dispute commission amount
we have an appartment on which Booking is managing itself the payments. That means, they transfer us, the final amount after charging their comission.
In September 2019 we had a Guest, with a payment amout of 2660€. Booking.com itself tranfered us 2318€, that means that they charged a Comission of 342€.
Then in october 24th they send us an invoice form "Inovices&Credit Control department", asking us to pay a comission of 399€ related with this Guest stay.
We answered them on the Inbox Messages, that that was not true. We made it clear, that we do agree that the comission that should be charged was 399€ instead of 342€, but obviously, if they already charged us 342€, we don't have to pay again 399€, but just the difference 57€ (399-342€).
After the deadline of only 48h to make the transfer they automatically removed our apartment from the website. It is on the website, but no one can book it. We did make several claims on the messages and we are always receiving the same answer: "Thanks for the claim, we are sorry for the late answer, you probably already solve that on other chanel"
We tried about 10 times to contact on the phone, the operators are even telling that we are right, but this topic belogs to finances and they cannot do nothing. We even tried to contact the finance department in Neederlands by phone, but we got no answer.
After 8 months we still cannot book our apartment on booking.com.