When you get cancellation from Booking.com, you should check the booking on extranet to see if the commission is ZERO or more than ZERO. If the booking is not cancellable or if there is a cancellation penalty that can be applied to guest, the commission is usually as per the entire booking amount. In such a case you need to mark the card as invalid.
You should have your hotel properly marked on Google Maps, Open Street Maps and HERE.com. You should get your correct GPS co-ordinates from a site called https://getlatlong.net/. When you drag the pointer to your location, it will show you your correct Co-ordinates below. You can copy them and share with your guest. So you can send your guest map location on Google and also give them GPS Co-ordinates. Plus you can give them the directions as clear as possible. In my directions, I bring them to a particular well know landmark and from there I give them clear instructions on how to find us. EG: Come of the station gate no2, then walk straight for 20 meters. Then from the TPoint turn right. Continue walking straight, you will notice XXX on right after 100 meters, then YYY on left after 200 meters and so on. This wil help anyone come to your property with ease. If you are in some rural area, then you can mention any house, any building etc.
Increase the available resources. They can be more computers, more scanners or printers, if you use technology products that have user based licenses, please add more user licenses for the busy months. Purchase extra tools for house keeping, maintenance etc. It could be as simple as buying extra power cables, extra routers for WiFi, Extra brooms, extra linen, extra toiletries, extra places etc...I hope you get the point. After this is done, increase the staff in the support departments like Backoffice, reception, kitchen, restaurant etc.
During the busy time, human connection is very important. Hire some people to interact with guests so that the guest don't feel neglected. Lastly be ready to offer some freebies if in case there is any customer satisfaction issue due to resource crunch.
When you get cancellation from Booking.com, you should check the booking on extranet to see if the commission is ZERO or more than ZERO. If the booking is not cancellable or if there is a cancellation penalty that can be applied to guest, the commission is usually as per the entire booking amount. In such a case you need to mark the card as invalid.
You should have your hotel properly marked on Google Maps, Open Street Maps and HERE.com. You should get your correct GPS co-ordinates from a site called https://getlatlong.net/. When you drag the pointer to your location, it will show you your correct Co-ordinates below. You can copy them and share with your guest. So you can send your guest map location on Google and also give them GPS Co-ordinates. Plus you can give them the directions as clear as possible. In my directions, I bring them to a particular well know landmark and from there I give them clear instructions on how to find us. EG: Come of the station gate no2, then walk straight for 20 meters. Then from the TPoint turn right. Continue walking straight, you will notice XXX on right after 100 meters, then YYY on left after 200 meters and so on. This wil help anyone come to your property with ease. If you are in some rural area, then you can mention any house, any building etc.
To handle peak season:
Increase the available resources. They can be more computers, more scanners or printers, if you use technology products that have user based licenses, please add more user licenses for the busy months. Purchase extra tools for house keeping, maintenance etc. It could be as simple as buying extra power cables, extra routers for WiFi, Extra brooms, extra linen, extra toiletries, extra places etc...I hope you get the point. After this is done, increase the staff in the support departments like Backoffice, reception, kitchen, restaurant etc.
During the busy time, human connection is very important. Hire some people to interact with guests so that the guest don't feel neglected. Lastly be ready to offer some freebies if in case there is any customer satisfaction issue due to resource crunch.