We are having a nightmare trying to get someone from Booking.com's credit control department to respond to 3 disputed commission payments from our previous invoice. We have sent messages via the extranet which are ignored. We have tried calling different telephone numbers but nobody ever answers . Our most recent message is below . No response after a week. We have even paid the invoice less the disputed commission to show good faith . Now we have a message threatening to suspend our account!!!
With reference to the commission charges on our December Invoice no.***, we disputed 2 charges ( ***& ***) where deposits only were charged by ourselves but we have been billed for commission on the full cost of the booking; and 1 (***) where the deposit only was taken then refunded.
Having submitted a dispute for each of these through the extranet as soon as the invoice arrived on 4th January , we have now been advised that :
“Our finance department has reviewed your request, and we regret to inform you that this commission has not been waived.”
We are disappointed and dissatisfied with this response because it is unfair and clearly fails to recognise the exceptional circumstances to which we have had adjust, and adapt our cancellation policy as a result of th covid travel restrictions and lockdown which were imposed in England and Wales during December 2020.
Although our cancellation policy states that any cancellation within 7 days of the guests arrival date will incur the full booking cost, we felt that it was unfair to charge the full cost when the above bookings were cancelled at short notice due to the above restrictions. In order to retain the goodwill of our guests – Booking.com’s clients – we therefore charged deposits only (equivalent to the cost of the first night ). For *** this was £215.00 and for *** £100.00. For booking no. *** the deposit of £90.00 was fully refunded. We can provide evidence of these refunds and you can confirm them directly with the guests. The credits due on these bookings are therefore £63.75; £13.50 and !5.00 respectively (total £92.25)
When similar incidents with “chargeable cancellations” had previously occurred in 2020 we were advised by your agents during telephone calls to wait until we received our reservation statements then to submit a dispute where charges had been imposed incorrectly. We followed this procedure on several occasions and credit notes were issued. We are now advised that it is necessary to register any amendment in the “ change reservation dates & prices” section of the extranet at the time which we now understand and will ensure is done in future.
We have had a good and productive mutual relationship with Booking.com are very happy to pay commission on payments which we have taken. We will therefore pay £205.50 against invoice no. *** ( £297.75 - £92.25) . We would rather do this now because we will not otherwise be able to claim the credits due until our next invoice is raised - which under current restrictions on trade may not be for 2 or 3 months.
We would also point out that it has taken Booking.com 3 weeks to get back to us on this dispute and in response to our messages in spite of the statement on the extranet that it would be within 2 days. We accept that in the current extraordinary circumstances allowances need to be made, and we hope and expect reciprocal understanding from Booking.com with regard to our attempts to retail guest’s goodwill.
This really is unacceptable. How can we get this resolved if nobody at Booking.com will engage with us? Can anyone help please?