Services, dos and donts

bookings?

[Habtom]

Most ecommerce discussions here deal with the idea that some item would be delivered to a customer.

Any tips you provide regarding services mainly travel related services hotel bookings being a good example, would be appreciated.

What are your dos and don'ts on services?

Habtom

[LifeinAsia]

DON'T take AMEX, unless you absolutely have to.
DON'T rely on commissions- it's much better to get blocks of rooms and markup the prices: better pricing contorl, better cash flow (some hotels don't pay for many months, if ever).
DON'T bother processing any reservations made from IPs in "suspect" countries (most African countries, parts of Eastern Europe, etc.)- sorry if it sounds like profiling, but we have NEVER had a valid reservation originating from from Nigeria and most other scam-famous countries (however, we HAVE had some valid reservations from Russia).

DO make your cancellation and other related policies very clear and linked from every page.
DO expect that you may have difficulty finding a credit card processor- travel is considered high-risk, especially if you are just starting.
DO factor in chargebacks as the cost of doing business- they're going to happen and can be very difficult to fight.
DO make sure the hotels you work with can provide you with a signed check-in form from the guest- very useful when you have to fight chargebacks (see previous DO).
DO require a faxed signature authorization and copy of passport (or the credit card) for high-priced reservations and where the reservation name does not match the cardholder's name.

[Habtom]

Thanks LifeinAsia

[Matt Probert]

And DO confirm the booking to the customer. I am nervous as heck about a hotel booking I have made through an agency, and an emailed request to the hotel for confirmation has not received a reply.

Matt