Online Reservation Issues

(edit October 2022: we now have an online booking system controlled by us, although the crazy stuff below still happens at other sites. This is the site controlled by us: https://hotels.cloudbeds.com/en/reservation/sdQnSb)

Recently we’ve heard of more and more upcharges and expensive practices by online booking services. We didn’t do it! We have online reservation arrangements with just 2 organizations, Booking.com and Expedia.com. We’ve had these arrangements for many years, as we were the first non-franchise place around to offer online booking.

It seems only recently that some new practices are spreading through the industry. We don’t have control over these practices:

Subcontracting — many websites offer booking for our hotel that we have no arrangement or control over. They’re working under booking.com or Expedia and re-selling rooms available there. This is an arrangement between Expedia and the other company, and we can’t stop it.
Higher Rates — we set a certain rate with Booking.com and Expedia.com. It’s a higher rate than we would charge if you call us directly, to account for the commission we have to pay these services. What we’ve seen recently is an even higher rate being displayed on the website when you reserve. Where does the extra money go? Not to us!
Pre-Pay — you may be encouraged to ‘save money’ by ‘paying in advance’. We don’t do this! We don’t get the money until you check in!. This is a profit-increasing plan by the booking companies. First they raise our rates, then they offer a discount back closer to what we’re charging in the first place. Then they keep your money until check-in, when we get some of it. We don’t like any part of this arrangement.
Cancellation Insurance — Perhaps a reasonable service, but you would get much better service at no cost by booking directly with us. We’re very reasonable and fair about cancellations, even last minute cancellations. If you no-show without notice or have a last-minute cancellation with an online service you will likely be charged. If you book directly with us and call us with a last-minute cancellation, we’ll likely try to re-sell your room and waive charges if we can re-sell it.
Limited Availability — OK, this one is our fault. We don’t list all our rooms as available, some are kept to be booked only through us. We don’t list our 2-room suites up front at all, rooms 12 and 14, only available by calling us directly.
Incorrect Phone Numbers — When you reserve online we get your information, credit card number (sometimes this is revealed only on check-in day), and your phone number. Sometimes, though, the phone number is not yours, it is just a general number for the booking agency. This breaks our system of sending you check-in information by text message on the day of check-in, you won’t get our text messages because we don’t know your number.