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Finance Section

How do BnB owners manage to contact the Finance department. I have been trying for 4wks now by email, each time I get an automated reply saying I will be contacted in the next 4dys, this has not yet happened within 4wks now. If I phone the finance number after one hour of waiting to be connected it disconnects each time. Over 20hrs now logged to them without getting through. I’m now so frustrated that thinking about closing off any further business with them. Anyone got any ideas?

12 Replies
68 Views

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Ullaview

Can anyone advise how to get a response from booking.coms finance section 

How do BnB owners manage to contact the Finance department. I have been trying for 4wks now by email, each time I get an automated reply saying I will be contacted in the next 4dys, this has not yet happened within 4wks now. If I phone the finance number after one hour of waiting to be connected it disconnects each time. Over 20hrs now logged to them without getting through. I’m now so frustrated that thinking about closing off any further business with them. Anyone got any ideas?

20 days ago
1
Bank Street Lodge

Hi Ullaview

If you go in to the finance tab and open up the drop down box. Then select "Finance Overview", the contact details are there for the finance team.

I would not advise calling them, as I have tried on numerous occasions, waiting in a queue for at least 15 mins.

I have ended up passing my comment to our local rep, via e-mail to pass to the finance team.

Hope this helps

A

20 days ago
1
Ullaview

This is the contact details I have been using for the last 4wks and also agree about phoning as I’ve racked up over 20hrs on their finance contact number and not spoken to a human being yet. Unfortunately I don’t have a local rep as I am a BnB not a guest house or hotel. A neighbour who has a guest house gave me her local rep number, when I phoned it was told in no uncertain terms that I was a “BnB “ and couldn’t use that number.....so charming. 

20 days ago
6
Sharon Powney

Have you tried messaging using Extranet, Inbox, 'booking.com message', then select Finance and detail problem.  Not sure how quickly they will get back to you but worth a try.

20 days ago
6
Sharon Powney

Or maybe that is what you started with.  Sorry no other suggestions.

20 days ago
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Ullaview

Hi Sharon yes tried all that. Totally exasperated 4wks and no joy. Started ringing the finance number at 9am this morning and it’s the usual tune putting me on hold. I leave the phone on speaker as I go about doing my housework, after an hour this then must automatically hangup. I get through to the Edinburgh number which transfers me to a rep in Shanghai or USA who can’t help as it’s a finance query. What’s the point in giving us a contact number that can’t assist. For the amount of commission I gave them last year it’s a poor show in customer relations.

19 days ago
1
Bank Street Lodge

I agree. B.com customer services do not seem to have their heart set on resolving issues in a speedy manner.

I have had to chase the finance team for over a month to resolve incorrect invoices. I ended up sending an e-mail requesting that a manager call me. I added that if this was not possible, I would speak with the most senior member of management on duty, even if this were at director level.

2 days later, they fixed my issue. You might want to consider this course of action.

19 days ago
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Ullaview

Thank you Bank Street Lodge, but unfortunately I can’t get to speak to a “person”. My emails which I’ve sent constantly have even asked for a complaints form, I get the same automated email response advising someone would reply within the next 4dys. No replies to any of my 18emails in the last month! What the heck do you do when every way you turn there’s a brick wall!

19 days ago
1
Ullaview

Thank you Bank Street Lodge, but unfortunately I can’t get to speak to a “person”. My emails which I’ve sent constantly have even asked for a complaints form, I get the same automated email response advising someone would reply within the next 4dys. No replies to any of my 18emails in the last month! What the heck do you do when every way you turn there’s a brick wall!

19 days ago
1
Bank Street Lodge

Hi Ullaview.

I wonder is there is a regulatory body that b.com are linked too?

Failing that you could log a complaint through a company called "Resolver". I have dealt with them in a previous role, and they will take up the complaint on your behalf.

Thanks

A

19 days ago
1
Ullaview

Thank you so much I will give them a go before I completely loose my sanity. Thank goodness it’s the end of my season, short as it was this year, as I would have ended up throwing the towel in with this lot. Will need to rethink for next year who I’m going to sell my rooms through.

+1
19 days ago