Connectivity Recovery Toolkit

Find out what Booking.com is doing to face Coronavirus (COVID-19) and how we envision the different phases ahead of us.  

Introduction

What can you find in the Recovery toolkit? 

We know these are unprecedented times and that Coronavirus is strongly impacting all our partners across the travel industry. This is affecting the way people are planning travel and putting a lot of pressure on accommodation partners. 

At Booking.com, we’re doing everything we can to help our guests and partners address urgent concerns. But we also want to look into the future. We’ve been working hard to gather market insights, tools and advice from experts across our company to help you work through these difficult times. There has been an incredible wave of collaboration from everyone in Booking.com to bring the right solutions to our partners.  

In this toolkit, you’ll be able to find relevant commercial advice which will help you work on your foundation, support your properties and the people behind them as well as steer any existing demand in the market towards your accommodation partners. 

To keep up to date with everything we’re doing to support our properties around the world, take a look at our Coronavirus Partner Support page. 

The world is waiting for us

“Iconic landmarks across the globe have stood the test of time, and will continue to do so for many years to come. When the moment is right, they will be there for us to experience once again. Until then, the world will be waiting.”

We know this year’s peak season is severely impacted by Coronavirus and travellers have been forced to change or cancel their plans. As people around the world adjust to their new reality, many dream trips have been put on hold. Where iconic landmarks once buzzed with curious travellers, we now see empty spaces patiently waiting for people to return.

We’re expecting domestic demand to slowly pick up later in the year as travellers are pushing their holiday further down the line. Until then, we want to reassure our customers that their love of travel will persist through time and all landmarks will still be waiting to be discovered.

 

The three stages of recovery

  1. Lockdown: Travel is extremely limited. Regulations are impacting movement of people and advising its citizens to stay at home as much as possible. 
  2. Recovery: Domestic travel slowly starts to pick up again. People are able to move with slightly more freedom. The increased demand for internal travel is an opportunity for the travel industry to slowly start recovering. 
  3. Extended Recovery: A gradual increase in international flights and travel.

As of July, you will be able to access our COVID 19 Recovery Mapping table in the Portal. We are using data models and checking with our Booking.com local offices to decide where each country should fall. Please note countries may move back and forth between these buckets based on our assumptions. We advise you stay up to date with the information and regularly check how countries are moving across the different buckets. 

Based on where your properties are located, different lists of recovery products might be relevant. Check the rest of the Connectivity Recovery Toolkit to find out which products we advise you to focus on based on the stage of recovery. 

Disclaimer: The information shared and expressed regarding country mapping does not reflect the official situation or position of a country. Assumptions made in the analysis are not reflective of any entity other than Booking.com - the country mapping data is subject to change or revision at any time, given the rapidly evolving nature of the COVID-19 situation. We are not accountable and will not be held responsible for any decisions you may make based on the country mapping information. We cannot guarantee the accuracy of the subject information and cannot accept any liability for any errors or omissions nor can you derive any rights from it. The data shared is commercial in confidence and can only be used internally. This data should not be shared with properties. 

Property recovery

What does this mean for your properties?

Properties across the world will go through each phase of the Coronavirus life cycle. 

Booking.com has selected a tailored list of recovery products to help properties face lockdown and domestic recovery in their respective countries. 

The Opportunities API will capture and share this list of recovery products with your connected properties. 

  • If you’ve adopted the Opportunities API, we advise you to direct your properties to the section of your system which displays Booking.com opportunities.
  • If you don’t have the Opportunities API yet, we strongly advise you to adopt the API to bring the right recovery advice to your properties in the next months. 

As we move towards international recovery, we’ll be able to share more global commercial advice with properties. 

The Booking.com extranet is adapting to the current times

We will adapt the Focus Finder in the Opportunity Centre to show properties relevant commercial advice. As the Focus Finder was previously giving recommendations based on comparing a partner’s performance to their competitive set, the recommendations were less relevant. We will adjust it to provide product recommendations that are appropriate.

Please note, the group extranet hasn’t been adjusted yet to show MPPs the recovery product list.

The Opportunities API will directly share the relevant list of recovery products with your connected properties.

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extranet opportunities

Building a recovery plan with your properties

We recommend that you create a set of actions to support your properties.

Focus on properties that still generate revenue in the current context. We believe the products we’ll explain in the toolkit can help these properties continue to earn revenue in the future. 

With your most loyal properties, set an action plan for the future to keep them afloat. Maintain consistent and close communication with them to show you care. This will also limit property churn and reinforce your business relationship.

Keep in mind properties that are reliant on domestic and international demand in the future. Make sure they’re set up for success to capture any existing demand on the market. 

We know many properties have been forced to close during these difficult times. Monitor their status and show compassion, whilst setting up a recovery plan they can action as soon as they’re able to open their doors again.

We would like to support properties in reducing their workload. We want to facilitate handling changed or cancelled reservations and make sure we can steer any demand in the market towards our properties. We believe this is the time to set up their fundamentals properly so they’re ready to hit the ground when domestic demand picks up.

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Road to recovery

Lockdown

We would like to support properties in reducing their workload. We want to facilitate handling changed or cancelled reservations and make sure we can steer any demand in the market towards our properties. We believe this is the time to set up their fundamentals properly so they’re ready to hit the ground when domestic demand picks up.

Reduce workload

In these uncertain times, travellers are either cancelling or adapting their travel plans. This means properties are receiving more guest inbound. Help your properties with guest requests and reduce their workload.

Setting-up a sustainable rate plan

Offering travellers a variety of rates and policies will attract potential customers. Tap into the future domestic demand by setting up domestic promotions.

Offer flexibility

The unpredictable future triggers stress and changes the way travellers are booking.  Customers will feel more confident in making a reservation if they’re offered flexible booking policies.

Secure future bookings

Support properties in boosting their visibility and ranking high on our search pages to increase their conversion.

What advice can you give your properties facing lockdown?

Product name

Impact

Description

Date Modification (new)

Reduce workload

Reducing workload for properties by letting them modify dates themselves

Partner Standard Phrases (new)

Reduce workload

Properties can show Coronavirus precautionary measures they have taken in their fine print

Health & Safety Standards (new)

Reduce workload 

Properties can show the extensive hygiene, food and distancing measures they are taking on the top of their property page

Flexible - 1 Day (new)

Offer flexibility

Allow guests to book in advance with flexibility and with the possibility to cancel up to 24 hours before check-in

No credit Card needed for domestic travel

Offer flexibility

Give domestic guests more flexibility by allowing them to book without credit card details 

Allow Children

Offer flexibility

Encourage partners to allow children in their property to attract family travellers

Early bookers

Sustainable rate plan

Appeal to more than 47% of customers on our platform that book at least 2 weeks in advance

Flexible rate

Sustainable rate plan

Offer flexible rates to attract guest during uncertain times

Country rate / Geo rate

Sustainable rate plan

Set fundamentals for when domestic travel picks up

Child rate

Sustainable rate plan

Enable partners to set up their fundamentals correctly, by setting up family rooms and pricing

Mobile rate

Sustainable rate plan

Set fundamentals for last minute domestic bookings

Business rate

Sustainable rate plan 

Capture business domestic demand with a business rate

Genius Business rate

Sustainable rate plan 

Attract reliable and high spending Genius business travellers 

Solo rates

Sustainable rate plan 

Offer relevant prices to solo travellers

Occupancy Based Pricing (OBP)

Sustainable rate plan 

Offer dedicated prices to groups

Genius 15%

Secure bookings

Target frequent Genius guests by offering them an additional 5% discount 

Online Payments

Secure bookings

Allow guests to pay with alternative payment methods and reduce cancellations. 

Genius

Secure bookings

Attract the attention of our most frequent and loyal bookers

Preferred Programme

Secure bookings

Get the most visibility by ranking on top in our search results 

Reduce your properties’ workload

Support properties with high guest inbound and reduce reservation and request handling.   

Date modification

We've decided to temporarily introduce the ability for partners to carry out pre-stay date modifications themselves – without having to contact our customer support team. This means that if a guest contacts a property to cancel or modify a booking, properties will now be able to modify the reservation dates directly from the ‘Reservation tab’ in the Extranet.

If you've adopted the Opportunities API, properties will be redirected directly from your system to the Extranet.

Find out more about this new temporary feature

Partner Standard Phrases

We've also made it possible for properties to add all the Coronavirus precautionary measures they’re taking to their fine print. This will allow properties to add standard phrases, such as “Due to Coronavirus (COVID-19), this property does not currently accept guests from certain countries”, through the Content API.

  • If you’ve adopted the Content API, you can find them in our documentation.
  • If you've adopted the Opportunities API, properties will be redirected directly from your system to the extranet. Find out more about this new function here.
  • In the extranet, these have been added to the accommodations ‘property page’ using the Property tab.

Hygiene, Health and Safety measures

Since the beginning of the Coronavirus pandemic, we’ve seen a dramatic increase in the use of specific words used by guests when asking questions about a property. For example, the use of the word 'clean' has increased by over 60%.

Properties will be able to add the extensive hygiene, health and safety measures they are taking to reassure their potential guests. This information includes hygiene, distancing and food safety. 

These measures are displayed on property pages to anyone browsing through the Booking.com website and app. They offer an extra level of reassurance for guests, and give partners the opportunity to highlight the sanitation standards they keep.

These 19 specific hygiene, health and safety measures are now available via the Content API. They include contactless check-in/out, hand sanitiser in guest accommodation and key areas, and guest accommodation is disinfected between stays.

Find out more about this new feature here.

Offer flexibility to travellers

In these uncertain times, allow travellers to quickly adapt their travel plans and book carefree.

Flexible - 1 Day

In the current context of uncertainty, travellers are requesting more flexibility for their future travels. We advise properties to set-up fully flexible rates with the possibility to cancel up to 24 hours before check-in. Properties who have adjusted their rates to the ‘Flexible - 1 Day’ policies will see their visibility boosted in our search results. 

If you've adopted the Content API, properties will be able to change their Policy to a ‘Flexible - 1 Day’ Policy directly in your system. They will need to select the Policy with the id 36. Please note that if a property decides to change any of its Policies to the ‘Flexible - 1 Day’ Policy in the extranet rather than through the Content API, we'll block policy changes from the Content API on converted rate plans for 60 days. This is done to avoid channel managers overwriting the Policy conversion done by the property in the extranet. 

  • We'll only block changes on rate plans that the accommodation partner decides to switch to ‘Flexible - 1 Day’. 
  • We'll send you a descriptive warning or error message when the change is blocked. 

If your properties wish to revert back to their rates from the ‘Flexible - 1 Day’ policy on their rates, they will only be able to do so via the extranet. If they attempt to do it via the Content API, they will receive an error message.

No credit card needed for domestic travel 

We believe domestic demand will be the first to pick up once countries slowly move out of full lockdown. Properties can start attracting domestic travellers by allowing them to book without credit card details. This gives guests living and booking in your home country the flexibility they need in these uncertain times. 

If you've adopted the Opportunities API, your properties will be able redirected to the Extranet where they can enable room reservation without credit card details. 

In the Extranet, properties can go to the ‘Property’ tab, select ‘Policies’ and go to ‘Guest Payment Options’  to enable this feature.

Allow children

In these uncertain times, many families have had to postpone their summer trips. Families usually stay on average 28% longer than couples and solo travellers. 

Right now some your properties are missing out on family bookings as their policies don’t allow children. This means potential family guests don’t see these properties in their listing at all. Your properties could attract families by allowing children to stay.

If you've the If you adopted the Opportunities API, properties will be redirected to the Extranet where they can configure their property to allow children. If you do not have the Opportunities API, direct your properties to the ‘Policies’ section under the ‘Property’ tab. 

Set-up a sustainable rate plan

Build a sustainable rate plan to attract customers with strategic products and flexible booking options. 

Flexible rate

In these uncertain times, guests are looking for flexible booking options. We also know that properties offering a combination of different rates attract more bookings. 

Advise your properties to add a Flexible rate, with free cancellation possible from 0 to 6 days before arrival. This will capture traveler’s attention who need to keep their options open. 

If you've adopted the Room & Rates Management API, properties will be able to set up flexible rates through your system. If you do not have the Room & Rates Management API, direct your properties to the ‘Rates & Availability’ tab in the Extranet. 

Early booker

Properties can work on attracting early bookers that are re-adjusting their travel plans by setting an early booker rate and loading availability in advance. On Booking.com, properties can show prices up to 16 months in advance. 

By introducing an Early booker, properties can boost their advance bookings and secure extra revenue. Early booker deals help reduce cancellations by offering competitive prices. 

If you've adopted the Promotions API, properties can set-up Early booker rates directly in your system. 

If you've adopted the Opportunities API, properties will be redirected to the ‘Promotions’ tab of the Extranet to set up an Early booker rate. If you've the Promotions API and the Opportunities API, you can also create a redirect between the Early booker display in your system to the Promotions API. 

Properties are also able to set up an Early booker rate in the ‘Promotions’ tab of the Extranet by clicking on ‘Add Promotions’. 

Find out more about targeting early bookers

Country rate / Geo rate

Please note that Country rate and Geo rate are the same product. The naming is only different within the Promotions API. The property facing name is Country rate.

Domestic demand will be the first to pick up once countries start opening up again after lockdown ends. Country rates can be set for domestic guests and help properties attract domestic travellers. They will also  boost accommodations’ visibility and ranking in our search results. 

If you’ve adopted the Promotions API, properties can set up country rates directly in your system. 

If you’ve adopted the Opportunities API, properties will be redirected to the ‘Rates & Availability’ tab of the extranet to set up a Country rate. If you've both the Promotions API and the Opportunities API, you can also create a redirect link between the display of Country rate advice in your system to the Promotions API. 

Properties are also able to set up an Country rate in the ‘Rates & Availability’ tab.

Find out more about Country rates

 

Genius Business

Business travellers are particularly valuable guests for your properties because they are less likely to cancel, more likely to book again and are proven to spend more at properties’ facilities. 

With domestic business picking up again, your properties can attract reliable and high-spending Genius Business guests by offering them an additional 5% discount on top of the standard 10% Genius discount. 

If you've adopted the Opportunities API, properties will be redirected from your system to the extranet to set up a Genius Business rate. 

If you've not adopted the Opportunities API, direct your properties to ‘Rates & Availability’ tab. 

Genius 15%

Your properties can attract more bookings by offering an additional 5% discount to Genius level 2 members, who travel more frequently. This can help properties stay competitive, drive higher conversion and increase their overall occupancy. This discount is only visible to Genius guests who have made 5 bookings or more. 

If you've adopted the Opportunities API, eligible properties will be redirected from your system to the extranet to set up an additional 5% discount. 

If you've not adopted the Opportunities API, you can direct your properties to the ‘Opportunity Center’ on the extranet. 

You can find out more information about Genius 15% here.

Child rate

Families are currently adapting their travels due to the Coronavirus pandemic. Did you know that families stay on average 28% longer and book a 27% higher rate than couples and solo travellers? We’ve made it easier for properties to configure their pricing and occupancy to attract more families to their accommodation.  

If you've adopted the Opportunities API, your properties will be redirect to the Extranet to set up Child rates. 

If you do not have the Opportunities API, direct your properties to the ‘Policies’ section under the ‘Property’ tab. They will be able to set child rates and define the maximum children occupancy they allow. 

Did you know that the new Guest Count feature is now part of the Reservations API? 

This feature includes

  • The total number of adults
  • The number of children & their age
  • The distribution of adults and children across different rooms in a multi room reservation

Find out about the technical information on the Guest Count feature

Mobile rate

Mobile rates will help partners capture any flows of domestic business and international bookers that Booking.com is seeing. More than ever it is important to help partners reach this demand by ensuring a discount. 

In the current context, we advise a  minimum discount at 15% to attract travellers shopping via mobile. 

Offering a Mobile rate will boost the property’s visibility in the search results for mobile users. 

If you've adopted the Promotions API, properties can set-up Mobile rates directly in your system. 

If you've adopted the Opportunities API, properties will be redirected to the ‘Rates & Availability’ tab of the Extranet to set up a Mobile rate. If you've the Promotions API and the Opportunities API, you can also create a redirect link between the display of Mobile rate advice in your system to the Promotions API. 

Properties are also able to set up an Mobile rate in the ‘Rates & Availability’ tab.

Find out more about Mobile rates

Business rate

As domestic business trips pick up again, help your properties attract business travellers by setting up a business rate. Business rates are only visible to a close group of reliable business travellers. These rates can help properties boost conversion, especially on week days and during low season. Business travellers are also less likely to cancel and spend more at the property on average. 

If you've adopted the Promotions API, your properties can set up business rates directly in your system. 

If you've adopted the Opportunities API, properties will be redirected from your system to the Extranet to set up a Business rate. 

If you've not adopted the Opportunities API or the Promotions API, direct your properties to ‘Rates & Availability’ tab and then to the ‘Business rate’ section.

 

Solo rates

Solo Travellers make up ~8% of total daily searches on Booking.com. This makes them one of the most important customer segments. To appeal to these travellers and maximise their occupancy, properties can can now offer solo travellers a dedicated price for their double room. This means they’ll be reaching a wider customer base. 

Attracting demand is more important than ever right now so we advise properties looking to capture new segments of travellers set-up solo rates. 

Find out more about solo rates here.

Occupancy Based Pricing

Occupancy Based Pricing lets properties set different prices for the same room, based on the number of people staying in it. For example, a room that fits four guests could also be booked by groups of three or less. This flexibility in occupancy allows properties to target broader groups of travellers and reach more people in the search results.

Our data has shown that properties using Occupancy Based Pricing have increased their revenue by 3.5%. Help your properties boost their performance during this recovery period with Occupancy Based Pricing.

Find out more about Occupancy Based Pricing here.

Secure future bookings

Attract quality guests, limit cancellations and secure bookings for the future.  

Online Payments

Online Payments makes it easier for guests to pay using a variety of popular payment methods, including PayPal, Alipay and WeChat Pay. Help your properties limit cancellations and reduce their workload, by allowing Booking.com to facilitate guest payments. Online Payments also helps properties capture domestic demand by offering regionally relevant payment methods. 

If you've adopted the Opportunities API, your properties will be redirected directly from your system to the Extranet to opt in Online Payments. 

If you've not adopted the Opportunities API, direct your properties to the ‘Finance’ tab of the Extranet. 

Find out more about Online Payments

 

Genius

Genius is the perfect programme to boost properties visibility and gain access to a pool of quality guests. These guests travel more, stay for longer, and spend more per night than the average customer. 

Properties that join the Genius Partner program will receive priority visibility in the ranking as well as Genius tagging and filters across all platforms of Booking.com. 

The main benefits and advantages by joining the program are: 

  • Visibility boost 
  • Target guests that spend more and book further in advance
  • Full flexibility on specific features that help boost occupancy or stand out from competition
  • 30-day black-out days/year

If you've adopted the Opportunities API, your properties will be redirected directly from your system to the Extranet to join Genius. If you've not adopted the Opportunities API, direct your properties to the ‘Opportunity’ tab of the Extranet. 

Find out more about Genius

Payments Clarity Package (additional tip)

We recommend you implement the Payments Clarity Package which will help reduce card authorisation failures from your properties who are charging Virtual Credit Cards. The Payments Clarity Package aims at bridging the information gap between the Booking.com Extranet and connectivity platforms. 

The package includes:

  • Price Clarity ‘include_price_details’ feature (What to charge)
  • VCC Activation Date tag (When to charge)
  • VCC Current Balance tag (How much to charge)
  • VCC Expiry Date tag (When the VCC expires)

Our research has shown that among early adopters of the VCC Current Balance tag, there was a reduction by 39% of card authorisation failures.  

Find out more information about the Payments Clarity Package

Preferred Programme

The Preferred Programme is only available to the top one third of properties. By opting in, your properties visibility will increase in our search results. 

To join the programme, properties must:

  • be among the top 30% of properties in their area, in terms of performance
  • have an average guest review score of 7 or more
  • have above-average conversion for their area
  • have a below-average cancellation rate for their area
  • have a perfect payment record (always pay commission invoices on time)
  • offer a certain amount of availability and popular rates on Booking.com.

If you've adopted the Opportunities API, your properties will be redirected directly from your system to the Extranet to join the Preferred Programme. If you've not adopted the Opportunities API, direct your properties to the ‘Opportunity’ tab of the Extranet. 

Find out more about the Preferred Programme

Partner Performance Investment Programme

As countries see demand pick up and start moving into recovery, we want to help our high potential properties gain more visibility and attract growing travel demand. That’s why Booking.com has launched the Partner Performance Investment Programme – a series of targeted offers, funded by Booking.com, designed to enhance properties’ visibility. 

The Partner Performance Investment Programme gives properties the opportunity to opt in to financial investments that Booking.com will fund on their behalf. For example, Booking.com might fund properties’ participation in premium Booking.com programmes like Genius or Preferred. 

Properties can find out more information about the Partner Performance Investment Programme in their Booking.com extranet.

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Quality Content

Recovery

During the recovery phase, we'll be supporting our properties to capture any existing demand on the market. We believe properties should focus on their fundamentals : appealing content, attractive domestic rates and making sure their availability is properly set up.

  • High quality content. Advise your properties to update their  content to the current situation to reassure potential guests on hygiene measures. Attracting lookers with high quality content.
  • Availability set-ups. Work with your properties to reopen their rooms by adding availability and rates for future dates.
  • Setting-up a sustainable rate plan. Offering a mix of different rates which help properties gain higher visibility and attract more bookings. Attracting a wider range of customers with different rate plans.
  • Secure future bookings. Boost your properties’ visibility and capture domestic demand as it starts to pick up again.
  • Offer flexibility to travellers. We are making it easier for guests to find properties that allow free cancellation. Help properties set up flexible policies to attract guests looking for stress free options. 

What advice can you give your properties during the “recovery” phase?

Product name

Impact

Description

Auto closed due to availability

Inventory loaded

Setting up availability to attract future demand 

Bookable Until Critical (new)

Inventory loaded

Setting up availability to attract future demand 

Bookable until urgent

Inventory loaded

Setting up availability to attract future demand and avoid going into Auto-closed Availability

Flexible - 1 day (new)

Offer flexibility

Allow guests to book in advance with flexibility and with the possibility to cancel up to 24 hours before check-in

No credit Card needed for domestic travel

Offer flexibility

Give your domestic guest more flexibility

Allow Children

Offer flexibility

Encourage partners to allow children in their property to attract family travellers

Risk Free Reservation

Offer flexibility

Offer guests flexible cancellation policies and let Booking.com take the risk 

Early bookers

Sustainable rate plan

Appeal to more than 47% of customers on our platform that book at least 2 weeks in advance

Country rate / Geo rate

Sustainable rate plan

Set fundamentals for when domestic travel picks up

Child rate

Sustainable rate plan

Enable partners to set up their fundamentals correctly, by setting up family rooms and pricing

Mobile rate

Sustainable rate plan

Set fundamentals for last minute domestic bookings

Business rate

Sustainable rate plan

Capture business domestic demand with a business rate

Travel Offer

Sustainable rate plan

Create a special deals to promote the domestic travel 

Last minute bookers

Sustainable rate plan

Attract last minute bookers by shortening their booking funnel 

Genius Dynamic Pricing

Sustainable rate plan

Properties can increase their future revenue by offering Genius discounts when necessary. 

Genius 15%

 Sustainable rate plan

Properties can become more competitive by offering an additional 5% discount to Genius level 2 members

Solo rates

Sustainable rate plan

Offer relevant prices to solo travellers

Occupancy Based Pricing (OBP)

Sustainable rate plan

Offer dedicated prices to groups

Genius Free Room Upgrade

Secure bookings 

Offer more frequent Genius guests additional benefits to capture their bookings 

Genius

Secure bookings

Attract the attention of our most frequent and loyal bookers

Preferred

Secure bookings

Get the most visibility by ranking on top in our search results 

Online Payments

Secure bookings

Allow guests to pay with alternative payment methods and reduce cancellations

Property Page Score 

Update content

Attract travellers with the highest quality content 

NEW - Partner Standard Phrases

Update content

Properties can show Coronavirus precautionary measures they have taken in their fine print

Host profile

Update content

Set your fundamentals and tell guests more about yourself

Making sure inventory is loaded

As demand rises, properties should make sure they’re visible by loading availability for the upcoming months.

Auto-close due to availability

As countries move into domestic recovery, guest demand rises . Make sure your properties are available for bookings and don’t miss out on reservations. Help your properties add inventory and rates to make them available again in our search pages. 

Your properties will be eligible in markets where guest demand is starting to pick up again after difficulties related to Coronavirus. 

Your properties should add availability directly in your system through the Rates & Availability API.

Unbookable due to restrictions

As countries move into domestic recovery, guest demand rises . Make sure your properties are available for bookings and don’t miss out on reservations.

Properties become eligible for this opportunity when they have inventory that is not bookable (i.e. not visible in any guest searches) due to a minimum length of stay restriction. Help your properties to free up restricted inventory by removing the applied minimum length of stay restriction on these ‘unbookable’ dates to maximise their visibility on Booking.com.

Your properties should adjust their restrictions directly in your system through the Rates & Availability API. 

High Demand Dates (inventory)

As guest demand begins to rise, make sure your properties are visible for the popular stay-dates that guests search for the most on our platform. Enable your properties to see the dates where guest demand is rising the most in their area over the next 30 days. They're highlighted alongside the property’s most popular rooms which have no availability in our system. Adding availability for these popular dates improves the properties’ chances of getting bookings.

Your properties will be eligible in markets where guest demand is starting to pick up again after difficulties related to Coronavirus. 

To effectively implement this opportunity, your properties should always add inventory directly on your platform (through the Rates & Availability API).

If you’ve implemented the Opportunities API, you can develop the additional High Demand Dates feature to enable your properties to receive, and act on, these opportunities directly within your platform.

Bookable Until Critical

Prepare your properties for when demand picks up again. Some properties are not available beyond a certain date which means they cannot be seen or booked by potential customers. Advise your properties when they need to add more availability for future days to capture demand. 

This opportunity is generated for properties in markets where guest demand is starting to pick up again after difficulties related to Coronavirus. The properties’ last available date is less than 30 days from today. To action on this opportunity, the partner has to extend their availability beyond the next 30 days.

Your properties should add availability directly in your system through the Rates & Availability API. 

If you’ve implemented the Opportunities API, you can enable your properties to receive, and act on, these opportunities directly within your platform by redirecting them to the Destination API (Rates & Availability API)

Bookable Until Urgent

Prepare your properties for when demand picks up again. Some properties are not available beyond a certain date which means they cannot be seen or booked by potential customers. Advise your properties to add more availability for future dates to capture demand. 

Your properties will be eligible in markets where guest demand is starting to pick up again after difficulties related to Coronavirus. The partner's last available date is between 30 and 90 days from today. To action on this opportunity, the partner has to extend their availability beyond 90 days.

Your properties can add availability directly in your system through the Rates & Availability API. 

If you’ve implemented the Opportunities API, you can enable your properties to receive, and act on, these opportunities directly within your platform by redirecting them to the Destination API (Rates & Availability API)

Offer flexibility to travellers

In these uncertain times, allow travellers to quickly adapt their travel plans and book carefree.

Risk Free Reservations

In the current context, guests are looking for more flexibility in case they need to amend their trips. 

Risk Free Reservations add even more flexibility to properties’ existing cancellation policies, which helps them appeal to more guests. Our data shows that properties with flexible cancellation policies are more likely to convert property page views into bookings. If a guest cancels a reservation, we’ll either find a new guest to replace them or pay the partner the commissionable amount for any room nights that we’re not able to replace.

If you've adopted the Opportunities API, eligible properties will be redirected from your system to the extranet to set-up Risk Free Reservations

If you've not adopted the Opportunities API, you can direct your properties to the ‘Property’ tab on the extranet and go into the ‘Policies’ section. 

Set-up a sustainable rate plan

Build a sustainable rate plan to attract customers with strategic products and flexible booking options.

Genius Dynamic Pricing

Properties can increase their future revenue by offering Genius discounts when necessary. 

We can imagine that making the right price decisions can be a challenging tasks due to the current circumstances. To make it easier for properties to fill up their rooms more effectively when demand is picking up, Genius Dynamic Pricing detects what Genius Discount they need to offer and automatically adjusts them. This will help properties save time, maximise their occupancy and increase their revenue. 

If you've adopted the Opportunities API, eligible properties will be redirected from your system to the extranet to opt in Genius Dynamic Pricing. If you've not adopted the Opportunities API, you can direct your properties to the ‘Opportunity Center’ on the extranet.

Travel Offer

Prepare your properties for future demand by setting up a Travel Offer. This will help them attract guests travelling between September and December. We recommend properties add a Travel Offer to attract travellers who have postponed their summer trips to the end of the year. 

Properties that set up a Travel Offer will have a special label on the Booking.com search page, have their discounted price appear on comparison sites and be featured in marketing campaigns in markets where we can promote travel. 

If you have adopted the Opportunities API, properties will be redirected from your system to the extranet to set up a Travel Offer.

If you have not adopted the Opportunities API, direct your properties to ‘Rates & Availability’ tab.

 

Last minute bookers

Our research shows that there has been an increase in guests choosing to book properties very last minute or with very high booking windows. To attract last minute bookers, your properties can allow last minute bookings to be done without entering credit card details. This shortens the booking funnel and has shown to increase last minute bookings and decrease cancellations for those bookings. 

There are 3 types of last minute bookings without credit cards that your properties can offer: 

  • Same-day bookings made between 09:00 and 16:00
  • Same-day bookings made between 16:00 and 00:00
  • Next-day bookings 

If you've adopted the Opportunities API, eligible properties will be redirected from your system to the Opportunity center. If you've not adopted the Opportunities API, you can direct your properties to the ‘Property’ tab and the ‘Policies’ section. 

Secure future bookings

Attract quality guests, limit cancellations and secure bookings for the future.

Genius Free Room Upgrade

By targeting the most loyal Genius travellers, properties can sell more rooms and increase their revenue. Properties can offer their most loyal Genius guests a free room upgrade to a superior room category. 

If you've adopted the Opportunities API, eligible properties will be redirected from your system to the extranet to opt in to Genius Free Room Upgrade. 

If you've not adopted the Opportunities API, you can direct your properties to the ‘Opportunity Center’ on the extranet. 

Updating your properties’ content

Work on the quality of your properties’ content and reassure guests that are planning their future trips

Property Page Score

To attract potential customers, properties need to be reassuring and share quality content. The Property Page Score will indicate via tips what content properties are still missing to attract more guests back. 

If you've adopted the Content API or the Vacation Rentals Essential, your properties will be able to directly update content in your system. 

If you've not adopted the Content API, properties will be able to update their content in the Extranet by going to the ‘Property’ tab and into the ‘Property Page Score’ section. 

Find out more about adding quality content

Host Profile

Properties should set the right expectations with their guests during this period of time. We advise properties to showcase their personality and experience and let guests know exactly what they can expect by filling in their Host Profile. 

If you've adopted the Vacation Rentals Essentials, your properties will be able to add their Host Profile directly in your system. If you've not adopted the Vacation Rentals Essentials, you can direct your properties to the ‘Property’ tab on the Extranet and select ‘Your profile’. 

Find out more about Host Profile  

Property Scores API (additional tip)

The Property Scores API is the perfect tool to access and display your properties’ scores in your system. Help your properties  understand the quality and performance of their listing on Booking.com. 

The Property Scores API bundles 4 important scores : Property Page Score, Quality Rating, Reply Score and Guest Review Score. 

 Within the API, the Property Page Score also offers clear actions property managers can take to improve their listings even more. 

Share property scores with your portfolio and help your properties attract guests back.

Find out more about the Property Scores API here.  

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Recovery Toolkit 1

Optimise your supply growth in relevant locations

As demand starts picking up again, we would like to help you by sharing information on what countries are relevant to you during these challenging times. As of the first weeks of July, the list of selected locations has been updated in the Partner Portal. 

How can you use the list of selected locations? 

Focus your new properties acquisition strategy on these valuable locations and you will also locking down points in the programme within the Active Property Count Growth in Selected Locations metric, which you can find in the Business Value category. 

By advising your properties to optimise supply in those locations. Loading more rooms, availability, rate plans and keeping restrictions to a minimum can help properties to get the best results from our platform.

Strengthen your loyalty base

  • Flexible payment conditionsThese are times of financial stress for properties. One way you could support them financially is by giving them free usage periods of your product, offering them discounts or extending payments terms.
  • A change in your business model. Our data suggests that partners on subscription models are facing more challenges than those on transaction models. You may wish to consider a switch for the customers you want to retain, at least for a limited period of time, until recovery consolidates.
  • Growing your portfolio. You may want add to your portfolio Vacation Rental properties, independent units or properties outside cities where guests may feel more comfortable keeping social distance and spending larger periods of time.

Support your properties in setting up the right availability for the future

  • Inventory Management. Are all available rooms on our platform visible to customers to book? Have all of them an associated Rate plan with the right pricing and policies configuration?
  • Restrictions Management. Explain to properties how they can get the best out of their system settings and their connection with Booking.com. Properties may loose demand if restrictions are in place: When possible, advice your properties to adapt to accept same day reservations* (specially relevant due to the uncertainty times) or decrease or remove minimum stay restrictions as during these difficult times one day booking may be better than none.

*We advise you to make sure you leave enough time for thorough cleaning.

Property Recovery Deal

We know Coronavirus has impacted the Partner Programme and we want to give you an opportunity to 

  • Help your properties recover with the right tools and products at hand
  • Give you a chance to earn extra points in the Partner Programme regarding the ‘Property Performance’ category

We'll be launching a Property Recovery deal as of the 1 July. This deal will last until the 31 September. 

Earn up to 200 points by sharing with us via this link what marketing initiatives you are setting up to support your properties.

 

Marketing initiatives

Points

Launch an email campaign

50

Publish an article in your blog

50

Add a banner in your user interface promoting product(s)

100

Create a pop-up in your system redirecting your properties to recovery product implementation pages

100

Get creative! Have an idea? Run it by your Partner Business Manager or submit it for review via our link

To be defined 

Extended Recovery

In the future, we expect travelling across countries and regions to pick up. We'll slowly be shifting our commercial advice from recovery focused solutions to more global solutions. Our objective is to reconnect consumers with travel in order boost our properties’ results.

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Recovery Toolkit 2
Work on strengthening your technology and foundation

The right advice to the right property, at the right time

Booking.com offers  properties multiple ways to maximize their potential and recovery faster. We believe that by showing these solutions on your systems you can play an active role in helping our mutual partners. 

Tailored and relevant advice can bring deals and customers closer to your properties.

Prepare your properties to capture demand

We know that travel will come back. Together, we need to make sure that your properties will be ready for this.  Booking.com offer some solutions aimed at making it easier for guests to pick your property. 

Having the right room rate setup or a relevant pricing can have a clear impact on the ability to attract customers.

Maintain a high connection quality

Some properties have been closed, others have changed the way they operate. We need to dedicate a specific attention to mapping and Rates & Availability errors to make sure that the process of reopening properties will be as smooth as possible. 

Connectivity Product Solutions

Our solutions to offer the right advice to the right property, at the right time:

  • Opportunities API. As you know by now, the Opportunities API can be our main channel to help our mutual properties get back on track and implement products that will set them up for success. During the recovery period, the Opportunities API will be used to show relevant and timely advice to your properties, depending on their need, as explained in the previous section. By implementing the API, you can have a global and tailored reach on your properties, and play an active role in their recovery phase. 
  • Promotions APIOffering relevant and competitive price will be key when demand picks up again. No matter the moment in history, guest will always look for a competitive price.Special prices, especially for Mobile users and Business guests will be pushed to the properties, together with Country Rates. With the Promotions API, your properties will be able to set them up on your system. 

Our solutions to prepare your properties to capture demand:

  • Room & Rate Plan Management API. Adjusting rate plans, creating new rates and set up new policies. Your properties will have to perform all these actions to be competitive, and you can play a part in making it easier for them to do so, with the Room & Rate Plan Management API. Moreover, new solutions like Flexible - 1 day policies or optimal rate plans can be performed via this API. Make sure that your properties capture all the benefits from an optimal room & rate setup.
  • Occupancy Based Pricing & Solo rates. We know that offering tailored and relevant prices to guests are beneficial from properties. In particular, Occupancy Based prices bring 3.5% more revenues to properties, while offering tailored rates for Solo travellers can lead to an increase in conversion. Being able to capture new customer segments is now more important than ever, make sure that your properties are set up for success.
  • Payments Clarity Package. As you already know, Online Payments give guests the freedom to select their payment method. Our Clarity Package makes sure that your properties can benefit from this product, while reducing the operational impact on the business. 

Our solutions to maintain a high connection quality:

  • Focus on mapping. Many properties will have to either reopen after a closure, or adapt the way they have been operating in the past few months. Mapping and synchronizing systems will be key for these properties to start doing business again. Please make sure that their setup is correct, and help them if needed. Please note that we brought enhancements to the the Room and Rate Plan Management API, that can help you in this task.
  • Rates & Availability Errors. As part of the reopening process, many properties will update rooms, policies and prices. This activity can cause misalignment among different systems, causing errors. Errors can be a missed opportunities, as some room or rates might not be visible on Booking.com. Please focus on solving these issues, and help the properties if they need support on this activity.

Get extra points in the Connectivity Partner Programme by joining the Product incentive

During this challenging situation, we want to support you every way we can. One way we’re doing this is by giving you an opportunity to earn more points by taking part in our product incentive. 

By implementing the solutions (Opportunities API, Promotions API, Room & Rate Plan Management API, Occupancy Based Pricing & Solo Rates, Payments Clarity Package), you’ll not only earn more points – but your business will be better prepared for when the world starts to travel again.

More information about the incentive and how to participate

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Recovery Toolkit 3
The people behind recovery

So many of you are working around the clock to support accommodation partners across the world. We want to give thanks to all the people behind all recovery initiatives happening. 

Investing in your teams to capture future demand

We know that the future is unpredictable and it is difficult to say when demand will pick up again. In the meantime, we believe this is also the time to gear up and get your teams trained on how to capture demand. 

Our Property Performance course in the Education section is the best way to transform your teams into ‘Property Performance’ experts. 

Once demand picks up again, they will be able to advise properties the best way possible and steer any demand on the market towards accommodations. 

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Property Performance Course

Learn from your peers

Find out what your peers have been doing to support others.

We've been deeply inspired by the wave of support and collaboration from all travel players across the globe. Many of you've shown empathy and given assistance to those impacted by Coronavirus. 

We wanted to thank you for everything you've been doing, big and small, and acknowledge your amazing work. 

We would like to highlight some of these initiatives in the Connectivity Recovery Toolkit. We hope it may spark some inspiration and lead to more amazing ideas. 

Vacation Rentals in Italy are giving free accommodation to doctors

Six top players in the Vacation Rental market have joined forces and are following the initiative #StateACasaNostra. They offer free accommodations to doctors and nurses across Italy.

 

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Vacation Rental Market Italy

Offering discounts and reduced fees

Many providers are helping their properties which are faced with liquidity problems by offering them a discounts on monthly fees or free subscriptions for a limited amounts of time. 

In some cases, providers are also offering free trial periods to properties to acquire new leads.

 

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Offering discounts

We are listening

We are organizing monthly calls with all members of the Connectivity Advisory Board for Homes & Apartments and the Connectivity Advisory Board for Hotels.

The first two calls have been around understanding the needs of providers in travel restriction and lock down phase. Future calls will focus on recovery phases of the travel industry, and the impact of our partnership.

    Provide us with your feedback

    Especially in these uncertain times we would like to understanding if our actions are supporting you through recovery in the right way. Please let us know by:

    • Filling out surveys we share with you on the portal and through our newsletters
    • Participating is partner research interviews and beta testing
    • Sending us your feedback through your Partner Business Manager or the Connectivity Partner Help Center
    Provide us with your feedback

    We would like to better understand what you think of this Connectivity Recovery Toolkit.   

    Take our survey