Guest’s love Messaging

As a guest we all love that time leading up to our holiday, the anticipation and excitement. The wind down from work and daily bind as we get our heads and hearts into holiday mode. Never have we been more ready for a break.

Preparation and planning, brings a hint of anxiety to the excitement. Are we ready to make the most of our stay ?

welcome guest message
welcome your guests

Messaging can get your guests into that happy zone of prepared and excited. Start by reassuring them that you’re here to help with answers to all their questions.

Scheduled messages send out the right information at the right time – every time, delighting guests with answers to questions they haven’t even had to ask… that’s service at its best.

Automated messages are an ideal way of establishing that first guest contact and letting them know you’re there to help. Add small touches like lovely photos of your property or area, tips on secret nearby local walks or a favourite restaurant. Set it up and let automated messaging do the rest for all your bookings.

schedule guest messages
schedule messages

Create and save templates so you have good detailed answers at the ready for many of the most common questions. Replying with templates takes literally 3 seconds and that always impresses guests.

Your Messaging Hub in freetobook gives you easy access to all replies, neatly ordered with notifications to say you’ve got a reply. Managing messages is simple with access integrated into your bookings.  Each message thread keeps a clear record of the conversation for both you and your guests, so you always know what’s been said and what’s next.  Having full control of all messages in the hub saves you jumping from booking to booking.

automate guest messages
messages go out automatically

We’ve integrated Messaging into freetobook so it’s as much part of the booking fabric as anything else so you can build relationships even before the guests’ arrived.  Using our own technology also enables us to connect Messaging to other key parts of freetobook (e.g. payments, arrival times, channels etc.) all to make your lives easier.

Messaging massively improves the guest experience, saves hours of repetitive work and makes you stand out from the crowd.

Simple, slick and elegant…. guests love it!

Smart Guest Messaging

As technology develops so do your guests’ expectations.

Smart Messaging
Smart Messaging

In the last 5 years messaging apps have flourished and entered our everyday lives. This has again accelerated in the last few months as we’ve have had to find ways to communicate with loved ones that we can’t visit. Family and work WhatsApp and Messenger groups have really come into their own.

These tools all have two things in common – they are conversational, less formal and richer in content. Adding images, links and other attachments means you’re able to share so much with so little effort.  That sharing helps create stronger bonds and brings us all closer.

So how does that fit on a business level?  Well, for starters it means our guests are familiar and comfortable with messaging as a technology.  With such a big part of the service you offer guests driven by communication, why wouldn’t you take every opportunity to finesse that communication?

That’s why we built Smart Messaging.

How you communicate with your guests before, during and after their stay is changing. The ease with which you can schedule key messages for your guests makes Smart Messaging invaluable.  And those automatic messages can be rich in content, so attaching images and links makes them not just interesting but also very useful to guests. We know this because the guest replies say it all.

Smart Messaging
Get Better Replies

What’s also fascinating is that guests respond quickly (because it’s easy) and they become more engaged with the host.  So building that relationship is a natural process. Guests even use emojis in their responses, who doesn’t love seeing a 😊 in a response! 👍

There’s lots and lots more on offer, so click here for more… We have built Smart Messaging from the ground up ourselves so it’s fully integrated with all your bookings and continually being added to. It’s also why we can offer it at such a low price of just £4/month (£49/yr + VAT)…. ridiculous value yet again from a family business that enjoys building things that make your life easier.

5 Tales of great low cost service

Every business is currently faced with some tough decisions, not least how to maintain quality and still save money in difficult times. Some very recent customers have shared their feedback on freetobook. As a family business we really know how to keep those budgets down and satisfaction up.

Even during these terrible times all of our service is running at full capacity developing new features and servicing all customers.

Wildercombe House

Having recently joined freetobook, I wish I’d done it ages ago.  The set up was straightforward, and together with the great help and useful tips from Heather, along with Sandra on the Help Desk with the integration of bookings from an OTA, I couldn’t be happier.  Nothing to pay unless you want to, so with the added bonus of only having to pay for the services that you need, what’s not to like.  So what are you waiting for?  Join freetobook today!

Lochinver Guest House

I returned to freetobook from ev***vo just a few months before the lockdown, and I am so glad I did – they simply provide the very best customer service I’ve experienced from a channel manager, and are always available to assist, especially during the dark days of the lock-down. No hanging on the phone for ages before you can speak to a real person who actually understands your issue and gets it resolved in no time! I can always get advice or answers to questions very quickly either via the online support, via phone or on the Facebook group. The fees are very reasonable and the team continues, even now during Covid-19, to work on great new features on their system. I can’t recommend them highly enough – this family-run company has good morals and ethics. 

Tyndale Boutique B&B

We were using ev***vo as our channel manager but were let down by the lack of customer support despite the high monthly costs. Since we switched to freetobook we have seen a noticeable reduction in our outgoings and yet their support, both online and over the phone, is incredible. We highly recommend FTB.

Birklands Guest House

Just wanted to drop you a line to thank you for your recent advice which has certainly just saved us a considerable amount of money!

We also wanted to let you know how glad we are that we made the decision to join freetobook. As ‘newbies’ to all of this we were finding the system that we ‘inherited’ so very frustrating and confusing – not to mention expensive! We found FTB so easy to set up, simple to work round, and extremely user friendly. Without exception, any query we had was dealt with quickly and efficiently by your knowledgeable and friendly team, and the continued support in these highly unusual circumstance is just brilliant. When we then take into account the clear and, in our view extremely reasonable charges, we believe we’ve found the best and couldn’t rate FTB more highly.

Foxhills of Shanklin

The process of changing over from our previous online booking system to freetobook was a breeze. We were up and running on the system within just a couple of days. The system is intuitive and easy to use, but great support is there if needed. The customer service is available online or by phone and the responses are received so quickly. Not only is this a great system, but as a small B&B I appreciate not having to pay extortionate monthly fees, particularly when we are closed over winter!

I wholeheartedly recommend freetobook to anyone looking for a system which provides all the functionality, and better service, at a very reasonable price.

Want to know more about us ?

Interested in freetobook ? It’s easy to register today.

At freetobook we know we can do more and do better.. so we’ll keep working hard for our customers to ensure we all come out of this stronger.

Stay safe and well

New additions coming very soon:

Updated hotel style diary with extra functionality, split billing so guests can share parts of the same bill, new attachment types for smart messaging, cobooking for a new way to find and book direct.

UK B&Bs need Covid help

Fair treatment for B&Bs

Over 10,000 B&Bs in the UK have had their business ripped from under them as the virus empties bedrooms across the land. Guests that would have come to stay would not only have enjoyed their unique accommodation but all the other popular tourism services connected to the area. 

The knock on effect of not protecting these most British of establishments ripples out to the wider UK tourism economy. Fair protection is all we ask, give B&Bs equal standing to larger hotels and businesses that benefit from 100% small business rate relief.

Same job deserves the same grant.

Sign the petition to save the British B&B for many memorable holidays to come.

Follow the cause on Twitter (Bed and Breakfast Association @bandbassoc and @eighteen97bandb who tirelessly campaign for help #saveukbnbs)

Write to your MP and Rishi Sunak telling them how the initial grant and newly announced scheme will not be enough to save or B&Bs.

Update: B&Bs are still not being treated equally even after the government announcement on 2nd May which looked like a lifeline to struggling businesses but turns out to exclude 95% of those than need help.

  1. B&Bs are excluded from grants that the same businesses get simply because they pay business rates. (Unfair because many B&Bs legitimately pay council tax not business rates)
  2. Recent (2May) £600 million grant scheme was headlined as helping B&Bs paying council tax but turns out to exclude anyone eligible for self employed income support.
  3. Small B&Bs do exactly the same job as hotels, and larger accommodation businesses just on a more intimate unique scale.
  4. Failure to protect these infrastructure businesses risks ruining many other local businesses dependent on their guests.    

Working hard for you

Keeping Busy

So much is beyond the control of accommodation owners in this difficult time. Yet we hear so many inspiring stories of owners using their extra time to help their community while others offer accommodation to key workers or get on with renovations and tidy ups, ready for a return to business.  

We are positive, inspired and continually asking – What can we do to make a difference?

All working

“… the very best customer service…fees are very reasonable. … this family-run company has good morals and ethics.” (Lochinver GH)

You will be pleased to know that freetobook has ALL our customer service staff working from home helping your businesses where and when you need it.

Just as importantly, ALL of our developers are working from home creating the next generation of technology to make freetobook even better value with even more smart functionality.

Pay-as-you-go

“…we only pay for what we use nothing more, what could be fairer? Thank you freetobook for first class caring support.” (Drinkstone Park B&B)

Our unique pay-as-you-go cost structure means that many customers are paying nothing whilst business is low. We have no monthly charges and all costs are optional, so not only are we keeping going at full pace we are also literally sharing the financial pain in these difficult times.  

Offering real, honest value for money service and technology is at the core of any family business. We will never waver from supporting you to grow your accommodation business at the lowest possible cost.

“Changing over was breeze… up & running in a couple of days. … I appreciate not having to pay extortionate monthly fees.” (Foxhills)

“…very satisfied with their amazing service, and much lower costs. …their support, both online and over the phone, is incredible.” (Tyndale Boutique B&B)

New additions coming soon:

Updated hotel style diary with extra functionality, ability to create unit specific smart messages, split billing so guests can share parts of the same bill, new attachment types for smart messages, cobooking for a new way to find and book direct.

“…so easy to set-up, simple to work round and extremely user friendly. … we believe we’ve found the best and couldn’t rate freetobook more highly.” (Birklands GH)

Stay safe and well.

Price freeze since 2012

You might not know this but freetobook’s core functionality is exactly the same price as it was in 2012. Yes, we haven’t increased any of our prices ever.

How have we managed to do this? Well, our loyal customer base has grown to over 11,000 businesses world-wide!

Our paid services are optional and pay-as-you-go ensuring you only use what you need, no pressure from us. There are no tie-ins or set monthly costs regardless of your booking volume. You only pay for what you want, all the way from the free service to an all-in one singing and dancing system that does everything but make your morning coffee.

With many accommodation owners facing difficulties as a result of Covid19 you can rest in the knowledge that we are the best value system on the planet.  

Not only that, it just keeps getting better. Over the same period we have continually developed new functionality. It is in our blood to keep improving so almost every week we’re releasing new and better versions of our service, bringing more benefits to our loyal customers.

How do we do it? A key part is the massive savings we’ve made because we’re lucky enough to have customers who are really passionate about us, they’re our sales force. Hence, we don’t need a pushy sales team but instead can rely on recommendations from existing customers. If you’re not with freetobook…. ask someone you know who is!

A price freeze since 2012 with optional low cost services (pay-as-you-go) that are reliable and secure all make for an extremely compelling case to switch to freetobook. Couple this with our family company’s caring service and our 7 pledges of online booking and you’ll know we’re here to help you through these difficult times.

If you’re not with freetobook just register today – get up and running in a couple of hours.

Customers book on different sites, spread your bookings

Diversity is security. Relying on just one source of bookings is a risk to any business.

Your first priority is maximising direct bookings and it’s what we do best at freetobook. You simply can’t ever have too many direct bookings!

Channel Manager
Channel Manager

Next in importance, if you need more bookings than just your direct ones, is your channel bookings and your meta bookings**. Freetobook does the whole range of channels: Bookingcom, Expedia, Airbnb, Hotelscom, Agoda, HostelWorld, HRS, Pitchup and a few others in the wings.

For Meta you can use Google Ads (UK only, world-wide by summer) and TripAdvisor (worldwide).

The 3 biggest channels are Bookingcom, Expedia and Airbnb. If you only work with one then you’re in danger of that source being too dominant, one channel is not a healthy spread. Some customers prefer to only book with certain sites (like Airbnb) so you may just not be reaching them if you’re not on that channel. Also a specific channel may do something you disagree with (it’s not unheard of!), so having alternatives will help in these situations by providing resilience.

High Connection Quality

Freetobook is regarded as one of the most reliable and high service channel managers in the world. There’s a lot of high tech in action, making sure it works all of the time. On the service side, unlike most, we do all your rate plan mapping and pro-actively manage connections once in place. This hands-on human support and advice makes the all difference. We also provide you with tools to ensure your direct rates and direct availability are the best they can be.

A good healthy business mix includes a majority of direct bookings alongside a diversified strategy with Bookingcom, Expedia and Airbnb.

Google Ads in the UK

OTAs are not for everyone, some properties can manage to fill up without them and we support those efforts. If you want more exposure but at a lower cost than the OTAs we suggest Google Ads at 7% advertising. In our experience TripAdvisor advertising works best if you are not with any OTAs, if you are with OTAs then TripAdvisor is too high a cost.

If Google Ads and direct are not enough to fill up your property we would suggest a diversified selection of OTAs. These channels can be managed in a way that prioritises your direct bookings, you would expect nothing less of a family company like freetobook.

Google meta search
This is what Google Hotel Ads looks like – we call this **meta search

**Meta is a source of direct bookings from rate comparison systems. Examples are Google and TripAdvisor – They are NOT Online Travel Agents (OTAs) and you pay for advertising rather than commission. Your direct rates are shown alongside the OTAs (only if you are with the OTAs). Meta is most powerful when you are not with any OTAs – your direct rates then become the only rate Google shows !!

Google Hotel Advertising is here
Channel Manger details and pricing on freetobook is here
TripAdvisor advertising is here … (TripAdvisor is DIY you do it with them)

Links related
Freetobook 7 pledges for online booking (this shows how we are different)
Book direct images for your website, signature, facebook etc…

7 Pledges of Internet Booking (your perfect booking partner)

In the 21 years since our birth in 1998 we’ve learnt a  thing or two about making, managing and servicing accommodation bookings but the one thing we often get asked is: 

“what makes freetobook  different ?” 

freetobook is committed to:

  1. build booking technology that maximises direct bookings above all other bookings 
  2. continually develop, upgrade and improve for your business 
  3. listen, care about, support and advise you whilst building things to the highest standards both morally and technically  
  4. be the best booking system possible, to study and learn from other booking systems 
  5. protect you from powerful corporations that seek to manipulate and plunder your revenue
  6. never prevent you from leaving (by tie-in contract or any obstruction), instead we’ll learn why you left and improve to get you back 
  7. continue to make all paid services optional, clearly priced and listed publicly on our website, ensuring we advise honestly and openly as to their value and use to your business 

These aren’t some corporate bull,  they are part of our DNA, developed from  those that work with us and for us, those that support us to grow and all  those that used to work with us, they are our history and our future. 

The significant success of freetobook in business provides us with the luxury to always put  your interests first with fierce independence and a long term outlook  typical of family values that no corporate can afford. That’s what makes freetobook different. 


One of the winning valentine poems…

One valentines day a hotelier had the blues,
“Which channel manager should I choose?”
The OTA’s were leading them to booze!
But they were cheered up when they heard the news,

“freetobook” said a friend with cheer!
“they are really good, I have used them for more than a year!”
They are the best by far, never fear.
“they are there to help you, they are sincere”

from Blackpool based Topaz Hotel owner Danny Gee:

Guest messaging upgrade

Guest messaging for hotels, guest houses, B&Bs and cottages
Smart Messaging

Have you ever thought about how easy it would be for a guest to simply click a reply button to get in touch with you ? In the freetobook labs we have 🙂

Today’s guests expect so much and easy communication is now a given, looking for emails to reply to just isn’t good enough anymore. That’s essentially why we have upgraded the freetobook email system.

With the new smart messaging upgrade (which replaces emails) you can:

  1. Send guests automated messages as soon as they book or a set number of days before arrival or after stay.
  2. You can add gorgeous images to show off and boost your brand
  3. Increases your read and reply rate because its so easy to use.
  4. Quickly spot any failed messages and fix them instantly.
  5. Works with all bookings including OTA fake email addresses.
  6. Conversation thread keeps your chat together.
Smart messaging for automatic messaging of guests
Boost your Guest replies

Smart messaging is getting even better. In the next few weeks we will be adding “guest actions” where guests can interact with their booking through their smart message.

You can send them a guest action and they will be able to change it, the first one will be “arrival time” – guests will be able to click to re-confirm their arrival time and it will change automatically in their booking, no need for you to do any more work.

Smart messaging will keep getting better, just let us know what you want it to do for you. There are so many ideas just a taster includes Stripe payments from smart messages, branding for the messaging page so guests connect with your brand setting the scene for their stay.

Read about the 7 pledges that make freetobook so different. A high tech company with family values is a rare and wonderful thing 🙂

Maximise direct bookings

7 Pledges, here’s how you voted….

We asked you to prioritise these 7 Pledges, to re-order them according to your needs and your ambitions. That was no easy task… as many of you said, but that forced focus is what every good business requires if it is to improve.

So here’s how it unfolded, drum roll please…

Maximise direct bookings above all other bookings (35% of the vote)

This is music to our ears, we created freetobook to enable direct bookings on websites. We wanted to build a booking engine so any accommodation anywhere in world could get an account, set up and take direct bookings in under an hour – for free. That was case in January 2011 and it’s still very much the case now, indeed that’s why we called it “Freetobook”.  But there is so much more to do and we’re working on it. (some free direct booking images for you)

Continually develop, upgrade and improve functionality came second (with 26% of the vote)   

Advanced Messaging
keep developing never stop

We are here 21 years down the line simply because we’ve always believed we can do it better, we must do it better.  Our “creative” drive demands that we look for solutions to difficult problems. We also enjoy that process, it’s terribly rewarding. This means that we don’t accept and settle in a comfort zone but continually look around appraising the changes to your environment.

Listen, care about, support and advise your business (17%)

This is the “easy” bit for us, as a family business we find it a very natural function yet we value the importance of it. Our support team have an amazing record only because they care. We are not here to serve ourselves so it’s important that we listen and feel confident to advise when required.  Having the commercial freedom (of a family business) means we don’t compromise in our service and advice we offer.

Keep learning to be the best booking system possible (9%)

everyday is a school day !

We will. Aiming to do your best is always a great place to start and we are fortunate to work with 1000s of customers who believe the same. Over the 21 years we’ve seen a lot of changes so we’ve had to keep learning new things.  We have always looked for and admired great technology.

Protect you, keep things optional for you and not tying you in (altogether got 13%)

Our independence is a choice, just like yours. We have seen enough stuff that does not impress us to know that we must always be clear, open and genuine in what we do and what we offer.

Protecting independence results in more money staying local and being re-invested locally in businesses. We live in times where technology is enabling money to move across oceans far far away from where it was generated and without any chance of businesses or governments being rewarded for their investments.

So where do we go from here?

smart messaging for accommodation owners
smart stiff to boost your connection with customers

The great news is that we are already working on some new technology to help increase direct booking, this includes better measurement and analysis of the current situation. Other developments will become clearer next year and we trust we can count on your support to get them moving.  There is much work to do!

Thank you again for voting and for your many appended comments. As usual there were masses of amazingly supportive ones, as well as some great suggestions.

Here’s a small selection of what people said against the various votes….

“We know you are the best out there, you have been amazing for us. Helpful and progressive.”

“All of the above are highly important. Thank you for giving them focus.”

“… really excellent customer service, feel like I’m contacting someone in my own company!”

“Would love it if freetobook was more mobile friendly or had a full App.”

“Good to see an honest and ethical organisation.”

“Still love freetobook and even more so since I joined stripe.”

“Thanks so much for your amazing service you have revolutionised the way we do business…”

“More reports, like annual and monthly.”

“Get the OTAs out of the booking loop as the charges are criminal.”

“Best booking system on the net.”

“…great system – tried all the others !!!!”