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Last minute change-of-mind results in no booking

 
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taurus



Joined: 22 Jun 2010
Posts: 11
Location: Alanya, Turkey

PostPosted: Sun Aug 14, 2011 12:40 pm    Post subject: Last minute change-of-mind results in no booking Reply with quote

I am wondering why quite a few inquiries this summer, which were just about to turn into bookings, instead turned into nothing.

What I mean is that out of all the people who sent follow-up emails (after getting complete price quote) saying basically "ok, where do I go to do the booking?", only one actually booked.

I send reply emails including URL of my booking page with the booking calendar, and explain how to proceed. Yet, the correspondence ends up with no booking. As I'm not getting any feedback from the potential renter beyond this step, I don't know what caused the change of mind.

I recently removed the final cleaning fee, in an attempt to avoid having "too many fees", but I can't remove the damage waiver and the fee charged by Rentalsystems. And I have a feeling that it might be the rather high fee charged by Rentalsystems that is scaring people off. Although I include this when I give the first quote by email, I believe it's psychologically discouraging for people to see it spelled out during the booking process.

I would appreciate any input on this, that could hopefully give me some clues.
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wallypott



Joined: 27 Mar 2010
Posts: 1402
Location: St Martin de Brehal & Moyon, Manche

PostPosted: Sun Aug 14, 2011 12:52 pm    Post subject: Reply with quote

It can't be the pricing, it seems like really reasonable pricing to me.
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kyreniagirl



Joined: 05 Jan 2010
Posts: 1371
Location: Lymington, Hampshire

PostPosted: Sun Aug 14, 2011 1:33 pm    Post subject: Reply with quote

Hi. Your rates are reasonable but I do think it is probably the 4.5% that's doing it. Why do you need Rentalsystems? Can't you do your own bookings or at least offer payment by bank transfer as an alternative. Either that or put your rates up a little to cover the 4.5%.

Apartment looks lovely though!
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HelenB



Joined: 30 Apr 2005
Posts: 11616
Location: Durham/Le Monetier-les-Bains, Serre Chevalier

PostPosted: Sun Aug 14, 2011 1:35 pm    Post subject: Reply with quote

I don't think you can hide the 4.5% booking fee in your own charges, Rentalsystems charges the customer regardless of your prices.
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Mouse



Joined: 20 Jun 2006
Posts: 5740
Location: Ibiza, Balearics

PostPosted: Sun Aug 14, 2011 1:53 pm    Post subject: Reply with quote

I'm not sure how the rentalsytems thing works, but if I thought I was going to be subject to a booking charge then I would look elsewhere.
So that might a barrier to them going forward.

Why can't you just accept bank transfers? All you need to do is send them your bank details and they do it all.

Mouse
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taurus



Joined: 22 Jun 2010
Posts: 11
Location: Alanya, Turkey

PostPosted: Sun Aug 14, 2011 6:32 pm    Post subject: Reply with quote

I had originally planned to use Paypal, but because I am resident in Qatar, it hasn't until recently been possible to receive money (only send). Paypal also charges something like 3.4%, so that's another card fee that would scare people off (plus Paypal's reputation for withholding people's money doesn't make it an attractive option).

I chose Rentalsystems because it seemed to be the only option, also considering the advantage of having the whole process automated. But their fees are exorbitant.

I could maybe handle it via bank transfers to my offshore account, but bank transfers also do cost renters extra money. Again, I guess it's about psychology. Maybe bank transfer charges don't seem as negative as card handling charges that are displayed right in your face on an online booking page?
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Riverside



Joined: 13 Mar 2011
Posts: 89
Location: United Kingdom

PostPosted: Sun Aug 14, 2011 11:36 pm    Post subject: Reply with quote

I charge a £15 'Booking Fee' to cover (or in some case contribute to) the cost of taking a payment online. I know adding fees aren't popular with a lot of owners, but it's what we decided to try this year and as of yet nobody has questioned it.

In the peak weeks if a guest decides to pay by paypal it doesn't actually cover the charges, but in some of the off-peak weeks it more than covers it so I guess it evens out. If people choose to pay by cheque or online bank transfer we normally waive the fee - we're not out to profit from it. We'll review how it's worked at the end of the year and decide whether or not to incorporate the cost of paypal fees into the week's rental cost or not.
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casasantoestevo



Joined: 06 Nov 2006
Posts: 2718
Location: O Saviñao, Galicia

PostPosted: Mon Aug 15, 2011 8:05 am    Post subject: Reply with quote

Is not adding fees is a bit Ryanairish?
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e-richard



Joined: 17 Oct 2004
Posts: 3892
Location: Algarve, Portugal

PostPosted: Mon Aug 15, 2011 8:06 am    Post subject: Reply with quote

Looking at a rental advert, which is more likely to get bookings:

Quote:
Weekly price: €825.00
(Plus credit card fees at 4%)


Quote:
Weekly price: €850.00
Price is fully inclusive. No hidden extras.

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HelenB



Joined: 30 Apr 2005
Posts: 11616
Location: Durham/Le Monetier-les-Bains, Serre Chevalier

PostPosted: Mon Aug 15, 2011 9:16 am    Post subject: Reply with quote

No contest, the second one.
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Cotterdale



Joined: 25 Nov 2010
Posts: 166
Location: Yorkshire Dales

PostPosted: Wed Aug 17, 2011 3:39 pm    Post subject: Reply with quote

Guests can choose with us
bank transfer no charge
cheque no charge
PayPal / card 3.4%
I do find very few guests use PayPal and most use bank transfer
I think this points out guests don't like add ons
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Cotterdale



Joined: 25 Nov 2010
Posts: 166
Location: Yorkshire Dales

PostPosted: Wed Aug 17, 2011 3:39 pm    Post subject: Reply with quote

Guests can choose with us
bank transfer no charge
cheque no charge
PayPal / card 3.4%
I do find very few guests use PayPal and most use bank transfer
I think this points out guests don't like add ons
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taurus



Joined: 22 Jun 2010
Posts: 11
Location: Alanya, Turkey

PostPosted: Thu Aug 18, 2011 8:44 pm    Post subject: Reply with quote

Thank you all for your contributions. Seems I should choose to accept bank transfers instead of using Rentalsystems.
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