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Booking.com doesn't cover Guest Damage to our Homes

I am a owner that use Booking.com as one of the platforms allowing guest to use my home when visiting Atlanta.  Other platforms have Damage protection.  I didn't find that out until i had guest that decided to punch holes in the wall and cut furniture.  Booking advised that they will only return the commission that the guest pay to stay.  So i have $200 worth of damages, but they said I can have have the $43 that they charged for the commission.  The owner is responsible for all damages.  So now I have to make the guest pay a refundable $250 if they want to stay, which reduce the amount of guest stay.  Booking.com is the worst!

2 Replies
47 Views

10
BrookAve

 

Hi Verland,

 

Sorry to hear of your bad luck.

But the devil is in the detail. Its important to read everything when joining to understand how it works on BdC platform.

There should not be any assumption or sense of " It should be the same on all OTA platforms". That is just extremely unrealistic.

 

There is even a part on deposits and how you must do that yourself as it is not collected by the OTA, in this case BdC.

 

So no BdC are not the worst, you just did not prepare correctly. I see this type of mistake alot on here from new partners, just not reading what is right in front of them. Instead they rush to get setup when they should take the time to read all of the Partner Help > First Steps sections.

 

 

I do not casually defend them, because I also call them out on things where there actually is something to call them on.

 

In order to collect deposit and not over charge on it , as doing so can put people off if its unreasonable.

 

You would need ideally a Virtual Terminal from a payment gateway provider such as payrexx.com, sumup.com

 

This will give you the ability to have in your auto message template for new reservations, a first action mandatory for new guest to instruct them their booking is not complete until the deposit is prepaid with in 2-3 days.

 

It gives you the ability to insert into a message a payment link with the amount preset , description etc. then guest then sees many payment options on the web page they get directed to , to checkout.

 

That is all for now, and reminder cooler minds prevail, stick with it and read through the content on here there is plenty of solutions and workarounds.

 

Kind Regards, 

Be Safe, Be Well

 

 

6 months ago
B.
Account Adviso…

Hi Verland, 

 

Thank you for your post. My name is Tiffany and I am an Account Executive here at Booking.com. I've been with the company for over 2 and half years and worked across a number of teams.

 

I am sorry to hear that your experience wasn't great. In order to help manage any future damage that may be caused to your property, I would recommend setting up a damage deposit. 

 

A damage deposit is a set amount that a guest pays either before or on arrival, which is refunded if there is no damage to the property.

 

Booking.com cannot collect damage deposit payments from guests on your behalf. Instead, you need to arrange this directly with guests according to your house rules.

To set up your damage deposit, just follow the steps below:

  1. Log on to the extranet and select the ‘Property’ tab.
  2. Click on ‘Policies’, scroll down to ‘Additional fees & charges’ and click on ‘Change /add details’.
  3. A pop-up window will appear where you can make adjustments.
  4. Click 'Save' at the bottom of the page when you’re done.

Remember: A damage deposit is fully refundable, subject to a damage inspection of the property.

 

If you need us again, we're always here.

 


 

Tiffany L.

Partner Services

6 months ago