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Why now is the time to respond to every review?

As we have seen, guests now are spending more time searching and checking for an apartment. Safety and cleanliness became a priority for travelers and they will look for accommodation that will fulfill their requests. It is now more important than ever to have excellent communication with guests. If you didn’t have time or knew how to respond, now is the time to check all the reviews and respond properly to each of them.

Did you know that today 84% of people trust online reviews as much as personal recommendations?

Reviews of the guests who were staying at your accommodation play a big role in attracting new guests. It is best to respond to all reviews you receive, whether they are positive or negative.

When guests were looking forward to vacation and it does not turn out as they imagined, it is likely that they will write a negative review.

For a homeowner or Property Manager, a negative review can be a huge discouragement. You should always keep in mind that you are not only responding to a comment to that one guest, but to all potential future guests who are likely to read that response.

If the guest wrote something that is not true, then of course you will politely deny it and let everyone know what really happened.

Rule number 1. Always thank guests for leaving a review

By regularly and honestly responding to all reviews, you are showing that you care about your guests and that you care about their opinions. Through guest reviews, you can get an insight into what potentially needs to be changed to improve the quality of your property and services.

Since guest comments are not always positive, this is an additional reason to respond and explain the situation from your perspective. Do not forget that in this way you create a positive reputation with potential guests. Start each response by thanking the guest for staying in your accommodation and leaving a review. For example, “Dear xy, Thank you for staying at our apartment and for taking time to write this review…”

Rule number 2. Never start an argument

Whether the guest’s comment is true or not, your answer must always be professional, as objective and friendly as possible, as it suits the host. Do not engage in quarrels with guests, just briefly and simply describe your view of the event.

Rule number 3. Remind the guest of the offered solutions

When responding to negative comments, do not forget to mention that you did your best to solve the situation. Describe all communication, the compensation offered quick fixes, replacement of broken devices – briefly all the solutions you offered them while they were staying with you.

Rule number 4. Communication is the key

The worst-case scenario for a homeowner/Property Manager is that the guest does not inform him about the problem while he is staying in the accommodation, and the homeowner/PM finds it out from the review. In that way, the host doesn’t even get a chance to resolve the situation. It is best to point out on check-in that they can contact you always for help in case of any problems.

With a helpful and prompt response to a negative review, you have the opportunity to show what kind of a host you actually are. From your engagement, potential guests will see that you take guests’ comments seriously and that you wish to offer excellent service.

Since people usually are most interested in negative reviews, there is a big chance that they will read your answer, too. Use this possibility and turn the situation around to your advantage.

Advice:

Guests usually leave comments on booking pages like Booking.com and Airbnb. They also use Google Maps to leave reviews. Regularly check reviews for your accommodation on all platforms and respond to them.

“In a job like this, the most important thing is to always understand who is sitting on the other side”

Read something more about our colleague Ana Raguž who started her career in Direct Booker at Information Department, continued in the Research and Development Department, and has recently taken a new position, as a Senior Business Developer. So far, Ana has lived, studied and worked in two world capitals.

Tell us, how did your life look like outside of Croatia?

From my early youth I knew that part of my life journey would be with a suitcase in my hand. When I was 21 years old and completed my undergraduate studies at DIU International University, majoring in International Relations and Diplomacy, I decided to go for a master ‘s degree abroad. After applying to colleges in Barcelona, ​​Vienna and other European cities, eventually I decided to go in Paris and studied master’s degree in International Business Development and Consulting.

My next destination was Belgium, Brussels, where I perfected my French with work experience, which made my life and work in France easier. France is one of the countries where you just have to know language to be able to live everyday life, and certainly the goal of my departure was to build myself in an international environment.

The most valuable things I have gained abroad besides language, are friendships that will surely remain for the whole life. and travel that were an integral part of the bucket list.

Tell us a bit more about your Department and work @Direct Booker?

I currently work in the Global Partnerships Department, as a Senior Business Developer. Although I’m in Direct Booker for some time now, my current position is from October 1st this year. The advantage of working in a company like Direct Booker is that with young staff and professionalism at a high level, perceptions do not play a major role, but only the quality of work.

There are no strict working hours or standard schedules in my Department. Access and communication with potential clients or partners are the most important in our job. Everyday brings something new on the table. 🙂

What are the goals and specifics of your business?

The goal of Senior Business Developer is to achieve cooperation with as many foreign partners as possible through communication and presentation. Our expansion model consists of two types; software Booker Tools and Direct Booker franchise.

When it comes to our franchise model, it is already a bit more challenging. We are the only ones in the world offering such a franchise model, and even the negotiations themselves and the introduction of the client into our core business require extra time and effort. But it ultimately brings a positive outcome for both sides. Partners get a brand and a successful business model. We are currently focused on international tourism fairs and summits that are going online, which we believe will return to normal in the foreseeable future.

Given the current Covid situation, meetings are conducted exclusively online, and the meeting itself is the final part, the whole process of initial communication, preparation, and the whole logistical part. Our current targets are Italy, Spain, and England.

We have set a goal and regardless of the Covid crisis we are moving towards the goal, and every working day is shaping up according to our goal.

Describe one typical working day in your Department.

We do not have the standard work schedule terminology. The workday always starts by checking e-mails and organizing a working day, holding presentations and arranging the next meetings. Since we are still in the process of organizing the whole Department, a lot of the time is taken up for preparation. We do several online meetings on a daily basis.

What is the secret to the success of mutual satisfaction, for you and the client?

In a job like this, the most important thing is to always understand who is sitting on the other side, who is the interlocutor, and then adjust your approach. As for the technology itself, customers always have the same goal, to find the best possible solutions for their business, and it is up to us to offer our PMS and Channel Manager, Booker Tools, which offers everything to a property managers, camps, ho(s)tels, or any agency needs.

If you’re looking for a business opportunity, and know a few things about short-term rentals, we can offer solutions for you: franchise, agency service or software for property management. Contact us and find out more: sales@direct-booker.com

Camp Management Software

If we would ask travelers all around the world what is their first thought regarding bookings and travels they would definitely answer Booking.com, Airbnb, Expedia… For managing sales in short -term rentals it is necessary to use reliable technology, for example, our Property Management Software (PMS).

There are several solutions worldwide, and one of them comes from Croatia.

Booker Tools is a Croatian software developed for the needs of World-Award-Winning short term rental agency, Direct Booker. Channel Manager and PMS are used by thousands of users connected to 8000 properties in 9 countries.

It is a big challenge for finding a suitable technological solution for camps because of specifics in their accommodation units and business models. We asked Maggie Bačelić, Business Manager at a company that rents mobile houses for camps that are located in Pirovac and Vodice.

“I was looking for a technological solution that would make my business better. While I was googling PMS, I came across Booker Tools, which fits perfectly to all my wishes and requests.”

Booker Tools solutions are based not only on the needs of various users but also on the needs of Direct Booker, one of the most successful short term rental agency in the world, based in Dubrovnik, Croatia.

“The Direct Booker reference was a key component in choosing the software, as well as the fact that the software has proven itself in several countries, for several types of users and accommodation units with an annual turnover of more than 100 000 reservations. All of the above gave me the answer to my question – it is a proven and reliable software.”

Thanks to Booker Tools, a small company Direct Booker achieved enviable results of savings and revenue growth. Software was also offered on the market for camps, agencies, ho(s)tels and vacation rental owners.

“Booker Tools is a simple and practical technological solution to increase business efficiency – with an emphasis on saving time and a significant increase in the number of direct bookings. We have all regulations, invoices, fiscal cash register, calendar, guest details in one software. Booker Tools allows you to manage units in multiple locations and fulfils all the needs of users with more than 30 accommodation units. “

You can forget calendar’s manual closing, concerns about overbooking, price modifications and restrictions in each separate sales channel. Booker Tools allows users to automatically synchronize bookings, prices, restrictions, availability, and content across the world’s largest sales channels, communication with guests from one system (without individual login), direct reservations… All in one place.

“I would highly recommend Booker Tools to all camp owners. The software enables automation and increases business efficiency. I can easily see all bookings and details on one screen. There is a mobile application with which I can have control over my objects at any time. Plus, online device management in multiple locations and automatic entry of guest data. I need one user account for all objects with an overview of all important information in one place and automatic synchronization with Phobs.”

Booker Tools PMS can be connected to other channel managers for a better and complete software solution. It was exactly the ideal solution for this user, who connected it to the Phobs channel manager. At Phobs, they develop tailor-made tourism solutions and their customers are hotels, hostels and campsites.

“Booker Tools and Phobs are the perfect combination for my business due to the specific camping connections that Phobs has. The combination of Booker Tools and Phobs solved the problem of 24-hour booking control. I am delighted with the combination of Phobs and Booker Tools, which makes my job very easy. Previously, all reservations had to be entered manually via the web in the PMS software. It was not easy to track availability on our site, so we had fewer direct bookings. “

Booker Tools is more than just technology or software. Our customer support consists of professionals who, based on many years of experience working in the short-term rental business, offer consultation and constant customer support.

“I’ve been using a different channel manager for many years. I stopped using it for several reasons; one of them was the negative customer support experience. On the other side, Booker Tools customer support is excellent, with issues resolved as soon as possible. “

If you also manage a camp, agency, ho(s)tel or private accommodation, and want to check Booker Tools options, try it for free 15 days. We look forward to new partnership and expansion of the network of satisfied customers.