booking.com refuses to cancel bad reservation
We're a small, family run B&B. We cannot accept middle-of-night arrivals (our check-in closes at 10pm), and our room rates are set according to occupancy of each particular room. All of this is clearly specified in our booking.com listings. Our property score is 9.6 based on more than 120 reviews.
We received a booking late Monday from a guest for a single room for Thursday night. In it she tells us that she won't be arriving until as late as 12:30am Friday, and that she is bringing another guest with her.
Obviously we are under no obligation to accommodate her. We wrote her a polite note stating that we cannot accommodate late check-ins, and that the room he has booked is single occupancy. Wew telephoned and left voice mail. There has been no reply.
We also emailed and telephoned booking.com. They never acknowledged the email and took no action after the phone call.
We called booking.com a second time Wednesday morning. By this time our property had already spent over an hour attempting to deal with this simple issue. This time we explained that we would not honor the reservation and we expected booking.com to cancel the reservation promptly.
I was told we had to speak with a supervisor and was placed on hold. After another 10 minutes, the supervisor got on the line and explained she had to call back. She spent another couple of minutes verifying our identity before hanging up and telephoning our property. The conversation went something like this:
Booking.com rep: "As I understand it, you want to cancel this reservation because you THINK the guest plans to bring two people"
Me: "I do not THINK it. The guest informed us through email that she is arriving with a party of two. It is in black & white on the correspondence record. We also do not accept middle-of-the-night arrivals, and we will not honor this booking."
Booking.com rep: "Well, we will have to call the guest."
Me: "With all due respect, booking.com should have called the guest yesterday. We have already spent a great deal of time on this very simple matter."
Booking.com rep (dripping with condescension): "There's no need for this attitude. I am trying to help you".
Me (exasperated with the arrogance, and out of time): "I'm sorry but this conversation is over. We will not honor this booking. Thank you for your time."
It is really quite astonishing how booking.com refuses to allow even the most stable and reliable properties to prerogative to cancel suspect reservations, yet arrogates to itself the right to maintain reservations that in clear violation of the booking terms. The company's lack of respect for the management time of its partner properties is simply infuriating.