3

Charged commission twice

Booking.Com has charged me twice for commission already deducted from the payout . 

 I received the payments with commission deducted for bookings . I have been invoiced and charged through my bank account for the same commission.  Up until this month it was purely an invoice for my record, but this month they have debited it from my bank ? 


11
BrookAve

Hi

We partners can't do anything financially related, you will need to phone BdC support.

 

Kind regards 

2
Airenlea

It’s happened to me 5 weeks ago. I’ve sent 10 emails, telephoned the finance dept directly ( no answer) and emailed & phoned partner help at least twice a week. No response, no apology no refund. It’s also happened to a partner friend of mine this week too. I would like to know what’s going on? 

3
Sally Tucker

I’m UK 

This is not acceptable and BC need to sort this out .

I have sent a message to the finance department and a voicemail .

I will give them 2 days to sort this out then I will report this as a breach of contract.

It’s such a huge company however all the more reason to get book keeping correct .

keep in touch 

 

 

11
BrookAve

 

The finance dept I can understand as these are likely small in size per region, and different by region too.

 

Thats usually why I tell people to message the BdC Support team via Extranet > Inbox > booking, as this creates a ticket /case that is trackable.

 

Then follow up with a phone call (not the main public main lines) to the Partner Support number under the Booking Inbox.

 

Hopefully you get a follow up soon.

 

What country are you in?

 


 

Kind Regards,

Be Safe, Be Well

 

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2
Airenlea

I’m in the UK and I’ve done all the things you suggested. I have a ticket number & a complaint number and absolutely no response. 

3
Sally Tucker

I’ve received a reply today that makes no sense whatsoever .

Keep in touch I’m interested to know how this proceeds .

3
Sally Tucker

UK 

This is not acceptable and BC need to sort this out .

I have sent a message to the finance department and a voicemail .

I will give them 2 days to sort this out then I will report this as a breach of contract.

It’s such a huge company however all the more reason to get book keeping correct .

keep in touch 

 

2
Airenlea

Thank you Sally. I will keep in touch & if you get a response from the finance department then it’s a step forward & you will have achieved what I haven’t been able to do.

2
Honeypot Guest House

Hiya,

Weve have found the same problem , we are in Scotland , did you manage to resolve the issue , did they explain what went / is going wrong

Cheers

Graham

2
Airenlea

Hi Graham. Yes we are in Scotland too & it also happened to a partner friend last week. I have had no explanation & the only way it was resolved was going to my bank who refunded the money through the direct debit guarantee. Make sure you cancel your direct debit with BC so it can’t happen again. 

2
Honeypot Guest House

Hiya,

So, just this morning we have received notification that they are processing £137 or so into our account, not the £144 but less, Im guessing there has been a refund or something, who knows, weve had so many cancellations ( sound familiar ) and will certainly keep at them, no idea. Where are you guys in Scotland, we are in Crail , Fife.

2
Airenlea

We are in Jedburgh Scottish Borders. They took the commission out of my September payout as per normal & then 5 days later the commission came out of my bank again so they charged commission twice. I have sent 10 emails, left voice mails, made an official complaint to the finance dept & they haven’t responded since 16th October. I finally got a refund through my bank under the direct debit guarantee. I have cancelled my direct debit with them so that it can’t happen again but I’m keeping a close eye on my November payout. If it happens again then I’m coming out of BC. 

2
Honeypot Guest House

Hiya 

Nice view and nice big hoose, all the best , our neighbours are from Jedburgh. Not sure if you are on it but we have found the Hospitality Community facebook page to be extremely helpful. There are many .com hosts on their too, good for sharing stuff.

2
Airenlea

Hi all. Just an update on the double commission charge. My November payout has been paid as normal and the commission taken out as usual. No hick ups it looks like the system is back to normal. What isn’t normal though is that I haven’t had one reply to the 10 email, voice mails that I left. I’m sure that if my bank hadn’t refunded the unauthorised debit under the direct debit guarantee then I would be still fighting my cause. It’s shocking customer service from a global company. Hope you have a good Christmas as brief as it is! 

3
Sally Tucker

Update too .

I had a refund from booking.com , however I’ve had exactly the same again this month luckily because I’d cancelled the DDR the bank returned the commission invoice as unpaid . I’ve put in another query to the finance team to have it cancelled otherwise it looks like an unpaid invoice .The Finance team appears to be a shambles :( 

11
BrookAve

 

Its much simpler than ye think, they are swamped, and can only do so much at a time. 

 

I completely get why many feel this hate to BdC finance dept, but they are no different to the rest of us. They can get sick, be overworked, not have enough hours in the day, and they do not operate 24/7 follow the sun approach . At best they do 7-8 hours a day, case by case.

 

Ye can disagree with that all you want, but it does not change reality.

As at the end of the day we are all human... apart from the Irish ofc, Atlantean Leprechauns. Kind Regards,

Be Safe, Be Well.

3
Sally Tucker

What a load of twaddle ...

They should be able to have an efficient accounts system .

The amount of complaints in the partners group ping through constantly.

Good customer service is paramount and they don’t even respond .

the customer support do answer agreed but the finance department don’t.

Merry Christmas