Webinar Overview

Purpose of the Webinar

• Empower partners by educating them on:
  • Using the extranet
  • Capitalizing on data
  • Strategies to improve revenue and room nights

Introduction

• Declan Scapers: Newly appointed account executive at Booking.com
• Taha: Also an account executive at Booking.com
• Special focus on newly opened properties

Agenda

1. Overview of the extranet
2. Reporting procedures
   • Marking no-shows
   • Handling invalid credit cards
   • Disputing with customer service

Understanding the Extranet

What is the Extranet?

• Main platform to set up property
• Track business performance:
  • Room nights
  • Revenue
  • Performance data to identify areas for improvement

Home Page

• Most Important Page
• Tabs on Home Page:
  1. Reservations Tab:
     • Arrivals, Departures, Stayovers, Guest Requests
     • Marking no-shows important
     • Guest requests impact reply and review scores
  2. Latest Reservations: View last 60 days
  3. Unanswered Messages:
     • Keep empty for a 100% reply score

Importance of Reply & Review Scores

• Better visibility
• Improved rankings
• Reduced cancellations
• Increased bookings
• Enhanced customer satisfaction

Demand Analysis

• Demand for Las Vegas:
  • Change in demand (last 14 days)
  • Search window (how far in advance bookings are made)
  • Average length of stay
  • Country demand (target markets with country rates)

Rates and Availability

• Calendar Management:
  • Mark availability manually if bookings are made through other channels
  • Use bulk edit for closing rooms

Promotions Tab

• Purpose:
  • Offer discounts and deals to stimulate bookings
  • Types of Deals:
    • Late escape deal
    • Targeting deals (mobile rates, country rates)
    • Portfolio deals (customizable)

Reservations Management

• Daily check of reservations for cancellations or no-shows

Property Page Score

• Importance of good photos and completing all tasks to optimize the page score

Policies Overview

• Cancellation policies impact bookings
  • Non-refundable vs fully flexible
• Display rules regarding children and other amenities

Opportunity Center

• Identifies areas for improvement
• Suggestions for increasing visibility (e.g., preferred partner program)

Inbox Tab

• Messages from Guests:
  • Respond to guest inquiries to maintain a high reply score
• Customer Service Communication:
  • Reach out for assistance with guest issues
• Booking.com Messages:
  • Communication history with Booking.com

Guest Reviews

• Overview of guest reviews and scores
• Categories of reviews help identify strengths and weaknesses
• Trends in guest feedback to improve customer experience

Finance Tab

• Invoices: Track outstanding balances
• Reservation Statements: Detailed view of each reservation
• Financial Overview: Graph of revenue and commission
• Getting Paid Section: Introduction to the Payments by Booking program

Analytics Dashboard

• Pace Reports: Upcoming bookings analysis
• Sales Statistics: Compare current year to previous year
• Booker Insights: Understanding where bookings are coming from
• Competitive Set: Compare performance with similar properties
• Ranking Dashboard: Conversion rates and performance against the area average

Conclusion

• Recap of how to effectively use the extranet for property management and maximizing bookings.