• Hello, if you cannot log in, please use the Contact Us in the lower right hand corner of the page for assistance.

Booking review

INNspiring.com | Innkeeper Forum & Innkeeping Resources

Help Support INNspiring.com | Innkeeper Forum & Innkeeping Resources:

Atreo

Member
Joined
Apr 3, 2011
Messages
15
Reaction score
0
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
 

Joey Camb

Well-known member
Joined
Apr 2, 2010
Messages
4,793
Reaction score
0
do you have the boo king com right to reply where you are?
 

Highlands John

Well-known member
Joined
Apr 16, 2010
Messages
2,067
Reaction score
0
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.
 

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
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.
 

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
do you have the boo king com right to reply where you are?.
camberleyhotelharrogate@yahoo.co.uk said:
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 ?
.
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?
 

Kay Nein

Well-known member
Joined
Feb 13, 2012
Messages
830
Reaction score
0
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.
 

Copperhead

Well-known member
Joined
Jun 24, 2008
Messages
5,969
Reaction score
0
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 said:
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!
 

Copperhead

Well-known member
Joined
Jun 24, 2008
Messages
5,969
Reaction score
0
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

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
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 said:
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!
 

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
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?!.
I've gotten that email for all my reviews.
 

Atreo

Member
Joined
Apr 3, 2011
Messages
15
Reaction score
0
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.
 

IronGate

Well-known member
Joined
Aug 9, 2008
Messages
476
Reaction score
0
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..
That's nice to see. Glad it worked out so well for you.
 

Joey Camb

Well-known member
Joined
Apr 2, 2010
Messages
4,793
Reaction score
0
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 said:
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!
.
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
 

Joey Camb

Well-known member
Joined
Apr 2, 2010
Messages
4,793
Reaction score
0
do you have the boo king com right to reply where you are?.
camberleyhotelharrogate@yahoo.co.uk said:
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 ?
.
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
 

Highlands John

Well-known member
Joined
Apr 16, 2010
Messages
2,067
Reaction score
0
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 said:
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.
 

Highlands John

Well-known member
Joined
Apr 16, 2010
Messages
2,067
Reaction score
0
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..
That's good.
 

Arks

Well-known member
Joined
May 22, 2010
Messages
6,037
Reaction score
32

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