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Did not receive payout from guests' credit card payment Booking.com collected

         I am getting very frustrated.  I have called Booking.com to release the credit cards payments from guests.  It is already the 21 of Sept, 2018, and still no money transfer was received in my bank account.  The first time I open an inquiry online, Booking.com responded that the money was transferred on Sept 10, 2018, and it might take 2-3 days to clear depending on the recipient bank.  It was already Sept 17, 2018, and still no money transferred. After I checked on my local bank, they indicated that no money was ever transferred from Standard Charter Bank Philippines to BDO. My bank request for the reference # so we can track the transaction from our end.  On my second inquiry, Booking.com apologized for the delay of the payout and they will issue a payment.  So the first customer care representative was lying to me that money was transferred since Sept 10.  

       I called Booking.com customer care, four different phone numbers (+6329882000, +6329882020, +6329882025, and +6329882040) as listed on the website.  I was on the phone for 3 hours to catch a live person on line.  However, it keep on saying "all circuits are busy now, please call again later."  Not a single live person on line.  Terrible customer service!!! Very frustrating!  So, I was stuck communicating with Booking.com via extranet messages.  Very impersonal!  Really SUCK.  In most messages that I sent, an auto response tells me that someone will respond in 3 days or 4 days.  Are you kidding me?  You are already late by 6 days in giving the guest payment plus you want us to wait 4 days for a response on a simple inquiry!!!  Your commission had been paid since Sept 3, 2018,  but you are holding on to the guest payment for over 50 days (since the August 1, 2018 payment received).  Booking.com should not be allowed to get commission until the property owner gets paid first! 

     Next, I asked Booking.com for the Reference number since they originally said that the transfer was already done.  For a simple inquiry, they cannot give the Reference # to me.  Then they said "We've forwarded your message to a specialist on this topic. They generally respond within 4 days. Nothing else is needed from you in the meantime."  4 days to wait again?  Are you kidding me?? How hard is it really to see that the property owner has not been paid?  Why are you holding on to our money?  We have bills too: workers to pay, utilities, supplies, food, etc... Don't you understand that the money is needed for our business expense?  Booking.com should pay penalty for not releasing the property owner's money.  But how much penalty is fair?

     I need help on how to collect the money from Booking.com on the most expeditious way? There is no live person to talk to.  The online customer service takes 3 - 4 days to respond and they are not knowledgeable enough to respond to simple inquiries.  How can I collect the money?  Who should I talk to?  Anybody who had experience, please help me.  It is very frustrating for me to shuffle expenses around, with no idea when the money will arrive.  Are others out there have the same experience as me?  How did you handle the situation, pls help!

2 Replies
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Mermaid Islet

hi there.. you are not alone. the payment for me has been delayed also and Booking.com reply is unusually delayed as well. i found there are a number of properties are having similar problem. Im having this feeling that something might go wrong with Booking.com collecting the payments and remitting it to property owners after more than 1 month.. and surely many things can happen during that prolonged time. other booking platform remits the money the next day the guests arrived. just very unusual for Booking.com to keep the fund more than 1 month with them..

2 years ago
1
Mermaid Islet

hi there.. you are not alone. the payment for me has been delayed also and Booking.com reply is unusually delayed as well. i found there are a number of properties are having similar problem. Im having this feeling that something might go wrong with Booking.com collecting the payments and remitting it to property owners after more than 1 month.. and surely many things can happen during that prolonged time. other booking platform remits the money the next day the guests arrived. just very unusual for Booking.com to keep the fund more than 1 month with them..

2 years ago