Refunding guests but still paying commission to Booking.com
I'm posting here as I'm not getting a logical response from Booking.com
Recently, we had an issue with the lights in a cabin here that had a Booking.com guest.
As we were fully booked, I could not move this guest to another cabin, and being a Sunday, we could not get an electrician out to fix the problem.
The guest had no lights in the cabin at all for most of their stay.
They were really good about it, and as a gesture of goodwill, I refunded their entire room payment.
I let Booking.com know, thinking that they would remove the commission payable as we had not earnt any money from the booking.
The response I got was this when I asked -
"if this is a compensation from your side then the commission will remain the same, however if you have lowered the room rate for the guest due to this issue then the commission will be paid depending on the price of the nightly rate.
If the latter was the case kindly let us know what is the rate the guest has paid for each room and for each night so we can modify the booking and the commission will apply accordingly."
What I don't understand is this - whatever I did in this situation was to "compensate" the guest from my side. I chose to give the guest the best experience possible and refund their money, but I have to pay full commission! If I had of just discounted the rate and still charged them, then the commission payable to Booking.com would be lower.
Makes no sense - anyone that can explain or has had a similar experience please help?
I'm going to escalate this to my local account manager, but just thought I'd see what others have to say.
Samantha - Pyrenees Caravan Park.