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Refunding guests but still paying commission to Booking.com

Hi Everyone, 

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.

Thanks,

Samantha - Pyrenees Caravan Park.

3 Replies

7
Thuild - Your …

Dear Samantha,

Your situation is easy peasy lemon squeezy :)

You just need to tell BDC again that you have NOT taken any payment from the guest. Simple as that, and the commission should not apply.

If they want to double check, let them call the guest and ask them directly.

Don't accept your fate of paying any commission for this case.

PS: I had a case where the guest wasn't satisfied with the location (he thought that near the forest was in the city center, poor him) therefore he went to another place and BDC tried to pull one on me, but if you insist, they will understand.

Best of luck,

Zsolt - www.thuild.com

10 months ago
1
Pyreneescaravanpark

Hi Zsolt,

Thanks for the reply, I thought the situation would have been easy, lol. :)

I've just sent another reply after sitting on their reply for a couple of days. I asked to see contract / policy where it says I must pay commission on a booking that I have never taken payment for.

I'll see what they say, and if no satisfactory response, I'll phone my account manager (whoever that might be).

I felt in this situation, that refunding the guest in full was the most appropriate action, and one that would reflect favourably on both my property and albeit indirectly, Booking.com

I won't be paying commission, after all 12.5% of zero, is zero!

Lol on the guest that thought the forest was in the city centre.... smh.

Thanks again for responding,

Samantha - Pyrenees Caravan Park

10 months ago
7
Thuild - Your …

Dear Samantha,

I'm shocked to see you pay only 12.5% commission to BDC. We pay 18%.

There are quite a lot of discrepancies in commission % around the world. I feel like it's something that better lawmakers do to help local businesses.

We have plenty of funny reviews with low score :) go ahead and read them by looking us up on BDC site: Thuild - Your world of leisure

Best regards,

Zsolt - www.thuild.com

10 months ago