Booking review

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Atreo's picture
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04/03/2011

Hello,

I am curious to know your opinion about something that happened with an american guest. She stayed at my B&B for one week and at the moment of her departure she said she should pay only 110 euro per night instead of the 120 euro that I asked. I told her that that was the rate she agreed with Booking.com at the moment of her reservation and that probably was high due also to the high commission of Booking.com. She seemed to accept what I said and she paid without any other comment.
Today I red her review on Booking.com where she gave me a high vote ( 9.6 ) but also a negative comment :

“Upon check out. I quoted the 110E price I had from booking.com. The host informed me that the cost was 120E a night because he had to pay the booking fee. I thought this was misleading at beast and not good business practice. I didn't feel in a position to argue but left the B&B with the thought I had been "taken". This was a $13 a day hike resulting in nearly a $100 charge.”

Of course I have the copy of her reservation with Booking.com with the price of 120 euro.

What should I do now ?

 

Francesco

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Al Porto di Lucca B&B

www.alportodilucca.com

 

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11/27/2010

Down here in France, no way to post answer to reviews. Only have to wait 14 months for the review to be hidden. Bad for us.

Our price parity agreement in the contract is clearly defined and fenced but there is ample way to turn around it. Change cancellation conditions, exclude breakfast in bdc, membership...

I would strongly advise that you have higher prices on Bdc. Bdc have flourished in Europe thanks in major part to the rate parity. It is very important to let visitors know that Bdc have a cost and that they pay for it. The more the owners do it (and talk about it to guests), the more it undermines Bdc's progress.

Hotels in France have started a fight against this parity (700+ hotels have joined in just 3 month). Guests who join Fairbooking.com, will have free upgrade, breakfast or 5 to 10% discount.

A recent main channel TV investigation show have tried to show the cost of Bdc to consumers and to the country (no VAT of profit tax paid in France), the lies of the "recommended" sorting, the hotel name in adwords, ... and embarrassed the CEO with some nice (!) questions.

See my point in the comments (Tom) at http://bit.ly/13EvxKO

Banks here start to cut down the value of the goodwill of a hotel when most guests do not "belong" to them. When you retire, what if 80% of the customers belong to Expd or Bdc ? What goodwill will be left ?

Should you consider signing with them, try as much as possible, before signing, to have a written agreement from them not to use your hotel name (& hard work) in adwords and divert your visitors.

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Thomas, Hotel in Cluny, France

 

Madeleine's picture
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09/29/2011

Observation - I can only respond to reviews where the guest has said they want a response. Just looked up the latest one and there is no space or link to write a comment. All the other reviews allowed for me to respond.

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Breakfast Diva's picture
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05/26/2009

Fabulous! I'm so glad she took responsibility and is removing the review. Also, good job following up with her personally. WELL DONE!

Arks's picture
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05/22/2010

yes

Finally! A happy ending! So rare. Too rare. Congratulations. Could not have turned out better.

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10/07/2008

AMAZING!

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Atreo's picture
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04/03/2011

This is her answer to my email. Next time at the first problem I will show the contract/reservation, mine or of Booking.

Thank you for your communication. Clearly the error was on my part. However, let me explain how this might have happened. When I quoted my belief of the room cost as 110E you responded by defending the cost based on the booking.com charges. I clearly thought you were adjusting the cost after the fact. Had we looked at a copy of the original contract at that time I would have seen the problem. Something got lost in the translation. We would not want your lovely B&B to suffer from such a miscommunication.

I have already contacted booking.com and am waiting for a form that will delete the review and allow me to create a positive replacement. Please accept my apology and know that I will continue to follow this until the review is changed.
Again, we loved our stay at Al Porto and wish you and your wife success.

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06/24/2008

So glad you received a nice reply from the guest and now she understands.  The world is so riddled with scams people are suspecting problems. 

Yes, always have the booking.com reservation upon check in.  I would have them sign it at check in confirming the rate etc.  In fact, you should have something for them to sign acknowledging the rate at check in for all your guests and you have a signature in advance if they place an issue with their credit card issuer regarding the charge.

Arks's picture
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05/22/2010

copperhead wrote:

...always have the booking.com reservation upon check in.  I would have them sign it at check in confirming the rate etc.  In fact, you should have something for them to sign acknowledging the rate at check in for all your guests and you have a signature in advance if they place an issue with their credit card issuer regarding the charge.

Another lesson learned!

Highlands John's picture
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04/16/2010

That's good.

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IronGate's picture
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08/09/2008

That's nice to see. Glad it worked out so well for you.

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06/24/2008

Francesco,

The first thing I would try to do is to contact your rep. and see if you can get the review taken down given the fact that they are alluding to you being a scamer/fraud etc. by charging her more.  The fact is that boo king. com can research the reservation connected to that review and see that she was misquoting the agreed price. 

If they refuse to take the review down, then do what you can to make a response to that review on the site.  Be brief.  Be calm and give facts.  I have yet to find a way to respond to reviews on the site and unlike Maddie, I have not received any notices when reviews have been posted - this may be more recent than my last review?!

 

Madeleine's picture
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09/29/2011

I've gotten that email for all my reviews.

Kay Nein's picture
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02/13/2012

I haven't read their fine print, but I actually had a Booking rep tell me that I could put whatever prices I wanted on their site, including raising the rate to cover their fee.  Not saying it's the right thing to do, but he was the one that suggested it.

Highlands John's picture
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K9 wrote:

I haven't read their fine print, but I actually had a Booking rep tell me that I could put whatever prices I wanted on their site, including raising the rate to cover their fee.  Not saying it's the right thing to do, but he was the one that suggested it.

In the UK bdc has banners on their site saying guaranteed lowest price, so they wouldn't allow that.

Madeleine's picture
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K9 wrote:

I haven't read their fine print, but I actually had a Booking rep tell me that I could put whatever prices I wanted on their site, including raising the rate to cover their fee.  Not saying it's the right thing to do, but he was the one that suggested it.

No one ever suggested that to me!

Joey Camb's picture
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04/02/2010

what they have suggested to us to sell the rooms at room only then charge onsite for the breakfast ie sell them separately so as to keep commission down

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K9 wrote:

I haven't read their fine print, but I actually had a Booking rep tell me that I could put whatever prices I wanted on their site, including raising the rate to cover their fee.  Not saying it's the right thing to do, but he was the one that suggested it.

K9 I believe the info in print will specify the rate being the best possible rate.  BUT I have seen hotels charge more than on their own sites, so maybe there are 2 types of contracts? 

My Rep has change 3 times, maybe 4, since I joined them last summer.  Not one has been totally consistent with policies! 

Madeleine's picture
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09/29/2011

You can write a response to the guest on booking explaining the charges are what they agreed to when they made the reservation thru booking. That you cannot change the rate AFTER the fact because the rate booking quoted is what they expect you to be paid.

I don't think I would add the part about the commission but if you are charging more on booking to recoup the commission booking is not going to look kindly on that.

 

Highlands John's picture
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04/16/2010

If her booking say 120 then 120 she should pay!

However my contract says I have to give my lowest price to their guests and I'm not allowed to add things on like commission. If she's quoting 110 cos that's on your website and your charging bdc people 120 because of their commission charges you might be treading dodgy ground.

Joey Camb's picture
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04/02/2010

do you have the boo king com right to reply where you are?

Highlands John's picture
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camberleyhotelharrogate@yahoo.co.uk wrote:

do you have the boo king com right to reply where you are?

I've seen some reviews with replies, but I've never worked out how to do it. Can you ?

Joey Camb's picture
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04/02/2010

you log into your account and press the see recent reviews button - then under each review is a box for your reply - there is a bit of a delay with posting them mind

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camberleyhotelharrogate@yahoo.co.uk wrote:

you log into your account and press the see recent reviews button - then under each review is a box for your reply - there is a bit of a delay with posting them mind

Thanks for telling me where to look.  I did, but no box.  I have sent an email to my rep for assistance.  I have noticed several times that not all properties are set up the same.  This is a downfall to the company. 

Madeleine's picture
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09/29/2011

I get an email from booking saying a guest has opted in to receive a reply from me. There's a link in the email. Maybe this is just a US thing?

Atreo's picture
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04/03/2011

No, unfortunately we can't reply as to Tripadvisor

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