This topic has gone way off-subject. I simply wanted to know how one could make a complaint, I assume it is still not possible as the last time I asked the agent she told me it is done by clicking the thumbs down icon which beggars belief.
I have to be fair and say that while customer support is appalling, I have found Booking.com to be excellent. My original problem was with accounting and they made such a total mess of my invoices that knowing the fault was at their end, they decided that it was more economical for them to write off the £700 commission I owed than to sort it out.
Since then I have started using their "pay by booking.com" service which I love and have had no problem getting paid. I have not had a single no-show or late cancellation.
Having said that, creating policies is still a mess and not surprisingly, when I contacted support their reply was nonsense so I have accepted I will have to live with it.
So going back to my original question, there needs to be somewhere we complain to when customer support is not working. And I am not talking about making a complaint to the department we are complaining about.
Yes support from the community is very good and members have tried the best to help. It's just a shame that booking.com refuse to support their own community.
To be honest I have no complaints with them in general. It doesn't matter how much commission a company charges, it is the net income at the end of the year that is important. Airbnb are certainly gaining market share but they are dishonest. People looking for accomodation in my small village will not be shown accomodation resulting from their search but the hosts that have generating them the most commission. The result is that guests unwittingly book accomodation miles away when there are places here.
My experience with booking.com is that they are not dishonest but unbelievably incompetent. The irony is I owe them quite a lot of money in commission but have no way of paying. My account has four invoices outstanding in different currencies with one of them being part paid . Any other company would simply send me a statement telling me what I owe in total but when I suggested that they had no idea what I was talking about.
Normally I would say it is down to bad management but it seems to be there is no management and just a lot of departments working without supervision. How else can you explain the refusal to accept complaints
The issue is for years they invoiced me in Kunas and I paid immediately with no problems. Out of the blue the sent an invoice in Euros but told me I had to pay in kunas. I asked how many kunas that was and they replied (in croatian) with an exchange rate and not a figure. I calculated the figure using their exchange rate but apparently that was not the correct amount but they refused to tell me exactly what the correct amount was. So three months and another euro invoice later I am told I will be penalised if I don't pay their invoices but I have no idea how much I have to pay.
Maybe it saves them time by closing tickets automatically but I have wasted hours on this. incidentally my wife is Croatian and she can't make sense of their messages. According to her (and google translator) the message says I have over paid and yet the invoice I paid is marked not paid.
If you look at my original post you will see that is precisely what I was asking for
That is exactly what I said.
This topic has gone way off-subject. I simply wanted to know how one could make a complaint, I assume it is still not possible as the last time I asked the agent she told me it is done by clicking the thumbs down icon which beggars belief.
I have to be fair and say that while customer support is appalling, I have found Booking.com to be excellent. My original problem was with accounting and they made such a total mess of my invoices that knowing the fault was at their end, they decided that it was more economical for them to write off the £700 commission I owed than to sort it out.
Since then I have started using their "pay by booking.com" service which I love and have had no problem getting paid. I have not had a single no-show or late cancellation.
Having said that, creating policies is still a mess and not surprisingly, when I contacted support their reply was nonsense so I have accepted I will have to live with it.
So going back to my original question, there needs to be somewhere we complain to when customer support is not working. And I am not talking about making a complaint to the department we are complaining about.
It still come back to my original question. How can a company be well run when it refuses point blank to accept complaints?
Yes support from the community is very good and members have tried the best to help. It's just a shame that booking.com refuse to support their own community.
To be honest I have no complaints with them in general. It doesn't matter how much commission a company charges, it is the net income at the end of the year that is important. Airbnb are certainly gaining market share but they are dishonest. People looking for accomodation in my small village will not be shown accomodation resulting from their search but the hosts that have generating them the most commission. The result is that guests unwittingly book accomodation miles away when there are places here.
My experience with booking.com is that they are not dishonest but unbelievably incompetent. The irony is I owe them quite a lot of money in commission but have no way of paying. My account has four invoices outstanding in different currencies with one of them being part paid . Any other company would simply send me a statement telling me what I owe in total but when I suggested that they had no idea what I was talking about.
Normally I would say it is down to bad management but it seems to be there is no management and just a lot of departments working without supervision. How else can you explain the refusal to accept complaints
In this case it is just sheer incompetence. I actually owe them money for commision and want to pay it but they are making it impossible for me.
The issue is for years they invoiced me in Kunas and I paid immediately with no problems. Out of the blue the sent an invoice in Euros but told me I had to pay in kunas. I asked how many kunas that was and they replied (in croatian) with an exchange rate and not a figure. I calculated the figure using their exchange rate but apparently that was not the correct amount but they refused to tell me exactly what the correct amount was. So three months and another euro invoice later I am told I will be penalised if I don't pay their invoices but I have no idea how much I have to pay.
Maybe it saves them time by closing tickets automatically but I have wasted hours on this. incidentally my wife is Croatian and she can't make sense of their messages. According to her (and google translator) the message says I have over paid and yet the invoice I paid is marked not paid.