Don't get scammed!
My recent post to Booking.com after being harassed by a no show! Guest contacted us at 21:50 requesting 22:00 check-in. We replied at 22:10 with no response after. We explained that all the days were possible, but that we would need some time because of 10 minutes' notice late at night. First of all we paid all our legitimate invoices, but keep being harassed about a no-show. The guest booked many days and requested to check in 10 minutes after his booking which is unreasonable and almost impossible because dusting, toiletries, fresh towels etc is necessary according to our high standards to ensure guest comfort.
We replied via the extra-net, send the guest messages, called and waited for his arrival. I explained this over and over again. This is a scam. According to the no-show policy and cancellation policy we are owed we had to get full payment of KRW 2 412 468 which is about USD 2 081. This is a big amount for us and of course we would go out of our way to accommodate the guest. Instead we never received payment, the guest didn't show although the house were available for all the nights except for not just walking in straight after booking. Then the guest never replied to multiple messages and calls.
We kept the house available for the entire period and lost income through other channels and private bookings as well for the entire period. Then multiple people from Booking.com contacted us months later with different amounts, reasons and invoices and want us to pay for a scam. We were never consulted by the guest nor Booking.com. Conveniently our e-mail responses got cut off with a message that this is closed, an invoice will be issued and communication after that has a no-reply function. Go to invoices on the extra-net and see there are no options to dispute an invoice and no easy links to comment on it either.
Wow, I will upgrade to the Hilton next time making a booking standing in front of a cheap property late at night with a 10 minute notice, just to upgrade 10 minutes later without any reply or response from Booking.com. I get to stay for free doing some nice late night moves with a channel who is more interested in their commission than sorting out the problem. If you chose to relocate the person, why didn't we get a message till months later. We were preparing to make the best out of an impossible situation.
You guys are doing great. We already lost so much money because of your deceptive free cancellation policy encouraging people to book and cancel while taking the maximum commission compared to other channels. I must say we almost never have complaints from any of our other channels, but guests from Booking.com seem to have a different view of what they are booking. Come on. I am tired of wasting my time with this. We eventually have Booking.com guests tonight and miraculously they didn't cancel. We are honest and very happy to pay what we owe, but this invoice won't be paid EVER! Better tell us in advance so we can get our case ready, cancel our Booking.com listings and leave some honest reviews on one our multiple social site for this and other properties.
PS. Ask Airbnb for some tips. They bring me most business, almost never a cancellation or no-show, no complaints, excellent service etc. For this reason I lowered my prices on Airbnb and they are getting a lot of business.