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Booking.com guest not responding

 
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kendalcottages



Joined: 27 Nov 2009
Posts: 2474
Location: Kendal, between the Lake District and the Dales

PostPosted: Tue Apr 09, 2019 10:26 pm    Post subject: Booking.com guest not responding Reply with quote

Hi there

We joined Booking.com recently and took our first booking through the site for guests who are due to visit quite soon. Since we do not usually welcome guests on arrival, we need the booker's postal address in order to send them a keycard and instructions so that they can gain access themselves. I've tried messaging the guest several times through the Booking.com website but get no response. Similarly, all the emails I have from Booking.com seem to be from noreply@... so I have no apparent means of getting support on how to contact this guest. Has anyone else faced a similar situation, or is there a point of contact (preferably an email address - I'm overseas at the moment) that I can use, do you know? Or any other suggestions on what to do?

Thanks

Paul
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Kendal Cottages, Kendal, Cumbria - between the Lake District & the Yorkshire Dales
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Hells Bells



Joined: 30 Apr 2005
Posts: 13156
Location: French Alps

PostPosted: Wed Apr 10, 2019 6:53 am    Post subject: Reply with quote

You can usually get BC to contact the guest. Semd them a message through your Extranet.
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Hells Bells



Joined: 30 Apr 2005
Posts: 13156
Location: French Alps

PostPosted: Wed Apr 10, 2019 6:55 am    Post subject: Reply with quote

There's also a phone number in there too.
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CSE



Joined: 06 Nov 2006
Posts: 4081
Location: Galicia

PostPosted: Wed Apr 10, 2019 8:57 am    Post subject: Reply with quote

Bookings advice to the guest is:
Quote:
Please be aware that email communication generated by the accommodation will be sent via Booking.com on their behalf. Booking.com cannot be held accountable for the content of the communication. If you suspect that the content of the communication is inappropriate, suspicious or contains spam, we ask that you report this information by clicking on the link located at the bottom right corner of the email.

Maybe they are stick to this and feel it is unwarranted.
Phone numbers for Booking explained here.
https://contactnumbers.buzz/booking/
Side note if you have guests addresses on your on any IT equipment you have to abide by GDPR practices. Good luck with that one!

So as an alternative to complying with GDPR. You can choose to accept reservations with address included. Go to your extranet. to set it up. Paper copies are not so onerous.
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Never try to out-stubborn your guests.
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Cymraes



Joined: 07 Jul 2015
Posts: 385
Location: North Wales

PostPosted: Wed Apr 10, 2019 5:34 pm    Post subject: Reply with quote

I require Booking.com guests to provide an address and telephone number before they can book as well as full cc details including CVC.

Saves a lot of trouble! It may lose me the odd booking but I don't get the timewasters
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Caro
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Zur Alten Weinkelter



Joined: 06 Aug 2011
Posts: 199
Location: Moselle Valley (Mosel) Deutschland

PostPosted: Wed Apr 10, 2019 6:08 pm    Post subject: Reply with quote

if you telephone Booking.com or contact them through your extranet they will contact the guest for you
also moving forward if you contact your account manager and explain your business set up that you need to contact the guest for key access maybe they can find a solution
or you can but these instructions on your booking information for the guest to read
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When it comes to wine, I tell people to invest in a good corkscrew. The best way to learn about wine is the drinking

The truth is the best German wine remains in Germany
So forget your memories of Blue Nun & Black Tower
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CSE



Joined: 06 Nov 2006
Posts: 4081
Location: Galicia

PostPosted: Wed Apr 10, 2019 8:00 pm    Post subject: Reply with quote

I said paper copies of personal details are not so onerous. Well some people are really foolish. But I can not image anyone here doing this sort of thing.
https://www.bbc.com/news/video_and_audio/headlines/47860424/thousands-of-patient-files-left-in-westbury-house-nursing-home
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newtimber



Joined: 24 Nov 2012
Posts: 1668
Location: Brighton

PostPosted: Thu Apr 11, 2019 7:42 am    Post subject: Reply with quote

CSE wrote:
I said paper copies of personal details are not so onerous.


So if I stayed with you a few years ago - can't remember when - and asked what personal data you are holding on me and request you delete anything that is not essential for your accounting records - you would be able to do this easily with your paper records?
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CSE



Joined: 06 Nov 2006
Posts: 4081
Location: Galicia

PostPosted: Thu Apr 11, 2019 11:47 am    Post subject: Reply with quote

but you did not stay. so you have no problem. Laughing
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