to be top notch and company would call the guest regularly and speak t him in private. Apart from that, the guest had to fill in a ' satisfaction report' which was never made public. Only the company and I saw it. Just be aware that there are service industries which many people have never even head about. I decided to go down the b and b road as I thought it would be easier and I did not mind that much If I made less money. 

  • Avatar
    Lisapatrick

    Thank you BDC,

    I called in to discuss the anticipated "no show" and had the most amazing chat to a DBC consultant who was so helpful.  He sorted all my problem out, gave me useful tips and features to add to my listing.  Brilliant service :-) 

    Many thanks,

    Lisa

  • Avatar
    Kathedralhousing

    I totally agree Joey. 

    I would say our percentage of no responders is maybe higher at 70%. This is frustrating as BDC do not advertise us as the "Living museum" experience we are, and we need guests to confirm that they read our welcome message that clarifies everything. 

    The fact they don respond doesn't reflect no - shows. We have none of those, bur we also get paid by BDC so the money is already paid.And we have the strictest cancelation policies in the hope to make guests think before they book. 

    We give a 24 hour grace for responding and free cancelation after that it is the guests problem. We then message via Skype. We are an international tourist destination and often they are already in the country with no local sim card. 

    If we havent heard within 48 hours we call a friend. BDC who gladly takes over and tries to contact the guest. They will then cancel on the guests behalf, freeing us up to have wonderful organised courteous guests replace them. 

  • Avatar
    Zoinks

    Asad Chaudary and do you think whatapp is universal? When you accept guests from south America to Australia they may use different apps For example Russians love Viber. I was woken up this morning with a full house by a call by two guests who wanted me to go for them at 7,30 am at the airport. I had flagged BDC about my various messages and no relplies at all but it was OK for a call at that time asking me to go pick them up. Leandri - you asked why these things keep happening to me: I live in what the Italians call l'umbelico del mondo - the belly button of the world. So your guests are vastly different from people who want to stay in a country where houses are surrounded by electric fences. Living in a good country with centuries of welcoming foreigners has its advantages, but then again... 

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