7 FAQs About Online Hotel Bookings: A Hotelier’s Guide

Travelers nowadays are more specific and tech-savvy when it comes to hotel bookings and reservations. For example, some prefer the convenience of booking a hotel without the need for a credit card, which offers more flexible terms and policies. An online booking system for hotels allows hoteliers to quickly respond to customer questions and help them book the perfect room.

According to PhocusWire, 34% of customers are booking hotels through Online Travel Agencies (OTAs) while 29% are making direct bookings. This indicates that there are plenty of potential opportunities for revenue growth through an online hotel reservation system. 

Customer service is a key part of hospitality, which makes it paramount to promptly answer any questions travelers might have. By implementing an online hotel booking system, a hotelier can respond to potential customers’ questions or concerns. This results in increased bookings and customer satisfaction.

7 FAQs About Online Hotel Bookings: A Hotelier’s Guide

Here are some of the most common questions a hotelier should answer: 

Question 1: What is Included in the Room Rate?

Econsultancy revealed that 53% of travelers abandon a booking platform due to price disparity. This involves hidden charges added after the booking process. Therefore, consider providing detailed information on your room rate’s inclusions. A hotel tax calculator can help hotel owners with setting rates.

Here’s what should be included in your room rate:

• General Accommodation (type of hotel room you offer);
• Meal Type (type of food you provide);
• Cleaning Fee (cleaning parameter options);
• Tax (taxes charged from the city or state), and
• Cancellation Fee.

Question 2: What Are the Check-in and Check-out Times?

Most often, travelers ask about the hotel’s check-in and check-out times to align with their arrival and departure schedules. It’s vital to add them to your hotel policies to ensure a clear booking process. You can include the details check-in and check-out process to prevent long waiting times for guests.

Remember, one bad experience from a guest can also lead to negative reviews. According to BrightLocal, a single negative review is enough to drive away 22% of your customers. Thus, be specific with your check-in and check-out processes to avoid confusion among hotel guests.

Question 3: What Amenities Are Available?

Every hotel offers a variety of amenities, depending on the accommodation. Travelers usually ask if your hotel rooms come with perks such as:

• Free Wi-Fi;
• Free TV or streaming services;
• Business fax and copy services;
• An indoor pool;
• A health and fitness gym, etc.

Make sure the use of these amenities is included in your hotel room rates. An online booking system for hotels will often display these details for guests’ convenience.

Question 4: Is Breakfast Included?

Travelers and hotel guests know that meals can incur extra charges. However, they would love to accept complimentary breakfasts and save extra money. Consider offering various breakfast meals so your guests have options to choose from. This can result in positive feedback for your hotel business!

Question 5: What is the Cancellation Policy?

According to Revenue Hub, 20% of hotel bookings are canceled for three common reasons: trip stacking, cost of living, and cancel-to-rebook. 

Travelers who do trip stacking will book more than two trips at the same time and then opt for the trip that suits them best while canceling the others. In this case, cancellations usually occur seven days before arrival. 

Some travelers may experience a budget crisis prior to their booking date, while others might find cheaper room rates.

Hence, it’s crucial to lay down a clear cancellation policy so guests know their options. Knowing this information saves time, prevents unnecessary stress, and avoids excess operational costs down the line.

Question 6: Is There Parking Available?

Some travelers and guests travel by car, and hotels charge parking fees for vehicles. Whether you offer parking spaces with every booking or for a fee, make sure to promptly inform the guest.

Question 7: Are There Any Special Offers or Discounts?

Offering special promotions and discounts is one of the most effective strategies to attract customers. According to RetailMeNot, 67% of people use coupons or discount codes for unplanned purchases. This shows that customers are always seeking good deals online, and they usually appreciate such a strategy.

Therefore, business owners can offer coupons, vouchers, or early bird promos for guests booking in advance via an online booking system for hotels. Properly catering to customers who booked a room with special offers can result in positive reviews. 

Additional Tips for Booking a Hotel Online

Travelers and guests often have special needs and check hotel star ratings, locations, payment methods, etc. Here are some crucial tips for hotel owners:

Understanding Hotel Star Ratings

A star rating is an evaluation of your hotel features, amenities, and overall customer experience. A hotel can receive 1 to 5 stars. Of course, a 1-star rating indicates that the establishment is basic, and 5 stars are reserved for the most extravagant accommodations.  

Here’s a rundown of the rating system:

• 1-star hotels offer the bare necessities for a guest’s stay.
• 2-star hotels offer limited amenities, such as TV, Wi-Fi, and a 24-hour reception desk.
• 3-star hotels offer spacious rooms and are usually near local attractions and commercial establishments.
• 4-star hotels are often located in major cities and beaches, offering extra features and amenities for longer stays.
• 5-star hotels offer luxurious, high-end accommodations.

The Importance of Location

A hotel that’s strategically located near business districts, commercial areas, and tourist destinations attracts more customers. According to FinancesOnline, 41% of people say that location is the top factor in deciding on their accommodation. 

To make your hotel more enticing to potential guests, you may feature the nearest local attractions and other amenities you think a guest needs.

Accessibility and Special Needs

Travelers and guests also have other special hotel needs, such as:

• Accessibility to recreation and entertainment venues; 
• Hospitals and business offices, and
• Mobility services (elevators, ramps, etc).

Thus, it’s critical to highlight these special hotel features to stand out from the competition, making it easier to attract customers.

Pet Policies

Pet Travel Statistics 2024 revealed that 53% of travelers would take their pets on holidays to pet-friendly hotels. Thus, creating flexible pet-friendly accommodations and policies is crucial. So, ensure you also showcase this through clear and concise pet policies in your hotel booking system.

Payment Methods and Security

Offering various payment methods contributes to convenience for hotel guests, especially for younger generations. According to ArcGIS StoryMaps, more than 60% of people use contactless hotel payments throughout the year. Therefore, they may prefer a hotel with a booking platform that features different payment methods.

In terms of security, you can implement online payment gateways that use data encryption to ensure confidentiality. A trustworthy online booking system for hotels will often have this feature. After all, 70% of people prefer payment methods that don’t share data with merchants. 

Source: Statista.

Ensure a Smooth Reservation Process with the Right Online Hotel Booking System!

Hotel guests want a secure place to stay during their vacation. Thus, they want to ensure that everything they’re looking for is found at their chosen hotel accommodation. From basic hotel amenities to special services, a guest would prefer to make an online reservation if you promptly answer all their queries. 

Remember, a smooth booking journey is the first step to guest satisfaction. Happy guests lead to repeat business and glowing reviews — the fuel for long-term success.