How to report Guest Misconduct to Booking.com from myfrontdesk

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It’s hopefully rare that you have major issues with your guests. However, if something serious happens, as of September 15th 2020, you can report certain issues directly to Booking.com without leaving myfrontdesk. 

This feature only applies to Booking.com reservations and does not block guests from reserving your property on the booking engine mybookings.

Background

In order to report guest misconduct to Booking.com:

  • You will be asked to specify the type of behavior, provide a short description, and select whether you would like to block the guest from making a reservation at your property on Booking.com in the future.
  • If you have multiple properties listed on Booking.com and you block a guest due to misconduct at one property, they will also be blocked from all your other properties.
  •  You can only submit a misconduct report once per reservation.

Getting Started

Step 1 - Users Permissions

All existing users with 'Modify Reservations' toggle ON (green) will have the 'Report Guest Misconduct' feature automatically enabled - All the other users will have it disabled by default.

Check below how to enable/disable this permission once you login to your myfrontdesk account:

  1. Under the 'User Management' section, access 'Roles' tab
  2. Choose the role in which you want to check the permission and click 'Edit'
  1. Under the 'Reservation' section, the toggle 'Modify Reservations' needs to be enabled
  2. Enable the 'Report Guest Misconduct' toggle
DEMO - Karina's Hostel - Roles - Google Chrome
  • When the 'Modify Reservation' toggle is 'Enabled', this allows the user to toggle on/off each subcategory feature individually (including the 'Report Guest Misconduct' feature)
  • In order to activate subcategories individually, the main toggle should be changed to 'Enabled'.
Step 2 - Determine if the guest behavior can be reported using this feature

Booking.com only allows you report the following behaviors using this feature:

Behaviors Examples
Abusive behavior 
Disturbing neighbors, verbal abuse, physical abuse, threats

Breaking house rules 

Smoking, bringing pets, having a party, breaking quiet hours, violating check-in / check-out policies

Illegal Activities

Drug use, theft, breaking the law

Leaving the property dirty

Excessive garbage, stains on linens / carpet / walls / furniture

Property Damage

Damage to furniture / doors / windows / walls

Payment issue
Did not pay reservation amount, Did not pay additional fees or taxes

If the behavior falls into one of the above categories, proceed to Step 3 below

The following behaviors can not be reported to Booking.com using this feature:

Step 3 - Ensure that you are within the “reporting window”

Reporting Window:

Guest misconduct can be reported starting at midnight on the day after check-in and up to 7 days after check-out based on the dates recorded on Booking.com

Before reporting the guest misconduct, please check the following rules:

  • Ensure that the guest is checked in before reporting - Reports can not be made about reservations for future stays
  • The option to report guest misconduct to Booking.com will be displayed regardless of reservation statuses, however an error preventing the user to report guest misconduct will be displayed when:
    • The guest is not yet checked in
    • Outside of reporting window (as described above)
    • When the user tries to report misconduct more than once
    • Channel error
    • When the channel is no longer active on myfrontdesk

A modal will be displayed showing the reason. Please check one example below:

Yeremee Demo - Reservations - Google Chrome

Remember that any changes on myfrontdesk to check-in dates, check-out dates, or guest name will not be sent to the channel.

Step 4 - Report a guest and block them on Booking.com

Remember that this action does not block guests from reserving your property on mybookings.

To report guest misconduct, open the reservation associated with the offending guest and follow the steps below:

  1. Click on Actions menu
  2. Scroll down and click on Report Guest Misconduct
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In order to submit the report to Booking.com, your must: 

  1. Select the behavior category
  2. Select the behavior sub-category
  3. Provide a brief description of the issue
  4. [optional] Select if you want to have Booking.com follow up with the guest / you about the incident
  5. [optional] Select if you want to block the guest from reserving an of your properties on Booking.com in the future
  6. Once you are ready, click on 'Report' to send the report to Booking.com
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Once you submit the report, you will get one of two messages:

  • Report successfully sent to the channel - a Success message will be displayed at the bottom left hand corner of the page.
  • Report not successfully sent - a red Error message will be displayed at the bottom left hand corner of the page. In this case, try to submit the report again. If the issue persists, visit the Booking.com extranet to directly report guest misconduct or contact Booking.com support team.

Frequently Asked Questions

What happens after I submit the report?

Once you submit the report, Booking.com receives the information and will now take action from this point forward.

Cloudbeds acts simply as a messenger of information and is not involved in taking action on the report / disallowing guests. If you have any questions or need to follow up on your misconduct report, please reach out to Booking.com customer service directly.

Does this option also block guests from reserving on mybookings?

No. This feature only applies to Booking.com reservations and does not block guests from reserving your property on the booking engine mybookings.

There is currently no automatic mechanism to prevent a disallowed guest from making a booking on mybookings, but you can use the following option to control your manual reservations on myfrontdesk: How do I disallow a guest?

Is it possible to remove the guest misconduct from Booking.com?

If for any reason you want to remove the guest's misconduct or if you reported by mistake, please contact the Booking.com support team directly to check if it's possible to remove it from the guest profile.

Is it possible to check a list with all misconduct reports sent to Booking.com?

No. Myfontdesk only has a "report to channel" feature. In this case, you need to manage further actions on the Booking.com extranet.

Does this feature also work for manually imported bookings?

As long as the Booking.com Reservation ID is correctly entered on myfrontdesk, this feature will be also available for manually imported bookings.

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