Handling Booking.com special requests—especially for child, baby, and booster seats—requires specific communication steps and coordination with suppliers. Since we communicate with Booking.com clients exclusively through their internal form, all clarifications and cost updates must be submitted using that form. This process ensures compliance with Booking.com communication rules and helps deliver a consistent client experience.
What problem are we fixing?
We are ensuring that all Booking.com special requests are managed correctly, following their communication policy, and that clients receive accurate and timely information regarding availability or extra costs.
Step by step
Identify booking.com bookings with special requests
To view pending special requests, open the taxi transfer platform, select confirmed bookings and apply the filters “Special request to be actioned.” + Corporate + type booking.com in the searchbar.
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Open the relevant booking and locate the Special request in the Ride information section, below Pieces of luggage.
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Check if the special request is clear
For Booking.com, most requests concern child seats, baby seats, or booster seats.-
If the client just mentions that they are travelling with a child but doesn't specify if a child seat is needed, contact the booker via the Booking.com form (found in the Client procedure on the left side of the booking page).
Fill in the form:
- Your email address: Use the Operations@get-e.com as email address.
- How can we help you?: I have a question about a booking > A customer's special request > Childseat query.
- Booking ID: Add the client reference number indicated on the booking page (Client procedure)
- Subject: Make it concise. Child seat inquiry (or something similar)
- Description: Booking.com reference + Short message. Example: ID 613542437 please advise if the children need child seats.
- No need to add attachments.
- Click Submit.
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If the request is clear
Check the assigned supplier procedure on the right side of the booking page to verify if there is a fixed price agreed for child, baby, or booster seats.
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If a fixed price is available
Apply the agreed supplier cost.
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Add €10 on top of the supplier’s cost as Get-e’s commission and the enter the final amount in the Sales price.
Note: Always add €10 profit per child seat when setting the sales price.Examples:
One child seat: Supplier cost €10 → Sales price €20 (10 cost + 10 profit).
Two child seats: Supplier cost €10 + €5 second seat → Total cost €15 → Sales price €35 (10+10 for first seat, 5+10 for second seat).
This ensures the profit is applied consistently for every child seat, regardless of discounts or multiple seats.
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If no fixed price is listed
Contact the supplier (by phone if the pickup is within 2 days) and ask if they can guarantee the request and whether it is free of charge.
If it is not free, set the price according to the supplier’s quote and add €10 commission on top of the cost price.
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Inform Booking.com of the additional cost
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Communicate any extra cost to the booker using the Booking.com form (link in the Client procedure section of the booking). The description should always include the Booking.com reference number and the amount of extra cost (with Get-er commission!).
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Add booking comments
Leave detailed booking comments, including a summary of the actions taken and all related Zendesk ticket numbers for traceability.
When submitting the Booking.com form, no Zendesk ticket numbers are generated.
However, always add a comment in the booking confirming that the form has been sent.-
Confirm the special request
After completing the required action (clarifying with the client, confirming with the supplier, or fixing the price), always click the “Confirm special request” button.
This ensures the list remains up to date and confirms that the special request has been processed.
Conclusion
By following this procedure, all Booking.com special requests are managed in line with Booking.com’s communication rules. This guarantees clarity for clients, consistency in pricing, and efficient coordination with suppliers, ultimately enhancing service quality and compliance.