Hello, first of all thank you very much for the cooperation of all the members of this forum which is always a great help.
My name is Fran Alvarado and I manage a small holiday home in Gran Canaria. From the beginning of our collaboration with Booking we have chosen to make customer charges through Booking.com due to the great simplicity and comfort, well, last month, August, we haven’t been paying a bill for a one night's stay and the explanation given to us in the extranet is that we have charged this client directly. We have contacted the client and have asked him to send us the confirmation email in which you can clearly see that, as always, Booking.com has charged his reservation.
I have tried to contact the finance department via email since September 2nd and I have never received an answer to my emails, I have tried to call them but I have been waiting for up to 30 minutes without success for several days.
I no longer know what else I can do, but I feel totally abandoned by collaborators assistance department and I think that nobody wants to take care of my case, and honestly it doesn't seem fair.
Is there any way to make a complaint with booking.com or do I simply have to leave them not paying my bills whenever they want?
Thank you very much in advance.