Smart messaging says it all

smart messaging for accommodation owners

When you are looking to stand out in your guests mind then get messaging. Smart Messaging will take your communication with guests to the next level, making messages and stays memorable.

Freetobook Smart Messaging is your work horse taking the hassle and bore out of email communications. It replaces the old email system with a simple and intuitive interface that your guests can engage with, whilst making your administrative work quicker and simpler.

First up: you can set automated messages to go out before and after the guests stay. No need to worry about sending critical information.

Add images: spice up your message with gorgeous images that show off and boost your brand.

Communicate: a smart message thread is available to the guest making replies so easy and your interaction so natural.

Emojis: it’s brilliant when guests start sending emojis, it means you have connected in a fun and friendly way.

Spot any fails: you’ll see a failed message immediately so you can fix the email address that notifies your guest of a new message.

All channels: you can Smart Message all of your bookings as long as they have an email address (even to the fake emails from the OTAs).

Freetobook customers can setup Smart Messaging in matter of seconds in the “PLUS” tab. For properties not yet using freetobook, why not signup today and enjoy all the marvelous solutions we provide for accommodation owners worldwide.

The Smart messaging system is getting massive investment from us, there are already over twenty new features waiting to be implemented. These include “guest actions” where the guest can change their arrival time or other interactions with their booking.

We really believe the freetobook messenger will help you communicate better and save time… so we will continue to make it even better.

Not sure about freetobook ? Read our 7 pledges to see what makes us so different.

Airbnb fully connected

Professional accommodation businesses welcome on Airbnb!

Airbnb API connection

Airbnb’s changed from its early days. It’s worth reflecting on how these changes could attract new customers for you.

Hotels, Guest Houses, Hostels, Glampsites and professional B&Bs are welcome onto the Airbnb platform along with Cottages and other self catering accommodation. Its safe to say that Airbnb has changed to open up their listings and provide more choice for their customers.

You will attract a different type of guest on Airbnb typically they will be younger and booking closer to arrival;

  • About 40% of guests that book on Airbnb are aged between 25-34 years, this is quite a bit younger than typical bookers from other sources.
  • Last minute bookings are a big thing on Airbnb with about 40% of bookings being made fewer than 15 days before arrival. A great way to fill some gaps.

Don’t forget business people also form a significant part of Airbnb’s customer base. Airbnb is quite an attractive site for a number of business travellers looking for the sort of experience only independently run businesses can provide. These are more likely to be new customers that might not find you if it wasn’t for Airbnb.

Many of you are already aware that freetobook and Airbnb are now connected for updating rates, bookings and availability so you don’t need to worry about double bookings or double entry.

Like all of the services we offer the Airbnb connection is optional, you can find out more about how to connect from your Tab “Plus”, select the “Airbnb” section.

If you are not yet with freetobook then find out what makes us different – see our 7 pledges, born from our 21 years in the accommodation booking business.

7 pledges of internet booking

Our promises

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 ?”

It is a tough question (if you really care about it) and after this long in business we had better have a good answer! In a perverse kind of way it’s actually taken 21 years to really find out who and what we are.

Some soul searching and chat in the office led us to seven key points that we would love to share with you as “pledges”. We believe what makes us a great company to work with is that we genuinely (and always) pledge to:

  1. listen, care about, support and advise you whilst building things to the highest standards both morally and technically
  2. continually develop, upgrade and improve for your business
  3. build booking technology that maximises direct bookings above all other bookings
  4. protect you from powerful corporations that seek to manipulate and plunder your revenue
  5. be the best booking system possible, to study and learn from other booking systems
  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

Note: the order of these pledges are as they came to us, we’ll shortly be asking our customers which are the most important to them then re-order accordingly.

These aren’t some corporate bull, in fact they have always been guiding us we just haven’t really thought much about it. 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.

Stripe card payments now even better

Stripe, is fast, secure and easy to use. It enables businesses all over the world to transact credit cards. Freetobook’s customers just love our integration with Stripe (Over 90% said it was good for their business)

Over two thousand freetobook customers use Stripe as their card processing system, it accepts Visa, Mastercard, American Express and recently added ApplePay and GooglePay.

Top 5 reasons to use Stripe for your card payments:

  1. Quick and easy to setup – Just head to the “Pay” Tab in your freetobook account and get started !
  2. Low Cost – In Europe charges are 1.4% for European cards and 2.9% for non-European cards plus 20p per transaction
  3. No Monthly charges – Stripe only charge for the transactions you make , simple Pay-as-you-go, with no tie ins.
  4. Secure – 100% PCI compliant for all transactions, no horrible forms to complete.
  5. All Cards – Transactions can be online, by phone or via Bookingcom and Expedia, Stripe works for all cards.

At freetobook we rarely rave about anything quite as much as we do about Stripe. You might ask why ? The answer is simple, because our customers love it ! We even offer a 30 day money back guarantee* so you have no risk in trying it.

Some quotes from current customers will give you a flavour of the Stripe service.

“It has reduced our costs and offers peace of mind.” (The Cardinal’s Hat)

“Absolutely love it (Stripe). It has changed my life. It is so easy, great when people cancel, works fantastic… Much less admin for me. It’s a win, win all the way” (Holly Tree)

“Love it – all automatic, and you know if cards securing reservations are valid cards, you can also charge guest stays using the system. Well done freetobook! It so easy to set up and maintain even older users like me have mastered it simply like all freetobook products we use…” (Avlon House B&B)

*freetobook charges an annual integration fee of £89 which provides you with all the great functionality of Stripe from within your freetobook account.

Join thousands of freetobook users and improve the speed and ease of your payments today by adding freetobook Stripe integration! Click the PAY tab when logged in to your freetobook account.

Coming Soon: Upgrades in the pipeline include pre-auth functionality so you can automatically pre-auth a card to make sure the customer has the funds to cover their booking before they arrive.

TripAdvisor Ranking Tips

Recent research on reviews makes interesting reading and helps guide you on how to improve your ranking within TripAdvisor, Google and any other review sites.

TripAdvisor for business

Good reviews are important, we all know potential guests read and compare reviews before making a decision to book. Maintaining this good reputation has a significant bottom line impact.

Giving good service is always going to be the best way to get great reviews. As the host you’re the one in front of the guest and that makes all the difference … giving you a real advantage over corporate hotel chains. There are however a few tricks that can help bend the curve in your favour because having brilliant service on its own might not generate enough reviews. There may be some gentle prodding required to keep a fresh flow of reviews.

Let’s take a look at a few of the issues. Firstly, WHY you should have a good set of recent reviews, HOW to get them and finally a trick or two to encourage those that you know will REVIEW YOU WELL. We’ll also touch on the danger of putting review links on your website that take possible guests off to another website (where they’re encouraged to book an alternative!)

Why should you try to get a good set of recent reviews ?

1) Fresh reviews are the most important, about 40% of customers only look at reviews from the last few weeks (huge increase from only 18% in 2017). This has a positive impact on hosts that encourage guests to review because they tend to have a constant stream of recent reviews.  

2) TripAdvisor gives higher weighting to the most recent reviews and lowers the importance of older legacy reviews. Favouring newer reviews makes sense because guests want the most up-to-date picture of their potential stay.

3) Getting lots of recent reviews acts as a kind of insurance policy against the (inevitable) odd bad one. If you are unlucky enough to get a poor review amongst all your brilliant ones, it’ll soon sink out of sight if you keep getting new reviews.

4) Properties with more recent reviews will rise-up the ranking compared to those with the same score but older reviews.

How do you encourage guests to post reviews?

A certain number of guest will be regular reviewers and won’t need any nudging, but the majority might need a little prod to post a review. There is no shame in asking for a review, every business needs to know how they’re performing – your guests understand this.

To encourage reviews you could print little business cards with your TripAdvisor link (and maybe an direct booking discount offer for next time they book). Alternatively, you could email or message them after their stay. A little bait sometimes helps so why not use a PromoCode to give them a special returning guest discount?

How do I filter out the best customers to ask for a review?

Your booking system may have its own automatic guest feedback built in? A very effective strategy is to use this initial feedback by thanking them for the great review and asking it to be placed on TripAdvisor. By doing this you are filtering out the best reviewers which will over time boost your review score.

Top Tip: Respond to your reviews on TripAdvisor, Google and others.

Did you know that 89% of guests read the responses to reviews? Replying shows you care and helps you understand precisely what made the difference in the eyes and words of your guests … marketing gold.

This is great news for independent properties because it’s usually the “hosts” that are the differentiator, it’s not the free wi-fi, parking or the marble lobby that get mentioned, it’s YOU the host that makes the stay truly memorable.

Top Tip: Use technology to free yourself to do the important things.

The best hosts use technology to the max – they let their booking engine do the bookings, process payments, update channels etc. investing the time saved delivering a unique memorable experience.  This pays off with a great reputation, more bookings and higher prices.

Top Tip: Review widgets on your website can be tempting…. and costly!

We all want to show off our great review scores but please make sure your review widgets don’t lead guests to a page where they book another accommodation. So many properties just put the review link on their website, leading potential guests off to book with an OTA (at commissionable rates) or not at all. Check your website today, follow the links to see what your web visitors see and where they go, you might be shocked.

Direct booking review widgets are good and freetobook have just launched their new responsive and customisable review widget. 

At freetobook we’re constantly working to free up your time so you can spend it giving guest an amazing experience. We automate payments, guest feedback, online bookings, sending messages, channel management… and so much more.

share best practise

We’re family run and independent to the core, always searching for ways to support direct bookings.

Your B & B Business and SCA

New Payment Security Measures that WILL Affect Your Business

SCA (Strong Customer Authentication) measures have now come into force as part of the Payment Services Directive II (PSD 2), a European law that all UK banks will be using (and yes this will remain in effect despite Brexit) to prevent fraud.

What does this mean? Overall these measures will significantly improve the security of payments. Sadly Some of the OTAs have misrepresented the situation for their own gain. It is important to note that SCA ONLY applies to cards typed in online by the customer, all other card transactions are exempt so you can continue payments in exactly the same way you did prior to SCA.

What’s ’strong’ about it?
The ’strong’ in ’Strong Customer Authentication’ means that the person using the card online has passed at least two of three ’proof points’ confirming they’re the owner of the account.

Those three points are:
Knowledge (knowing Password or PIN)
Possession (having their card or phone with them)
Inherence (being able to prove their identity through fingerprint or facial recognition).

Direct bookings via your website’s booking engine:
These are relatively straightforward, at the point of booking online the card issuing bank will now ask your guest for 2 of the 3 security points so you will be certain the payment was made by the owner of the card. Stripe and FabPay will take SCA details and confirm the identity of the card holder for you.

Channel bookings from Online Travel Agents (OTAs):
Where you get the customer’s card from the OTA this will be exempt from SCA. Any payments you take from the card will be Card Not Present (CNP) or Mail Order Telephone Order (MOTO). These transactions are treated by the banks in the same way as they were before SCA so there is no change at all.

In the same way as channel bookings, payments where you type the card into a terminal or virtual terminal don’t fall under the new SCA measures as they are a Card Not Present (CNP) or Mail Order Telephone Order (MOTO) payments, that is to say they are exempt from SCA. These transactions are treated by the banks in the same way as they were before so there is no change.

Here at freetobook we offer property owners a number of secure payment options including Stripe and FabPay all of which are 100% SCA compliant for all types of payment.

 

 

The best hosts use messaging

Advanced Messaging
Advanced Messaging

At freetobook we really work hard and pride ourselves in the solutions we build to help accommodation owners manage and grow their businesses. Such a large part of that is the communication you have with your guests. We asked how can that be better? Much, much better?

We are super proud to release our latest piece of work which takes messaging between you and your guests to a new level. The best hosts focus on ways to make their customer’s stay amazing and memorable. That’s why they are the best, guests enjoy their stay so much they want to come back and love sharing the experience with others in reviews and recommendations, building reputation and brand.

The critical parts of the experience start with the anticipation and build-up followed by the stay itself and the after-departure feedback. From the moment they book to the end of their stay you will want your guests to have the maximum you can offer. When you put guest communication as a core part of the service at each point of their journey you increase the likelihood of a happy customer.

It’s about giving your guests the right information before they even ask for it and finding out what guests want from you in good time and in a way that suits them. Email just doesn’t cut it anymore, messaging makes communication more immediate and intimate and that makes guests feel special.

To say we have just created a messaging system is a massive understatement, advanced messaging is the first version of a happy guest generator which we will continue to build on. We are certain that using advanced messaging will grow your guest relations and boost your direct bookings.

Freetobook customers can setup advanced messaging in matter of seconds in the Tab “Plus”. For properties not yet using freetobook, why not signup today and enjoy all the marvelous solutions we provide for accommodation owners worldwide.

Messaging vs Email 

 

It’s easy to follow a message thread making communication natural, informative and fun.

(email is clunky and disjointed with no connection to what has already been said)

 

Messaging can be automated and include images, in the flow – so you look like a pro !

(email image attachments don’t look good and sometimes don’t even download)

 

Get more replies to messaging with the easy one click reply button. Your conversation flows and the best connection is made with your guest.

(email is tricky for customer to reply to, which email ? where did I put it ?)

 

It’s easy to know when a customer has opened your message, you can easily see if it has been read, or if the message failed.

(email is different on everyone’s browser so its difficult to know if your email has been received or not.)

 

Freetobook customers can setup advanced messaging in matter of seconds in the Tab “Plus”. For properties not yet using freetobook, why not signup today and enjoy all the marvelous solutions we provide for accommodation owners worldwide.

Switch tips for new customers

Switching your booking system can be a lot easier than you think with our switch team.

User friendly websites
User friendly freetobook

Reliability, trust and cost savings can all make a big difference to your business and your happiness!

1. No Monthly standing charges

As a family business we believe all customers should pay for what they want and that nothing is hidden. Our pricing is optional, clear and openly listed on our website, it has always been this way. Prices and what you get for free

(other companies don’t show prices on their website because they want to charge you more or pay oily sales people high commissions to get the sale!)

2. No Minimum contract terms.

At freetobook we guarantee you will love our service, but just in case you don’t you’re not locked in, you can leave whenever you wish; we will never make it difficult, our customers stay because they want to.

(other companies tie you in to make it difficult to leave without penalty, that’s a trick we would never play – it just would not be trust worthy)

3. UK based support system

Customer service at freetobook is second to none – give us a ring and you will be connected straight to our expert support team in Glasgow.

4. Free online booking system

Unlike other booking systems we provide a high quality booking system free of charge so you get to fully use our system before you decide to opt in for any of the paid services which are completely optional and include a brilliant channel manager (Bookingcom reliability score 99.97% on 13 Jun 19) or a great low cost payment system.

5. You’re in control

Your business, your decisions. With freetobook you have control over all aspects of your online booking. You can decide to sell lower prices on your own website or have better availability on your direct booking channels…plus so much more.

 

” Wow this is amazing!! We have just reached 100 bookings in the last 30 days on the freetobook system. Thanks for starting it all off, and can you thank the ladies in the office for help setting up. I wish we had moved years ago!! ” (Adrian at Seed Hill)

Thinking about switching to freetobook ? why not try it out today …

Airbnb Channel Manager connection – Summer launch

A full two-way Airbnb Channel Manager connection is being developed for freetobook customers. Airbnb will soon join the many other channels available on freetobook including Bookingcom, Expedia, Hotelscom, TripAdvisor, Agoda, Hostelworld and many more.

Over the last few years we have watched Airbnb grow. Many freetobook customers are already using Airbnb and more would probably like to.

This month we started a full integration for a two-way channel manager exchange so that bookings, rates and conditions on your Airbnb account can be managed from within freetobook.

We expect to be ready with the Airbnb integration within two months so if you are interested in connecting keep an eye on our emails and sign up for a listing if you don’t have an Airbnb account.

Recent releases

New group booking process is live. When you go to add manual bookings in your freetobook diary you will find a slick new process to add bookings for any number of units making it quick and easy to add single unit or group booking.

 

Mobile app for Apple and Android will notify you of new bookings, modifications and cancellations. While the mobile app is very simple (it’s a first release) it’s perfect if all you want is to get booking alerts on your smart phone.

Other developments 

We also have a fabulous automated messaging system in the development queue for release in the next few months. The new messaging system will enhance your ability to communicate with your guests and save you invaluable time with automated messages.

 

Airbnb and freetobook

Airbnb connecting to hotelsIn an open letter this week to boutique hotel and B&B owners, Airbnb have just announced that going forward they want to ensure that small business owners have access to their community of travelers. Airbnb has always been a favourite of thousands of freetobook customers; over the years a large number have registered with Airbnb and use it as a great source of bookings. It’s good news that small hotels, bed and breakfasts and unique properties are now officially recognised and welcome to the Airbnb site.

Freetobook has always been a supporter of unique, independent, interesting and diverse accommodation; these are values we share with Airbnb, so its no surprise to us that so many of our customers enjoy bookings from them. Together we celebrate and support diversity, uniqueness and personal hospitality; after all, despite our size we too are a family business passionate about our customers and what you do.

There is another reason we support Airbnb for our customers. Over the past years the big OTAs have gotAirbnb API connection bigger, they continue to grow, and their commissions are cripplingly high to so many small businesses. Compared to the OTAs Airbnb has a far lower commission to accommodation owners, which gives you a welcome choice.

At freetobook we support diversity of bookings, encouraging our customers not to have all their eggs in one basket and to be over reliant on one big OTA. Airbnb is a competitor of the large OTAs and therefore an additional independent source of bookings that can help make the booking environment healthier with more players.

Thousands of freetobook customers already list on Aribnb and update their availability using our iCal feature. We are in discussions to enrich the functionality of our connection with Airbnb and help our customers get even more out of the Airbnb connection. Further news of this will be announced in the future.

Now that they are expanding their customer base to include boutique hotels and B&Bs, Airbnb are looking for new properties to list. If you’re interested in lower commission and diversifying your booking sources, check out Airbnbs list of standards to make sure it’s the right fit for you and your property. Airbnb are selective about the properties they include so you should read their creteria before registering (see 1 below)

If you are interested in becoming an Airbnb customer (or already are one) you can link your availability from your freetobook diary (you can only do this after you have an Airbnb listing).

Just to recap:

  1. First you need an Airbnb account, check Airbnb criteria here
  2. If you fit their requirments then request an account as a professional listing “hotel”.
  3. After requesting an account Airbnb will check if you meet their criteria and approve or reject your request.
  4. Once you have an Airbnb account you can update your availability using freetobook iCal