The phone rings, or a message arrives: "On Booking.com the same room is €15 cheaper. Can you match it?" It's one of the most common objections at reception. And the way you answer can turn it into a direct booking… or send the guest straight to the portal.

Let's look at how to reply to "It's cheaper on Booking.com" calmly and transparently, with a few ready-made phrases.

Before replying: check

The guest might be right — or might be comparing different things. Check:

  • same dates, same room, same length of stay?
  • same conditions: refundable or non-refundable? Breakfast included?
  • a Genius discount or promotion the guest sees because they're in the programme?
  • taxes: does the portal show the price with or without city tax?
  • a rate from an unauthorised reseller on a site other than Booking.com?

The difference often comes from one of these. See why your hotel is sold online for less than on your official website.

If conditions differ: explain simply

"Thanks for letting me know! I've checked: the price you see on Booking.com is for the non-refundable rate without breakfast. Our offer includes breakfast and free cancellation up to 7 days before. If you'd prefer, I can also prepare the non-refundable version: with us it's €X."

Tone: collaborative, never defensive.

If the portal really is cheaper: match and add value

If the difference is real (for example, a Genius discount you switched on), the most sensible choice is often to match the price and add a direct-booking perk:

"You're right, there's a promotion running on Booking.com. If you book directly with us we'll match it and also give you free parking and 12 noon check-out."

Remember: even when matching, a direct booking costs you less than the same booking on Booking.com, which includes commission. See how much an OTA booking really costs you.

What not to say

  • "Booking.com prices are fake": it's not credible and calls your professionalism into question.
  • "Then book on Booking.com": they will, and you'll pay the commission.
  • "There's nothing we can do": there's almost always something.

Prevent the objection

The best solution is not to get there:

  • check parity weekly on key dates;
  • show a clear direct perk on your website and in quotes;
  • offer a best price guarantee with simple conditions ("if you find it cheaper elsewhere, we'll match it and add…");
  • train staff with ready answers and the freedom to match prices within set rules.

See how to make booking direct worthwhile without always lowering the price.

Rules for reception

Write a simple procedure:

  1. thank the guest for flagging it;
  2. check in real time (same conditions);
  3. if conditions differ, explain and offer the equivalent option;
  4. if the price really is lower, match (within a set limit) and add a perk;
  5. log the case and report it to whoever manages pricing.

Frequently asked questions

Can I legally offer a lower price than Booking.com on my website?

In the EU, yes: the Digital Markets Act bans Booking.com from imposing parity clauses. Outside the EU, check local rules and your contract.

If I always match, won't guests take advantage?

If your direct price is already the best, cases will be few. And every booking recovered saves you the commission.

What if the guest has a high-level Genius discount?

Weigh it up: matching still saves you the commission. Alternatively, offer a perk of equivalent value (parking, breakfast, upgrade).

Want to prepare your staff for these situations?

With our free marketing audit we check your hotel's rate parity across the main channels and help you set rules and replies to win back direct bookings.

Sources: European Commission – Digital Markets Act.