Booking.com not paying me ANY of the reservations.
From December 26th, I've had 17 reservations and a sum of over £1000 that Booking.com has not paid me.
I tried messaging them through the extranet since they've stated that that's the best way to get in contact with them and there's not direct number to finance. I have messaged them twice in two weeks after starting up in regards to how I get my payments.
The only response I received was from Invoice and Credit Control and stated that Direct Debit will be set up in February. So after waiting til Feb, I have still not received any payments and paying over £150 in commission. I called up and told them the situation and they've stated that they'll e-mail all the guests and I have also contacted the guests all privately. BUT NO ONE RESPONDED! Of course.. who would respond to a reservation they've made months ago.
They've stated to me SEVERAL times that it's my responsibility to take payments and of course I know now, however, when I wasnt aware (in January) I messaged them to clarify and there's no response?! So, because of Booking.com's negligence in not responding to me that has lead to me losing out of this much money! Of course, if they responded and told me I would have to personally take payments then I would have cut my losses short after the first 5 reservations! I would not had have to wait til over 17 reservations to now chase up on the monies! And I asked why did I receive the message from Invoice and Credit Control stating that Direct Debit will be set up in Feb and they responded that from Feb I will start receiving payments through Booking.com... which after calling up again another staff told me that's not true and that was for taking commissions.
All of the staff has given me different answers that contradicts each other from 'they cannot message the guests' ; 'I can use the credit card details to take payments' ; 'you dont have access to take payments' ; 'all the guests are going to be called and e-mailed' to even one of the colleagues putting the phone down on me... it has completely shattered my trust with using the website as it doesn't seem like they genuinely care and just trying to push the blame on to me and not accept any responsibilities when they've lied to me several times and don't respond to important questions in regards to payment!
This is becoming very frustrating as it's not such a small amount and I'm trying to solve it privately between me and the company, however, at this point I just feel as if it'll be easier to just take them to Small Claims Courts and writing an article to our local newspaper as my friend works for Liverpool Echo.
I am honestly stuck and want to know how am I meant to go about this and if anyone has had the same issues with Booking.com.