Booking.com Integration: FAQ

Discover the power of Campspot and Booking.com integration for a streamlined campground booking experience.

Summary

Explore the seamless integration between Campspot and Booking.com to optimize your campground's reach integrating your Lodging Site Types with Booking.com to attract a broader audience of campers seeking convenience and simplicity in their campground search.

Uses

• Seamlessly list Lodging Site Types on Booking.com.
• Efficiently manage pricing, taxes, and additional fees.
• Stay informed about reservation updates through Campspot and Booking.com.

FAQ

The FAQ below are organized for your convenience by the following categories:

• Setup and Costs

• Listing and Site Type Pricing

• Monitoring Reservations

• Processing Payments

• Guest Experience

• Reservation Edits, Cancellations and No-Shows

• Reports

Setup and Costs

Q: How do I turn on the Booking.com Integration?

Start by completing setup with Booking.com and filling out Campspot's sign-up form.

Learn more here.

Q: Are there any costs to use this integration?

Campspot Setup fees:

Campspot charges a $10 per month per park fee to access select integrations. If you are already taking advantage of another integration for your park, there will be no added setup costs.

Campspot fees:

Your existing online booking fee applies to any reservation made through the OTA service. These fees are seamlessly integrated into your monthly invoice based on reservations booked.

Booking.com fees:

Booking.com fees are communicated directly by Booking.com during the initial setup. These charges are invoiced monthly based on reservations stayed.

Q: Can I apply an OTA Fee to automatically apply to Booking.com Bookings?

No, OTA Fee Rules are currently not supported through integration with Booking.com. To apply fees to bookings from this platform, you will need to set up the fees manually within Booking.com to ensure consistency with Campspot. We are actively collaborating with our OTA partners to enable this functionality in the future.

Click here to learn more: OTA Fee Pricing Rule: Setup Guide

Site Type Listing and Pricing

Q: Can I list all of my sites on Booking.com?

Only Lodging Site Types can be listed on Booking.com.

Q: How can I see what Site Types have been made available on Booking.com?

To see what Site Types you have setup on Booking.com you can view those through the Extranet.

Q: How do I change which Site Types I have listed on Booking.com?

To modify your listed Site Types on Booking.com, perform changes in the Extranet.

Your Admin Site must also be updated. To do this and ensure synchronization please reach out to the Campspot support team for backend adjustments, as changes cannot be made directly through your Campspot Admin page. 

Q: How will the price of the same listing on Campspot and Booking.com differ?

• Base Pricing: Campspot communicates nightly Base Pricing directly with the integration.
• Dynamic Pricing: Rates will also reflect changes made by Campspot Dynamic Pricing rules.
• Taxes: Automatically added during the Booking.com setup process.

If you wish to make any changes to the automatic tax rate setup by Booking.com, you will find instructions within the setup instructions found here.

Q: Will the integration automatically setup my Site Types on Booking.com?

The integration does not automatically set up Site Types on Booking.com. Your park needs to configure and edit Site Types through the Booking.com Extranet during the setup process.

Ensure alignment of details between Booking.com and Campspot. After setting up in the Extranet, share necessary information with Campspot for seamless integration. Learn more about the setup steps here.

Q: Will all of the rules setup for my Site Types in Campspot automatically transfer over to Booking.com?

Only the following rules are transferred through the integration to Booking.com:

• Occupancy rules 
• Minimum and maximum stay lengths
• Booking in advance limit rules 
• Resort closed rules 

Monitoring Reservations

Q: How will I know when a new reservation is made through Booking.com?

When a new reservation is made through Booking.com:

• Check Campspot: Find new bookings in Campspot; Booking.com reservations will be detailed under the "Third-party Booking Details" section on the Reservation Summary page.
• Email Notification: Receive an email notification sent to your designated "Reply To" email address, alerting you of a new booking.
• Booking.com Extranet: Log into Booking.com's Extranet to view details of new reservations, edits, and cancellations.
• Automated Reporting: Schedule the Online Travel Agency Reservations report to be sent to your park regularly, providing a summary of all new bookings.
  
  

Processing Payments

Q: Is there a verification process required in order to see Customer Credit Card information?

• Yes, Booking.com requires all partners complete a verification process.
• Upon successful validation, certain restrictions, such as delayed access to credit card details until check-in (potentially shifting to two weeks before check-in), are lifted, allowing partners full access at any booking stage.
• Additionally, partners receive a mailed verification code for expedited partner verification, with mail being the preferred option for self-building partners.

Click here to learn more about the process

Q: Once a booking is made by a guest do I need to do anything else?

1. Retrieve Information from Booking.com Extranet:
   • Log in to the Booking.com Extranet.
   • Obtain the guest's Credit Card information and Booking.com reservation number.
2. Locate Reservation in Campspot:
   • Use the booking.com confirmation number to search and locate the reservation in Campspot.
3. Payment Processing in Campspot:
   • Process a payment in Campspot on the guest's credit card.
   • Note: Reservations made through Booking.com are confirmed in Campspot, but no payment is automatically processed; manual payment processing is required.

Important Reminder:
The images below depict a Booking.com reservation in Campspot before the payment is added, emphasizing the need for manual payment processing after retrieving guest information.

1) Reservation Summary page

2)Reservation Summary Billing page with no Payments or Invoice History

Q: How soon after the reservation is made do I need to process the payment in Campspot?

• Guest credit card details can only be viewed in the Booking.com Extranet within 10 days after the booking is made.
• Payment must be processed within that 10 day period.
• Credit card details can only be viewed 3 times within this period.
• The credit card cvv number can only be viewed 1 time.

Q: Do I need to have a specific Payment Method active in Campspot to process payments for reservations made through the integration?

Booking.com bookings are paid by Credit Card. You will need to have the following payment methods set up in Campspot when you start using the integration:

• Credit Card
• Transfer External Payment Method

Click here to learn more about setting up Payment Methods in your Admin Site.  

Guest Experience

Q: What does a guest see and what communication do they receive when they reserve through Booking.com?

Guests will see your park's Booking.com page in the booking process.

After a reservation is booked, your guests will receive:

• Confirmation email from Booking.com

When you process their payment in Campspot, they will receive:

• Confirmation email from your park through Campspot. 

Q: Are the guests' sites locked when they book through Booking.com?

No, the integration does not allow guests to lock their sites upon booking. Unlike Campspot's standard functionality, Booking.com reservations do not automatically lock sites. Consequently, any lock site fees configured in Campspot are not transferred through the integration, and these fees cannot be set up via the Booking.com Extranet. Please note this distinction when managing site lock policies.

Reservation Edits, Cancellations and No-Shows

Q: What modifications can my guest make on the OTA platform that will also update their reservation in my Admin Site?

• Changes to arrival/departure dates
• Changes to number of guests

If a reservation modification fails to process, you will receive an email notification from Campspot, as shown below. Once you receive this email, you will need to manually update the reservation in the Admin Site according to the guest’s request.

Q: How do reservation edits work?

Guests are able to edit or request edits to their own reservations through their Booking.com account. Guests are only able to make edits themselves if the cancellation policy in Booking.com allows for edits or cancellations in the time frame that the customer wants to make the change. For any edits outside of that, guests are able to make edit requests. Please Note: When reservation edits or requests are made, your park is not notified so it is recommended that you login to the Extranet regularly to check for these. 

Reservation date edits made through the Extranet are treated like Cancellations and the original reservation will be cancelled in both Booking.com and Campspot.

The reservation will then be automatically rebooked for the new reservation dates. When a reservation is cancelled and rebooked the funds from the original reservation payment will need to be moved to the new booking. This can be done by moving the funds from either User or Camp Credit use them to pay for the new reservation under new dates.

If a guest contacts you directly requesting a reservation edit, you will be required to make the edits yourself in Campspot and also through the Extranet. You can make reservation edits in the Extranet by clicking into the reservation and then clicking the Change reservation dates & prices button.

Q: How do cancellations work?

Cancellation policies must be set in Booking.com as those setup in Campspot are not passed through the integration. All cancellation policies in Booking.com are pre-set there so you should pick the ones that fit closest with the cancellation policies your park uses.

Guests are able to cancel their reservations directly through Booking.com. Reservations cancelled by guests through Booking.com will automatically be cancelled in Campspot as well. Your park will need to process any refund owed back to the guest through Campspot. 

Guests can also request to cancel their reservation by contacting your park directly. When a guest requests to cancel this way, you will need to cancel the reservation in the Booking.com Extranet as well as Campspot. You can find more information about Booking.com cancellations here.

Q: How do no-shows work?

If a guest doesn’t show up for their booking, you will need to mark the booking as a no-show in both the Booking.com Extranet and Campspot. 

If a reservation no-shows and you choose to waive the fee, it's important to mark the reservation as a no-show in the Extranet. Reporting no-shows and waiving a fee prevents you from being charged commission by Booking.com. You can find more information about handling Booking.com no-shows here.

Q: What happens if a double booking occurs?

If double bookings occur your park will be responsible for resolving these bookings with the guests by contacting the guests and moving one of the reservations to a new site or new dates. You can view a list of double bookings by viewing the Online Travel Agency (OTA) Double Bookings report in the Reporting section of Campspot.

Reports

Q: What reports are available to support my Booking.com reservations?

Four new Reports have been added in the Reporting section of Campspot.

The new Reports are shown in the image below.