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BDC's reaction time and solutions

Hello,

We are still new to BDC (since June this year) and in June we immediately experienced a very unpleasant experience of BDC. This case (see below) is still unresolved and we are at our wits' end, who-o-who can assist us?

On June 23rd we received a phone call from BDC (UK). There were guests who had made a booking for a stay in Alicante, but because of the festivities and the noise nuisance they did not want to stay there. These guests have made a (new) booking through BDC in our apartment.

However, something went wrong with that booking and it was never registered with BDC or us, the payment to BDC was nevertheless made by the customer. Hence the phone call from BDC (UK), whether we could accommodate these guests on this (same) day. We said that this was possible, but that we still needed time to prepare the apartment. That was no problem, the guests (4 adults and a baby) would arrive at the end of the afternoon. For the payment we did not have to worry, that would be arranged by BDC. The commission would not be calculated.

Now, September 30th, we still haven't received the payment. BDC is (almost) unavailable, there is no response to e-mails I send via the Extranet, there is no call back et cetera. How do I (properly) get in touch with BDC, who is responsible for handling these cases? It now seems as if we are left with a loss, while we have done everything in our power to help BDC.

If there is someone who can help us, please do so!

Kind regards,

Jan

6 Replies
80 Views

9
Sharonpowney

Hi Jan. I hear your pain but unfortunately you have posted this on the Partner Forum.  So while we can sympathise we are not able to help with something this specific to a payment issue. 

10 months ago
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Jan de Zwart

I undertsand, but i just want to know what ways to go at BDC, because, when I send them a message by the Internal Messagebox, I just receive the announcement that they (normally) react whitin 24-48 hours. After that nothing, no response what so ever.

Is this just happening to us or is this the custom 'normal' reaction from BDC?

The same happens when I (finally) get to talk to someone; they promise to look in to it but afterwards .... no reactions, no respons, nothing.

I don't understand what's happening. Is this the way BDC gives service to their clients?

10 months ago
9
Sharonpowney

The majority of the time I get very good responses from BDC.  I am not sure what you mean by the Internal Messagebox but I always contact them using the 'Inbox' icon on Extranet.  Then booking.com messages.  On the right there is a 'Contact us' and it creates a new message where you select what the problem is so that it goes to the correct team.

10 months ago
1
Jan de Zwart

Well, what I call the "Internal Messagebox" is the same as your 'Inbox' on the Extranet (I didn't know the correct name for it).

This way I send several (9) messages to BDC.each time I received just the automatic message that they will respond in 24 to 48 hours.

Afterwards ... nothing.

Now I wonder, is it me? Or is this a problem they don't want to solve? In the short time we work with BDC we experienced already some problems. BDC made cancelations on reservations that were not whished for by the guests.

So i wonder if more hosts have similar problems with communications to BDC.

 

10 months ago
9
Sharonpowney

That seems really strange the booking.com cancelled a booking.  I have never had that problem.  There are definitely people who make multiple bookings in the same city then pick their accommodation when they arrive and just don't show up at the others.  Or maybe booking.com were trying to sort out some scammers.  But as a accommodation provider I would want to find out why they were cancelled.

10 months ago
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Jan de Zwart

We found it strange too, luckely the guest called us directly and the overstay was 'saved'.

The guest told me that BDC send them a message that I did not accept the payment for the reservation (?).

And yes, we also would like to know why BDC cancelled the rservation, but again, they do not respond to any message in the Inbox.

So, how can I ask anything?

10 months ago