B.

Weekly Coronavirus Update: March 16, 2020

EDIT: Since this post was published we have added more resources to help you during this time. You can find them here

Dear partners, 

To begin, on behalf of the Partner Community team here we want to thank you for continuing to support one another during this time. Since launching the Community we have been continuously amazed with the time you have taken to support each other and this situation has been no exception. 

This is a big topic, and community support is essential - so we are adding a #Coronavirus tag to help you easily find all relevant information from fellow partners. We are also constantly monitoring the community to update our help article with the questions we are receiving from you here. 

You can see the article here: https://partner.booking.com/en-gb/help/legal-security/important-information-regarding-coronavirus

As always, this article is available in 30 languages; should English not be your preferred language, you can click on the language dropdown at the top right of the page.

On behalf of the Community Team, thank you again for continuing to support one another during this time. 

Sergei and the Community Team 


6
David

Sergei When are BDC going to do the right thing towards its partners?when a guest makes a choice to reserve NONE REFUNDABLE rates that's usually because those rates are cheaper than free cancellation rates,it's a choice the guest makes at booking.Why should accommodation providers have to be the losers?

2
Jem

That's great that they collect the feedback. It's just unfortunate they don't read it but throw it in the trash and ignore it. 

5
Craigmoniecottage

Hello Bandara Hotels

I agree that as a so called B.Com 'Hotel Partners' we should chalenge so called policies after all not doing that (me included) for many, many years has got us all into the situation we are now facing through B.Com's lack of respect for it's 'Hotel Parners'

The situation that B.Com is enforcing on all of us is untennable by failing to recognise that the current situation is going to put hundreds of thousands of businesses from the very large companies to the smaller businesses such as ours to the bankruptcy courts which highlights the lack of intelligence/business aucumen let alone the integrity of the B.Com leaders.  They may have the funding behind them at the moment to apply the tactics they are striving to enforce but when they have no 'Partners' left (having sent them to the Bankruptcy Courts) then where will they be. Although we may not be around to see it perhaps some good will come of this horrible situation we as 'Partners' are in and in the long term may bring about changes as to how these Massive OTA's operate and indeed maybe other streams will come about that provide better platforms for businesses to market themselves through.  We have all gone along with the OTA's because they were the Giants of the modern industry but as we all know nothing lasts forever and maybe, just maybe the OTA's times (as we all know them) on this planet is like for all of us never going to be the same again because after this the world as we know it will not be the same going forward.

Nonetheless we should keep challenging them by communicating and gathering momentum through other sites already challenging the OTA's through the different courts throughout the world.

5
Craigmoniecottage

Hi David have read this letter and what is Mr. *** looking for a knighthood - don't think so as all he is focussing on is how the 'Phoneix' rises from the ashes.  It is very clear that consideration of the 'Partners' is the last thing on his mind.

There is not one ounce of humility in that letter but then why would there be from a 'virtual' company because lets face it that is what B.Com is. the call centres and any local representatives are all of the same cast, speak from the same 'hymn sheets' and are totally incapable of effecting any changes. 

In another post Sergei says that all comments are passed on and then, sadly  it would seem  obviously discarded because although B.Com are writing letters to their employees and to guests they ain't writing to the 'Valued Partners' except dictatroial messages that when challenged by us the 'Valued Partners' the response is obvious by B'Com's silence and lack of response preferring to hide behind their 'Virtual' image.

Keep shouting - an old 80's timeshare sales jargon 'through enough *** and some will stick.

 

 

 

6
David

Hi,Seriously I have never dealt or been associated with a so called company that we are supposed to be partnered with that behaves in such a dictating and disrespectful way. They even say we should make refunds without deducting our charges for credit and debit card transactions that we have to pay.There as been zero respect or understanding for its partners in these unprecedented circumstances.

5
Craigmoniecottage

Hi David - I couldn't agree more but perhaps this will now highlight the opportunists that front these OTA's and the more momentum that can be increased (lets face it we have more time on our hands than never before) the better.

There was another post (can't see it at the moment but I have a copy of it and can let you have it) talking about legal action in the Netherlands and of course as an individual I could not consider that however as a crowd funded exercise then that is something that could all be in the reach of the hundereds of thousands B.Com partners and maybe something that could/should be considered

I have a lovely property Kilmichael House B & B on Loch Ness if you want to get in touch direct

 

5
Craigmoniecottage

Hi Bandara Hotels

As I said B.Com care nothing for their so called 'Partners' only for themselves and how they,

the 'Phoenix' will 'rise through the ashes' of these sorry times.  Over the years they have become more and more unscrupulous that now in these most unfortunate times expose them for what they are. Just think about all of the multi national companies - down to the Nationals that we in different countries are aware of and how during the past weeks have been receiving e-mails from them acknowledging the hardships that we are going to be presented with/currently experiencing and being told how to get in touch, communicate with them regarding payment holidays (where applicable) etc.  Nothing of the such from B.Com only how they are nailing the coffin lids of their 'Partners' by their so called 'moral' (lack of) actions

Regards Kilmichel House B&B Loch Ness

1
Piotr

Horrible treatment to hosts by BdC! Guest agreed to postpone their reservation for future but BdC canceled the reservation without penalty few days later anyway!

6
David

Piotr, more than likely your guest changed their mind and realised BDC would give them free cancellation without further consulting you.What a great PARTNER we have in BDC

1
Dave

How am I still getting bookings in the UK this week?

I've just had a 2 rooms booked for tomorrow night - Yet the Government said all hotels/ B&Bs etc. were to shut down.

Why is it down to me to have to tell guests this and get them to cancel?

6
David

Hi Dave you must have availability showing for these people to be able to book your rooms.

1
Dave

OK - So I guess I need to close rooms for Maintenance in our diary. Thanks.   

You'd have thought BDC would stop taking bookings in countries where hotels are shut down by the Government.

 

Thanks for your help.

 

6
David

Dave, are you in The UK? people round me on South Coast many small businesses are still open so just keep taking a few if you want.

1
Dave

I'm not that selfish - we all need to follow guidelines to rid us of this virus ASAP. The longer it survives the longer we will be shut and the harder it will be to recover.

Stay shut - stay indoors - stay safe

6
David

Totally agree we have one neighbour still open claiming all over Facebook that she is offering rooms to Police, Doctors, Nurses Etc. which is nothing but lies.Absolutely disgusted that someone would use our emergency services in name just to cover letting to rooms to others

6
David

Sorry Dave forgot to mention but I believe you reserve the right to cancel those two bookings without any cost to yourself.

2
Lala Panzi

Thanks for deleteing my write up just because I paged back before I posted!!

2
Lala Panzi

Now to rewrite my comment!

It seems that their are many Partners out their who feel that BDC treats us as non-entities with regards to our business as long as everything we do is good for the client and of course no matter what BDC always scores.

Now having read that the CEO etc are generously going without a salary this month is a hoot. That does not benefit us but BDC and in the long run the CEO's and Board Members.

If BDC truely wanted to show solidarity in our times of need, they would cut our March bill by at least 50% which anyway will be pretty low due to the free cancellations. Our channeld manager is cutting their bill and they are only a small company in comparison to BDC

What about a petition in that direction? Any IT buffs out there?

1
Saint Anns

85% Property owner, 15% Booking.com, 0% Guest.

Is this the fairest way to charge the cost of the pandemic, in cancelling contracts?

2
Contact

Having received the following message from a guest regarding a non ref refund request:

"If this is not done I will open a legal process with my law office. Just for your reference in this case the major cause for CV19 will have 100% of payout on any lawsuit (Booking just confirm me [the guest] their support on this legal process if needed)."

If this is true it is shocking behaviour from BDC. All the more reason to take a stance.

11
BrookAve

That guest is blatantly lying, and chancing their arm.

 

BdC nor any other business will never say anything of the sort.

 

Just get rid of them by offering a credit for the booking or if they behave themselves and shows good manners they wil be offered 40% refund.

 

Make it clear they cannot throw their toys out of the pram and expect to be taken seriously, acting  like a spoilt brat.

or simply say threatening remarks will be ignored and nothing offered until they act appropriately.

 

Kind Regards, Be Safe, Be Well

7
Bandara Hotels…

I really cannot beleive all this feedback. I thought that only myself demand and expect a better solution from BDC.

 

I really don't know How/When BDC become like this.

1
Insta Properties

Hi ,

Would you be able to explain to me how I am going to pay on April all the money BDC has refunded to most of my guests PLUS the commission they get?

this new Force policy you have used is still unacceptable -  BDC has accepted to waive fees on April (15th onwards). why did you accept to waive fees for a reservation when the person is from the UK and we have not restrictions here just YET? you should get some information before accepting any request. 

what is wrong with BDC? is BDC waiving our commissions? and will waive commissions for the next 3 months? Will BDC pay for my bills, rent, food and for my family needs for the next 3 months? 

we were offering our guests to change dates, we had a plan as is our money is our properties and are our policies to cover US (NOT SO MUCH"your partners"), WE ARE THE ONES IN CONTACT WITH THE GUESTS, WE ARE THE ONES WHO WAIT FOR THEM WHEN THEY ARRIVE LATE NIGHT, WE ARE THE ONES WHO CLEAN THE PROPERTIES AND PUT A LOT OF EFFORT TO MAKE THEM LOOK NICE. 

you have made refunds on my behalf without consulting with me (this was before the new policy), now you just do it without asking us thanks to this new policy you have forced in.

guests had an option to get travel insurance, guests had the opportunity to book an expensive property with a refundable policy but they did NOT. we have had a few reservations willing to change the dates but you still refund the money just because is an automatic system and you do not check if we have offered them some other opportunities.

please tell me you have a GOOD plan for us now as our plans have been placed in the bin BY YOU? because for sure we will see each other in court either I pay our guests (refunds you have accepted) or I pay the rent for the properties for the future guests we have or we pay your commission?

 

2
Jem

I'm refusing.  To pay bdc when they refund the guests and send me an invoice. If we all refuse to pay i'd  like to see them have court cases all over the world. Especially when even if they manage to start. 10000 worldwide court cases and win (which they won't)  we don't have the money to pay anyway so theyll still lose

They've told me they will refund guests and invoice me if i dont pay.

If we all refuse to pay those fraudulent invoices it will be their loss not ours.

They should not be offering refunds in the first place

6
David

Guys please just accept BDC are TO BIG TO CARE not one member of BDC have had the decency to come to this forum and address any of the issues raised TOBIGTOCARE.COM

2
Jem

Sadly true. Although if we all refuse to pay the refunds and they pay them, as they have told me they will, and are left holding all our unpaid invoices they might just feel that pinch based on the current. Situation. 

6
David

They are already feeling the pinch according to their CEO due to their reckless actions that affect business owners a lot more

11
BrookAve

In case no one has thought of it, the main reason this is bad Idea and wont work is :

 

1. BdC can just apply the deficit to your due balance, i.e. minus balance.

2. You then cant get any new payouts until cleared.

3. BdC sell the debt to a 3rd party who will go after you; and BdC suspend your account or close it.

7
Bandara Hotels…

Today I just learn from BCD guest that BCD send auto email to all their guest mention that guest on all rate plan include non refundable rate plan can cancel their booking with full refund.

 

Why BCD have to advertise like that, why don't you try to help hotel partner and BCD to save the money by try to offer FREE AMEND first. If in some case, of course we can talk about full refund. But not an automatic allow.

 

WHY BCD become monster?

 

WHY BCD does not care about your hotel partner?

 

WHY BCD want to lose money, and close company at the end?

 

WHY WHY WHY.....

6
David

The most outrageous thing is BDC thinks it can refund all these guest cancellations many being non refundable then charge us all in the monthly commission invoice not taking into account if the business owner as the funds available or not.This is simply outrageous they are behaving like bullys

6
David

Just had a call from BDC agent asking could a guest cancel for free this weekend. I reminded the agent that the guest had chosen a none refundable rate and had they asked the guest first if they would like to reschedule, by his reply obviously not.he then told me everyone was hurting to which I replied EVERYONE except the guest.

3
Apple Property Group

David i have just had a call also asking if a guest can cancel free next week , i again explained the same and then she said well he can cancel free anyway ! put the phone down and then done a forced free cancellation !  Waste of time speaking to them 

5
Craigmoniecottage

Well Sergei

It is very clear that Booking.Com is NOT SUPPORTING IT'S SO CALLED PARTNERS DURING THESE TIMES BY YOUR ATTROCIOUS AND QUESTIONABLE BUSINESS PRACTICES.

2
Contact

Please also note that free of charge non ref cancellation requests (reason COVID-19) are coming in as far ahead as end of May 2020. Who knows what the situation is by then. Many countries lock down dates seem to be until end of April, so no reason to agreed to FOC cancellations that far ahead.

3
Apple Property Group

This is getting better , a client hasn't paid his balance 60 days before and refused so we cancelled , he has travel insuranc ebut he said not worth it for 80,  now booking have changed from non payment to free cancellation and its in May. What the hell are they playing at ! 

3
Apple Property Group

@Sergei

 

How does booking.com see the new policy released by the Spanish government this evening stating that travel agents/operators can offer a credit or voucher for 1 year and no refunds in the first year? and how will booking.com adjust their policy of blanket free cancellations without approval? I see it as a way of protecting the tourism industry and will booking.com rethink there approach to so called partners.Thanks

 

3
Apple Property Group

@Sergei 

Hello Sergei Can you tell me if the Spanish decree will change the policy of Booking.com on blanket cancellations and clients will be able to offer vouchers or re booking rather than free cancellation 

Thanks 

A

 

11
BrookAve

Honestly it wont.

 

And if you look at the wording , it say ' for  missed package holiday'.

 

Even if this was normal times, EU consumer law states package holidays are refundable.

 

Note that if a guest books your property on Booking.com and not via lastminutre.com, it is not considered a package holiday, its a DIY holiday.

i.e. its separate transactions.

 

Kind Regards  

3
Harlingford Hotel

Sergei, Look at this from the point of view of the hoteliers who trusted, who put their faith in the Booking.com system and in the effective, 'facilitating platform; the only thing all those businesses understand now is that Booking.com has STABBED THEM IN THE BACK!

Booking.com has betrayed, has bullied, has arrogantly ordered refunds be paid without consultation and without agreement to all hotels regardless of whether it is legal or not.

All our reservations were made under the LEGAL terms and conditions - prepayment, non-transferable and non-refundable - clearly readable by the customer and, more importantly, agreed to and accepted as part of the contract between customer and hotel.

Now, Booking.com says they don't care about a 'legal contract'. They say they can change the terms and conditions whenever they like to suit their own purposes.

The hotels have done the right thing by offering to rebook to future dates. THIS is what Booking.com should have accepted AND told the customers that this was the only possibility.