On-Trip Competitor Benchmarking, Part 2

Part
01
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Part
01

Booking.com User Communications

Booking.com's post-booking communications provides information about check-in times, property directions, and other pertinent information, for the guests stay, as well as responses to customer questions and requests. Customers are also given access to a special QR code that grants access to special events, deals, and discounts. Their on-trip communications focus on property concerns or requests from guests to delivery of local information such as venues and restaurants. These communications can be delivered through external partners, individual providers, and through apps and tools provided by booking.com such as chat bots. Their post-booking and in-trip communications are summarized below.

Pre-Trip and Post Booking

  • Unlike most digital companies, booking.com uses a mix of multi-channel marketing to keep key destinations in the minds of those booking in six months in advance, and social media platforms such as Facebook remain a great opportunity for targeted ads.
  • Chat bots are used as booking agents and make the journey online and on-trip. In some instances, people wait until the last minute and depend upon recommendations of sites like booking.com to make some decisions such as their destinations.
  • Booking.com is constantly measuring data and looking at what customers want from their site and their online behaviors to improve the customer experience by delivering personalized messaging, even after accommodations are booked.
  • The business platform is designed specifically for travel organizers and individual travelers, and allows for quick access to accommodations that meet specific requirements, such as WiFi, and others that are important for business travelers.
  • Once travelers have booked a stay, they receive an invitation email that grants them access to participating venues and attractions via their own unique QR code, which is automatically linked to their credit card. Booking Experiences is available in 43 languages and is live in over 60 international destinations across the world.
  • Forty-seven percent of travelers enjoy new innovations such as keyless entry to booked accommodations. The BookingSuite App helps providers to deliver "seamless, technology-enabled travel experiences" from the property level after booking. The BookingSuite App offers services to manage booking to on-trip to post-trip interactions including property websites, price optimizations, guest reviews, online check-in, upsells and promotions, and in-stay services. This year the app will launch in other markets in Europe, Asia, Oceania and the Americas and is currently available for accommodation partners in Austria, Belgium, Croatia, France, Germany, Greece, Ireland, Netherlands, Poland, Portugal, Spain, Switzerland, and the UK.
  • BookingSuite also creates personalized websites for providers and handles communications after booking such as confirmation emails, however providers also use partner websites to handle bookings and communications.
  • Booking.com provides tips for providers regarding pre-stay communications post-booking to include setting up automatic welcome messages on the extranet that share check-in times, property directions, and parking; reply to guest requests promptly; and create automatic replies for common questions and requests.

On-Trip

  • The company uses a strategy to measure and test responses to determine the appropriate level of customer interaction and push notifications to maintain a balance of being helpful yet not annoying.
  • Customers can interact with the site while on their way to their accommodations and while out and about looking at tourist attractions or landmarks, and they can order room service, make reservations, and concierge services to create more personalized experiences.
  • Modern customers, but more specifically Millennials, use mobile technology at the moment and are more likely to travel without a plan, depending on their smartphones to deliver services in real time. Booking.com aims to engage with them in the moments they need them most, as 47% of global travelers desire technology to improve their travel experiences.
  • Booking.com launched a Booking Experiences tool for customers to discover the best their booked destination has to offer by using AI technology to predict the intentions of individual travelers and create personalized experiences on demand. By entering a QR code on the app, they can gain instant access to participating venues and attractions. The Booking Experiences tool was launched in the U.S. in 2018, in collaboration with DJ Khaled to help users find the best experiences while enjoying hassle-free payment, priority queing at attractions, and exclusive deal and discounts all via cellphones.

Common Customer Questions

  • The Booking Assistant and chat bot are built completely in-house to complement their already robust customer service support and gives the customer first-line support for questions about their upcoming bookings and common stay-related questions. These tools are used to answer frequently asked questions regarding payment, transportation and parking information, arrival and departure times, date changes, cancellation requests, extra bed requests, pet policies, WiFi and internet availability.
  • The chat bot can respond to frequently asked questions automatically in less than five minutes, and the Booking Assistant app is available on the mobile app, the website, and through Facebook Messenger.
  • Common questions for customer service include cancellations, payments, booking details, communications, room types, pricing, credit cards, property policies, extra facilities, and referral rewards. Some of these requests are better addressed by contacting the property provider directly.

Part
02
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Part
02

OYO User Communications

Post-booking pre-trip communication between OYO and its customers is done through the OYO website, mobile application or call centers. A few customers have complained about poor hosting services and the lack of communication between them and OYO. Other customers were pleased with the OYO platform and found their hotel satisfactory.

POST-BOOKING PRE-TRIP COMMUNICATION

  • After booking but before the trip, the customer receives an email from OYO with the property's address.
  • The customer receives a text message that confirms the booking with a link to a map of the OYO they have booked. This text also includes the OYO property's address.
  • Because it uses Google places, the OYO mobile app can assist the customers with the directions to and location of the property booked.
  • After booking, the customer can make revisions or cancellations through the website or mobile app. Additionally, customer care representatives will help with any revisions or cancellations.
  • Based on customer reviews, there are no problems in the post-booking, pre-trip communication between the customer, OYO, and the host.
  • According to Shreerang Godbole, the VP People Operations at OYO, the OYO Assist in-app service is meant to improve services offered including booking modifications, inquiring about OYO, asking about hotel-specific policies, making refund claims, or lodging complaints.

ON-TRIP COMMUNICATION

  • According to a customer, offline support is not easy, as you will have to look for internet access in remote places.
  • Some customers complained that the description of the hotel provided by OYO did not match the actual appearance of the hotel. Because of this, these customers expressed disappointment.
  • Customers can always access customer service through the OYO app.
  • Some customers complained about the host not being aware of their booking, forcing them to different hotels.


CHECK-IN PROCEDURES

  • On the day of the check-in, the customer receives a message via text or WhatsApp message to give directions to the hotel that they have booked.
  • The OYO app provides the customer with clickable maps that assist with navigation to the location of the property.
  • Upon arrival, the customer needs to provide the confirmation email/booking ID sent at the time of booking along with an ID that displays the customer's address.
  • Check-in time is 12:00 PM.

SECURITY AND CHECK-OUT

  • One customer complained about the limited assistance from their host while checking in. They also complained about the slow response from OYO.
  • Check out time is 11:00 AM.
Part
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Part
03

MakeMyTrip User Communications

While MakeMyTrip claims that its liability is limited to providing the user with a confirmed booking (as selected by the user), customers often contact customer service via toll-free numbers and email addresses in order to make support inquiries. Customer inquiries regarding receipt of the reservation confirmations, and changes or cancellations in the reservations are the kinds of issues customers typically have post-booking pre-trip and generally with dissatisfaction about the received services on-trip.

POST-BOOKING PRE-TRIP COMMUNICATIONS

  • MakeMyTrip claims that their liability is limited to providing the user with a confirmed booking as selected by the user.
  • After MakeMyTrip receives the reservation, they send an immediate e-mail confirmation. This e-mail includes itinerary details and ticket price. The reservation may also be confirmed online by accessing the "My Itinerary" section on the home page.
  • If someone needs to change their flight arrangements at any time, MakeMyTrip requires them to email or call them. Based on the nature of the request, MakeMyTrip advises customers regarding the procedures for the required changes.
  • MakeMyTrip home delivers the flight tickets by Elbee/Airbourne Express or certified mail to the top 500 cities in India. Payments can be made by cash, check and/or draft.
  • After a flight ticket is canceled, the accounting section at MakeMyTrip sends the ticket through the BSP (Billing and Settlement Plan) and then sends the debit back to the airline and requests a refund. Therefore, it takes 3-4 weeks before a credit note is issued.
  • Specific hotel information such as property addresses and phone numbers, amenities, transportation to/from the airports, and other details are available online.
  • In case of car rentals, MakeMyTrip assures that rental cars reach the pickup point half an hour before time; however, they also advise customers to dial the number of the local representative shown on the voucher or call their toll-free lines if the guest is unable to reach or locate the chauffeur.
  • Various instances were identified in customers' reviews where no leverage was offered on immediate contact where users inadvertently booked incorrect dates or times. The customer service team simply offered to cancel and wait for refunds (as per previously advised time frames and policies) and make another booking as per the required dates and times.
  • MakeMyTrip offers a "zero cancellation option", at a nominal price which ensures that the guests get to travel on their own terms.

ON-TRIP COMMUNICATIONS

  • MakeMyTrip offers to make the arrangements should a friend want to join the vacation package the guest is taking, but the guest is midway through the tour (subject to availability). MakeMyTrip advises guests to mail their requirements to info@makemytrip.com and provide them with the addresses and phone numbers. A customer service agent then contacts the guest about the arrangements and the costs.
  • As per review of the Consumer Affairs forum, multiple users of MakeMyTrip have complained that the amenities offered during their stays were not as promised and the customer care was not supportive post-booking; noting to have been given the run around rather than being offered feasible solutions.
  • Some customers note that in cases of dissatisfaction with the received services, refunds were denied with the company reiterating the non-refundable terms and policies.

QUESTIONS CUSTOMERS ASK

  • "How do I know my reservation is confirmed?"
  • "What if I need to change my flight arrangements?"
  • "Can you issue and deliver tickets for my parents/friends in India if I pay for them from outside India?"
  • "I have sent a ticket back to you for a refund. How long it will take to credit my card?"
  • "How will my flight tickets be delivered?"
  • "How can I find out more about the booked hotel?"
  • "A friend wants to join the vacation package I am taking midway through the tour. Can you arrange that?"
  • "If a car doesn't reach a pickup point or is late, what do I do?"

RESEARCH STRATEGY

In order to understand MakeMyTrip's customer communications, your research team focused on post-booking pre-trip and on-trip communications. We commenced with resources on the company's website such as its blogs, frequently asked questions, and terms and conditions. We hand-picked information pertinent to post-booking pre-trip and on-trip communications, such as locations/directions, check-in/-out instructions, when and how they send the communication, and how customers contact the booking platform, the property, or the host. In order to address what kind of questions customers typically ask, we included some frequently asked questions pertaining to post-booking pre-trip and on-trip queries. With the goal of presenting a comprehensive report on the subject, we leveraged the reviews and experiences posted by users of MakeMyTrip on review websites such as Trustpilot and Consumer Affairs. We studied multiple reviews posted by the consumers in order to locate the communications and the level at which these communications took place between the company and the traveler. Multiple reviews were analyzed which helped describe the communications between the traveler and the company.

Part
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Part
04

Alitrip User Communications

Fliggy, formerly Alitrip, mainly uses online apps to communicate with their users. Fliggy uses Taobao for their users' on-trip needs and Alipay for post-trip payment transactions and for checking the merchant information in user's destination. In China, Fliggy works together with some of Marriott's properties to give their customers digital experience like face-recognition during check-ins.

OVERVIEW

  • The target customers of Fliggy (or Feizhu), which means "flying piggy", are the affluent, Millennial Chinese travelers who want to discover different destinations.

ON-TRIP COMMUNICATIONS

  • Fliggy uses Taobao and Alipay to communicate with their users, letting them check-in using the apps, purchase their on-trip items, or pay after their check-out.
  • Users can also access an online marketplace for their needs while on-trip through Taobao and then make a transaction payment through Alipay.
  • Fliggy introduced a feature enabling the user to scan any logo and use augmented reality to check any item detail.
  • Through Alipay, Fliggy users can receive the merchant information of the destination or search for other merchants available in the app.

COMMUNICATION FOR PROPERTIES IN CHINA

  • In two international properties of Marriott in China, facial recognition is used for check-in as the companies work with Fliggy.
  • Guests only need to scan their IDs, have their picture taken, input contact details, then a room key card will be dispensed when verified.
  • Among the Marriott properties, 1,000 of them use PPP (Post Post Pay), the mobile service of Fliggy, which enables users coordinate with hotels without having to pay any deposits. Charges and expenses are settled post-trip.

Research Strategy:

We initially checked the official website of Alitrip but due to the language barrier (the website was in Chinese), we could not identify details about the company's customer communication system. Additionally, the official website did not appear to have sections specifically focused on post bookings and pre-trip communications. We also checked review sites and community forums to determine if there have been any reviews pertaining to how Fliggy communicates with its users. However, the reviews often mentioned that the site was inactive. However, we did find that Fliggy's user engagement tool was still in development, so users solely rely on the platform to book the trip.



Part
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Part
05

Qunar User Communications

Qunar typically communicates with its customers via a series of direct mobile messages. More information about this research and its additional findings are presented below.

POST-BOOKING PRE-TRIP COMMUNICATIONS OF QUNAR

  • Post-booking pre-trip communication of Qunar generally includes a mobile message (SMS) to the mobile number of the customer.
  • Qunar customers receive a series of messages on their mobile devices which includes details like the expected date of issue of the travel ticket and flight waiting times.

ADDITIONAL FINDINGS ABOUT QUNAR

  • Qunar’s customer service team accepts consumer feedback, complaints and issues via email.
  • The company has a dedicated email address to answer queries related to anti-fraud reporting.
  • Qunar ticket registration services require customers to register before booking tickets.
  • Qunar sends the ticket price that meets the reservation conditions to designated email addresses (or via SMS to mobile devices) to help their customers save time and effort on finding low-cost tickets.
  • Qunar also gives an SMS login option where customers need to provide a Chinese phone number and an OTP (one-true-pairing) sent by their phones.
  • Qunar will also send ticket reference numbers via SMS to registered mobile numbers.
  • Qunar’s website provides question categories related to hotels, tickets, holidays and memberships for its customers.
  • Qunar provides domestic and local coverage through its entire platform and website and to its mobile clients. These information services include searching for foreign airfare, hotels, vacations, group purchases and travel information, as well as helping travelers find cost-effective products.

REVIEWS ABOUT QUNAR

  • Qunar has an average rating of 3-stars on the Trustpilot website.
  • One user described a bad experience with Qunar and provided feedback saying "Qunar travel booking is full of fraudulent agents."

RESEARCH STRATEGY

Information on Qunar's customer communications (like on-trip communications, overview of the kind of questions asked by customers, offline on-trip communications, etc.) was not available. The first strategy employed by your research team was to look up information directly on the Qunar website. We searched for information on pages like contact us, press releases, company blogs, etc. With this strategy, we were able to find information on how customers can contact Qunar for any feedback, complaints, and receipt of booking details. However, there was no information on how Qunar communicates to customers while on-trip.

Then, we searched for information on travel review websites like Trustpilot, TripAdvisor and Reviews. This strategy did not prove to be as beneficial as desired because there was no information about the on-trip communications Qunar uses or the kinds of questions asked by customers. We thought that this strategy may have worked as customers would have shared about the experience of using Qunar for travel bookings and would have published information about communications, but instead, we found only information about the booking experience and feedback.

Our next strategy was to look for information on websites that specialize in the travel industry in China. We looked for information on sites like China Travel Discovery, China Travel News, and Jing Travel, among others. But even this strategy did not provide the required information. At most, we could only find information about the Qunar company profile and its competitors. We hoped this strategy would have worked since travel sites usually publish information about a company in their publications and would have published information like on-trip communications and offline on-trip communications.

The final strategy was to search for information on travel blogging sites like SKMLifestyle, Travel China Guide, and Travel Sense Asia. This strategy worked to an extent as we were able to find information about Qunar's post-booking pre-trip communications. However, there was no information about on-trip communications or offline trip communications. Our aim behind this strategy was to search for blogs written about Qunar company employees and to search information about user experience, questions asked, and communication processes used to contact the company which would have delivered helpful insights since users share and write blogs about experiences to help and attract blog readers.

Since the only information available was limited and solely on Qunar's post-booking pre-trip communications we determined that there is no information available online about the on-trip communications, offline on-trip communications, or questions asked by customers.

Part
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Part
06

Tujia User Communications

Tujia's customer information about communications with clients post bookings and on-trip communications is not publicly available. Some relevant information about the company is provided below and explains why client communication is not available.

Information about Tujia

  • Tujia employs about 1,500 members in Chinese cities that offer offline services including housekeeping.
  • Tujia's call center operates as a one-stop service professional team to assist guests from booking to check out.
  • They supply hotel standard toiletries, linens, and supplies to every listing
  • Users can choose from top cities, featured homes and accommodation categories on their site including: seaside vacations, villas, apartments, B&B’s, and more.

operations

  • Tujia provides services tailored to Chinese travelers and in line with the Chinese culture.
  • Because Chinese travelers have trust issues with staying in private homes and because they expect a high level of service, Tujia ensures high standards are met.
  • The company has local teams that personally inspect and verify each listing, ensure the posted photos are accurate, and do check-in and check-out.
  • If there is a problem with a booking, Tujia finds another location for the client.
  • Not all properties are owned by private citizens. Tujia owns properties as well, which allows them to provide group bookings and put all members of the group on the same floor.

Communicating with Tujia

Users not only can reach out to Tujia through website, app and WeChat mini program, but also they can reach out to the customer service team via many collaborative platforms such as Ctrip, Qunar, Mayi, eLong, etc. This is the major reason why communications are unavailable.

What People Are Saying

"Like Airbnb, Tujia connects property owners with travelers looking for alternatives to hotels. But Tujia’s business model also includes a broader range of services, including inspecting and cleaning properties. Its website features more than 240,000 properties in 230 travel destinations across China. The company also offers vacation homes in overseas destinations such as Bali, Phuket and Tokyo for Chinese outbound tourists."

"Tujia is focusing on a couple of key aspects such as accentuating its expertise in understanding the local culture, be it for authentic local experiences or promoting unique architecture of the properties listed on its site."

"We have regional teams, and this aspect of our O2O model (online-to-offline business model) is our key differentiator. We can’t afford to miss out on key elements — rooms have to be clean, service has to be appropriate — so all our properties are professionally managed" stated Melissa Yang, CTO of Tujia.

Research Strategy

An extensive review of the Tujia website provided detailed information about how to rent a location along with prices, pictures, reviews from users of the service and responses from the renters. The reviews were all post trip. However, there was no information about post-booking or on-trip communication that made the experience easier.

From there we turned to tripping.com where we found some media reviews, which we outlined in this response. We did not find any customer reviews. We also checked TripAdvisor.com, which often has helpful reviews. Because Tujia is also a province in China, there were many reviews with that word, but nothing that helped with this search.

We then turned to the press, looking for any public information about Tujia that would help answer the question about communications. There, we found an article in Forbes India, which outlined the operations and business model of Tujia. Because of its corporate model and responsibilities, it is our belief that communications with the renter are standardized at the corporate level. However, we were unable to find any examples.


Part
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Part
07

Agoda User Communications

No information on Agoda's customer communications focused on post-booking pre-trip and on-trip communications was available in the public domain. Below is an overview of the information that was available.

HELPFUL FINDINGS

Post-Booking Pre-Trip and On-Trip Communications

  • Agoda is an online booking platform with its headquarters in Singapore and a network of more than 2,000,000 vacation rentals and hotels globally.
  • As detailed on Agoda's website, policies around post-booking communication which are assumed to be applicable for all Agoda's operating regions, including Asia, are as follows:

RESERVATION GUARANTEE COMMUNICATION
  • Bookings done via Agoda are backed up by the company's reservation guarantee. However, if the confirmed reservation is not available or cannot be honored by the property, customers can immediately contact the company's Customer Service (which is available 24/7) at the contact number(s) mentioned in the confirmation email.

CANCELLATION POLICY COMMUNICATION
  • If bookings are canceled after the cancellation due date mentioned in the confirmation email (this includes requests made within this period), a minimum of a one-night cancellation fee needs to be paid.

REFUND POLICY COMMUNICATION
  • The confirmation email sent to customers mentions the exact cancellation due date, thus the latest date by which the customer must annul the reservation to avoid any cancellation fee.

POST-BOOKING GIFT CARD
  • At its discretion, Agoda issues gift cards "for loyalty, award or promotional purposes to customers".

Addressing Post-Booking Queries

  • After the booking, Agoda also addresses several post-booking issues through its online contact page which include the following topics:
    • The customer did not receive a booking confirmation communication.
    • The customer wants to send a special request to the property he/she has booked.
    • The customer wants to modify his/her booking details, such as customer names, check-in and check-out dates.
  • Agoda also highlights through its privacy policy, applicable to the entire company, that the confirmation emails and text messages that are sent after the booking and the guest-review emails that are sent after the departure are not marketing messages.
  • The company further mentions that these messages contain information for the customer to check-in at the booked accommodation and provide tools to optionally rate that accommodation after the stay.
  • The customer also receives pricing alerts after booking which they can turn off.
  • On Complaints Board, several customer support phone numbers for Agoda are listed and it includes those of major Asian countries.
  • From Complaints Board, it can be deduced that the highest number of customer support contacts were made for Singapore where 56 persons were able to reach customer support through the listed number and 119 were not able to reach the company using the same number.

Post-Booking Experience from Vietnam

  • According to Thu Nguyen, founder of Christina’s, "a rising home share and community tourism operator in Vietnam," when a customer makes a booking through Agoda, the hotel operator receives a communication that comes from the parent company Booking.com and makes it impossible for them to distinguish an Agoda customer.
  • Often this sort of mismatched communication between the owner and the guest ends up in "disgruntled guests and a bad review."

Post-Stay Pay

  • Agoda is integrating post-stay pay, introduced by Alibaba backed Alipay, for both hotels and alternative lodgings for Asia Pacific travelers specifically.

Post Booking Payment Issues and Related Communications

  • A user of Agoda mentioned in the Singapore discussion forum that a couple of days after completing his booking, he found in his credit card statement that Agoda had charged 610 Swiss francs to the euro credit card used by the customer for that reservation.
  • After contacting Customer Service, the company acknowledged that there was a “fraudulent” charge to the card from another user with a different mail.
  • The Agoda communications team also offered to refund the amount right away.
  • Another customer at Tripadvisor's Singapore forum mentioned that he could not cancel an "unauthorized booking" since any communication in that regard asked for a booking ID which he did not have.

RESEARCH STRATEGY

To answer the request, we searched through the company website for the required details. This included the company's FAQ page, the contact page, the company's policies, and terms and conditions. We also looked into additional resources such as company filings, investor presentations, and others. Our overall aim was to find information focused on post-booking pre-trip, and on-trip communications that helps make the travel experience easier. Although there was information relating to diverse post-booking issues that could arise after the booking, there was hardly any information on on-trip communications or information specific to Asian properties.

We also searched for information on travel review websites such as Trustpilot, Tripadvisor, Reviews, and others. We aimed to find discussions on the communications that customers might have attempted after the booking or after reaching the location. However, this strategy did not work as there was no information about on-trip communications or any such questions asked by customers. Instead, the information available was about the booking experience, feedback, and other topics.

We also searched through several travel websites and blogs across Asia and globally to find customer feedback on Agoda. These sites included sources such as Smart Travel Asia, Selective Asia, Feedspot, Lonely Planet, Goway, Exotravel, and others. We found that these sources very rarely contained information on Agoda and on the people who used Agoda for their bookings. There was hardly any in-depth information on the communications done by Agoda and the information was focused on the experience of on-site travel rather than the logistics side of it.

We also looked into stakeholder/industry analysis reports as published by agencies such as the International Air Transport Association (IATA), the Pacific Asia Travel Association (PATA), the Hong Kong Tourist Association (HKTA), the Association of Thai Travel Agents (ATTA). As Agoda was affiliated to each of these agencies, we looked into their publications, reports, and other publications in search of comparative studies conducted on several booking platforms' customer service capabilities, including Agoda. We aimed to find specific parameters across which these platforms could be compared and determine if they included specific communication actions/strategies. However, no such specific information could not be found.

Sources
Sources

From Part 02
Quotes
  • "Nice app good one of the largest and the most awesome network of hotel rooms. fter booking room with oyo, I read all the negative reviews and was confused that should I cancel the booking or not. But when I reach the hotel, I thought all those reviews might be fake. "
  • "It is a bliss to find our valuable customers satisfied to the core. Thanks a lot for giving us the chance to host you. Customer satisfaction is what OYO lives through and such reviews affirm us to be going in the right direction. Keep visiting and keep pouring your love to us. Looking forward to host you soon."
Quotes
  • "An in-app feature that offers customers a seamless and customised stay by transforming the hotel’s digital ecosystem into a personal hotel assistant. It has the ability to fulfil requests for services, answer queries on hotel policies, cancellation, refunds, and booking modifications."
  • "Guest satisfaction increased; shifting from one OYO property to another became easier than ever; queries for policies such as cancellation, valid ID, no-show, early check-in and late check-out got resolved promptly; claiming refund/checking status of refund became extremely simple."
Quotes
  • "After a booking is created you will receive a confirmation SMS that has a map link of the OYO booked as well the address of the OYO property."
Quotes
  • "OYO Rooms is using Google Place API for place prediction"
Quotes
  • "OYO Assist gets tasks done at a place and time of your choice with just a few taps. "
  • "It will help you in checking booking-related policies like early check-in, late check-out, cancellation or no-show charges, and hotel-specific policies around acceptance of local ID, couple guests, and international guests, etc."
Quotes
  • "@OYOMalaysia had retrieved my booking & I've got my room back! Oyo customer assistant name Kent had help me to resolved this. How about you guys!? My issue is resolved now & oyo said it is just some miscommunication between us. Cant wait for my short escape! #thanksOYO #sayangOYO"
From Part 07
Quotes
  • "Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,000,000 vacation rentals and hotels worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers"
  • "Agoda employs over 4,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. "
Quotes
  • "Most Asian Pacific travelers can use Alipay and Wechat Pay as mobile-first payment. Alibaba-backed Alipay has begun introducing post-stay pay for both hotels and alternative lodgings. Agoda is working to incorporate more of that payment model into all aspects of its business."
Quotes
  • "Just booked a hotel via Agoda. A minute later my CC bank send me a message that there were 3 credit card transactions totalling X number of dollars attempted. That was on top of the hotel charge. I do not use this card for anything else so it is safe to say that booking via Agoda is UNSAFE!"
Quotes
  • "how to ask Agoda to cancel the unauthorized booking? When you call agoda, it asks for the booking ID (which you didn't made)? What a silly booking system."
Quotes
  • "A couple of days after the booking/cancellation I find in my credit card statement that Agoda has charged 610 Swiss francs to the euro credit card I used for that reservation!!"
  • "I call Agoda customer service and they say there is a “Fraudulent” charge to my card from another user with a different mail. They talk to their fianancial department and offer me a refund of the 610 CHF straight away."
  • " I tell them I want them to cover the banks foreign currency fee plus the possible exchange rate changes, they say they won’t be refunding any of that only the original amount in original currency and that I should pay attention to taking care of my credit card data and also not save any cards on my profile."