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2
mrw

Credit control & relocation

Recently, we had a guest who did not respected contractual conditions on Booking.com, as he came with a small dog (pets are on demand with us) and did not respected early check in policy.

This case had been treated as a relocation by Customer Service, even if in the extranet facility, it is still mention, that the reservation had been cancelled (by Customer Service) with fees !

Credit Control did proceed with 2 Relocation bills even if the guest mentionned on Airbnb alternative accomodation was not the name of the reservation with Booking.com (a reservation with Airbnb is intuitu personae)

Credit Control does now pretend that it is not a relocation bill but a customer complaint !

How to manage ?

 

3 Replies

7
Thuild - Your …

Hello,

Well, it depends on how you went about reporting this to BDC. Did the guest request the relocation or did you do that?

If the guest has breached your policy, has BDC understood that?

You will need to clarify this with BDC unfortunately and don't give up. If you're right and the guest tries to do funny business by filing a complaint to get his new reservation paid for by you or BDC, then you need to strongly clarify this.

We had such a situation when one guest booked, he brought a kid that was too old for us to accept and we agreed to cancel his booking so he can go find another place to stay at, while this was agreed on with the Customer Support of Agoda (BDC group company). Then, he screws us over by filing a complaint for a relocation, for which Agoda invoiced us, because he reported that we charged him cancellation charges and he had to relocate, leaving us to pay 2x the booking amount from which we saw 0 money. Total loss so we are never doing this again.

Let the customer support sort it it by themselves and make sure you have a written and signed agreement that the guest has no pretensions.

Best regards,

Zsolt - www.thuild.com

1 year ago
2
mrw

dear Zsolt

Thanks a lot for your prompt reply

We always try to anticipate those siuations ! bu BDC customer service are sometimes surprising about conditions (with Airbnb, it is worse !)

They did consider to relocate and refunded the guest even if he presented a bill with an other name : a legal case !

BDC did emetted 2 diferent bills dealing that case as Relocation written upon the bill and wrote that it was not a relocation !

Funny ?

1 year ago
7
Thuild - Your …

Well, for me to figure this one out, it would be necessary to see everything. But we cannot really do that.

Best is to keep pushing and not accept anything from BDC that is not a real solution.

1 year ago