Instant online booking

Replies to This Discussion

Permalink Reply by Alex Bainbridge on March 9, 2009 at 7:29pm

The question is who has the master availability data?

The trick is to get the self catering accom. owner using a computerised system (rather than a desk diary) - and hopefully one that is visible (data wise) to your booking service.

Then, when they add a direct booking to their diary, your corresponding availability goes down.

So taking bookings from multiple channels doesn't lead to duplicate bookings as an inevitability.... as long as you have got a single master diary for that accommodation.

That is how people using TourCMS work....

So I would focus on keeping live bookings - and work on the centralisation of booking diaries.... OK this isn't so easy - but it is the solution to the problem.

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Permalink Reply by Gareth Thomas on March 9, 2009 at 8:03pm

Hi Alex

Thanks for the reply. Was really pleased to read your answer as our main idea is currently to change the "booking system" into a "management system".

This way, as you say, people should record all their bookings through the system, as opposed to using a desk diary/spreadsheet/etc.

Of course there is still a possibility for double bookings (non online bookings coming through enquiry systems, emails, telephone bookings while the person is away from their computer, etc.) but should be dramatically reduced.

But sticking to the original "book instantly online" philosophy is really the ideal, so great to hear you think it's best to stick to that.

Thanks again - Gareth

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Permalink Reply by Jaume Barberena on March 16, 2009 at 1:28pm

Gareth / Alex

My first post, so I am somewhat holding my nerves here.
I work in the same apartment / villa rentals industry as you, Gareth, and having the up-to-date availability is the single biggest (avoidable) problem we encounter.
Yes, you can enact warnings or contract clauses vis-a-vis the property owners/managers who aren't complying, but that does no good to the client who has been left woithout a place to stay..
The potential loss of credibility in front of a client who has already paid a deposit, and now is getting a reply from you, saying the property booked ain't there, can be very bad indeed.

Any pointers on how to deal with the aftermath of a double booking?

Jaume

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Permalink Reply by Gareth Thomas on March 16, 2009 at 1:42pm

hi Jaume

Welcome to the SFBO forums! No need to hold your nerves - I've found everyone on this forum to be welcoming and helpful.

Good to see I'm not the only one experiencing these problems. I think there are a few main parts to dealing with a double/cancelled booking.

1) Don't let it happen in the first place. This has to be number 1. We do everything possible (and more) to stop these happening in the first place.

2) Speed of response. If something does go wrong, getting in touch with the person and letting them know as soon as possible makes a big difference to waiting or week - or more.

3) Wording and understanding from the booking process (including confirmation emails). If you tell someone they definitely have a booking and there's 100% nothing that can go wrong (or lead them to that way of thinking) they will be extremely disappointed and confused if they get a cancellation. At the same time, I don't want to make people think they've booked something when they haven't.

Interesting to see the location you work in as I'd love to do something in Spain. Initially by starting a small site there, but eventually moving there (in the next couple of years I think).

Cheers - Gareth

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Permalink Reply by Alex Bainbridge on March 16, 2009 at 2:04pm

Via twitter @holidayvelvet suggests:

"in case of a double booking: you apologise, offer an upgrade & if possible a free car transfer"

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Permalink Reply by Gareth Thomas on March 16, 2009 at 2:08pm

Yep, that's good if a property owner/manager does that. But what if not all of them will - gives inconsistency across your site/business. Worst problem is when there are no other properties available. No upgrades available then.

To ensure we offer the best level of service possible we go to our competitors to ask if they have anything suitable and also source properties not currently available on the open market.

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Permalink Reply by Jaume Barberena on March 16, 2009 at 4:24pm

The issue that's always thorny is although you (website operator) didn't cause the problem, it's your image that's on the line - because most times clients don't realise that the properties don't belong to you and neither do you manage them.
In many cases, property owners offer no better than an apology!
How, if any way, can you communicate this circumstance, so that your own good faith gets reflected, even in those rare cases when things go wrong?

jaume

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Permalink Reply by Gareth Thomas on March 16, 2009 at 5:07pm

That's definitely an issue. We try to show that the booking is direct and we are simply connecting the guest with the property manager. As you say, this does not really matter when someone is unhappy. They don't care who's fault it is, they just want a resolution.

So we step in when we need to, if anyone is not 100% happy. We then do everything in our power to resolve any issues, and the vast majority of people really appreciate and respond well to this. Some people will not be pleased whatever you may tell them.

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Permalink Reply by tomeu pons on October 9, 2009 at 9:16am

Try Flamingo Hotelier dowwnload from the we www.flamingohotelier.com
its a free booking engine for hotels reservations

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