The 20 questions guests ask on Booking.com, with model answers

Most messages on Booking.com come back to the same twenty or so questions: parking, late arrival, breakfast, cots, early check-in, luggage, invoices and directions. Below they are grouped by moment, before booking, after booking, on the day of arrival and during the stay, each with a model answer you can adapt to your own property. Replace the parts in square brackets with your details.

Before booking

These come from guests still deciding. A clear, quick answer here often decides whether they book with you.

• “Do you have parking?” “Yes, we have [free / paid] parking [on site / in the car park behind the building]. [It does not need to be reserved / Please let us know your arrival date so we can keep a space.]”
• “Is breakfast included?” “Breakfast is included in rates marked ‘breakfast included’. It is served from [time] to [time] in [place].”
• “Is the room suitable for two adults and a child?” “The [room type] sleeps up to [number]. We can add a [cot / extra bed] on request; please mention it in your booking.”
• “Do you accept dogs?” “[Yes, well-behaved dogs are welcome in selected rooms / I am sorry, we cannot accept pets.] Please tell us before booking so we can give you a suitable room.”
• “How far are you from the centre?” “We are about [distance] from [landmark], around [time] on foot. Taxis and the [bus line] stop [where].”

After booking

Now the guest is yours. The questions are practical, and the booking already tells you most of what you need: name, dates, room and number of guests.

• “Can we check in early?” “Check-in is from [time]. If your room is ready earlier, we will gladly give it to you; you are always welcome to leave your bags with us.”
• “Can you add a cot to our booking?” “Of course. We have noted a cot for your stay from [date] to [date].”
• “Can I have an invoice in my company's name?” “Certainly. Please send us the company name, address and [VAT number], and we will prepare the invoice for your departure.”
• “Is it possible to have a quiet room?” “We have noted your request and will do our best to give you a room [away from the street / on a higher floor].”
• “Can I change my dates?” “Thank you for your message. A colleague will check availability and the conditions of your booking and reply to you shortly.” This one goes to a person.

On the day of arrival

These arrive from trains, airports and motorways, often late in the day. They need one clear sentence the guest can act on. Our article on answering Booking.com messages automatically without sounding like a robot shows how to keep them warm.

• “We will arrive after midnight. Is that a problem?” “Not at all. [Our night porter will welcome you / We will send you the key box code by [time] today.]”
• “How do we get in?” “The entrance is [where]. The key box is [where]; your code will arrive [when]. Your room is [number], on the [floor].”
• “How do we get to you from the station or airport?” “From [station / airport], the easiest way is [taxi / bus / train], about [time]. Send us your arrival time and we will be ready.”
• “Can we leave our luggage before check-in?” “Yes, you can leave your bags at [reception / the luggage room] from [time].”
• “Where exactly do we park?” “Drive past the main entrance and turn [left / right]; our spaces are marked [name of the property].”

During the stay

Small requests, usually from the room. Speed matters more than style here.

• “What is the Wi-Fi password?” “The network is [name] and the password is [password].”
• “Can we check out later?” “Check-out is at [time]. We can usually offer a later check-out if the room is not needed; we will confirm in the morning.”
• “Can you recommend a restaurant nearby?” “Our favourites are [restaurant] for [type of food], [distance] away, and [restaurant] for something quieter. We are happy to book a table.”
• “The heating is not working.” “Thank you for telling us, and sorry for the trouble. A colleague is on the way to your room.” Then make sure someone really is.
• “Can we extend our stay by one night?” “We would be glad to have you longer. Let us check availability for [date] and come back to you right away.”

Write each answer once, well, and every guest gets your best answer, not your most tired one.

Turning the list into your own answers

Go through the list with a pen. Fill in the brackets, cross out what does not apply, add the two or three questions that are unique to your property. Then decide which answers can go out automatically and which, like date changes, complaints and refunds, should always reach a person. That short document is the base of a calm inbox, whether you answer by hand, with templates or with an assistant. A small hotel in Galway and a villa near Kinsale will end up with different lists, and that is how it should be.

Where Concierva fits

Concierva answers these questions on Booking.com by reading each message with its reservation and replying in the guest's language from the information you have written about your property. Have a look at the page about AI replies to Booking.com messages.

Date changes, cancellations, refunds, payments and complaints always go to your team, with a summary. You can begin in draft mode and approve every reply before it is sent.