Hotels, serviced apartments and vacation rentals all have a common and shared problem, which is, struggling operationally in managing upcoming arrivals from Booking.com.

Why is this? Booking.com does not send on the email address of the guest to the accommodation. Instead they send a proxy email, which is a go-between. This makes it very hard, or at times impossible, to directly communicate with the guest about their stay before they arrive.

Due to Covid-19, more accommodation providers, are planning to, or are now, using tech to get guests checked-in before they arrive and to facilitate door access. This includes: collecting documentation, signatures, preferences, and, providing door entry info to the guest.

What needs to change? Booking.com needs to amend their reservation process for guests. The change would be to ask guests, when booking, if they approve of their email address being sent to the accommodation provider for the purpose of assisting with their arrival and check-in.

It matters to us! We work with accommodation owners and operators and we know this would make a real positive change for the industry. Times are not easy in hospitality currently and each small win matters. Guests would also appreciate the hotel or host being able to manage their arrival more smoothly, safely and securely.

Booking.com provides an important marketing service, generating reservations and reach for hotels, serviced apartments and vacation rentals.

This is a win-win-win change. Hotels would be able to process arrivals efficiently, safely and securely; guests will benefit from a better experience, and be less likely to need to interact closely with accommodation employees on arrival (safer in Covid-19 times); and, Booking.com will generate goodwill and help guests get the best pre-arrival experience.

Sign our petition and help the community get this positive change from Booking.com.