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Forced to pay for a free holiday for a guest

Dear Partner
Ref:1531269492

Can you please explain why I have been penalised for this booking of this amount when we had followed your procedure according to your policy? we gave this person the opportunity to relocate to two different locations but she would not accept the change of venue, so after six months notice to her which was given on the 27 April 2018 and also marked as a no-show because we were expecting her to arrive after her not accepting the change of venue.
This is a very unfair and aggressive action by you as a partnered company, we didn't charge this customer as a no-show so why have you charge me more than the original invoice?
Your company has reached out to us on many occasions where we have refunded or not charged a no-show with your pleading emails because the customer may have been ill or some other excuse and now you have been judge, jury and executioner.
So therefore I am reaching out to you as a partner to refund these charges.
Invoice number : 1531269492 345.90
Booking No *** commision 34.20, 25.50 Total = £405.30

Although marking as no-show as well. 

FireShot Capture 3 - Holmsleigh Guest House · Reservation D_ - https___admin.booking.com_hotel_hot.png
FireShot Capture 4 - Holmsleigh Guest House · Reservation D_ - https___admin.booking.com_hotel_hot.png
I do not understand why this should be paid when you cannot reason with a
person who is unreasonable this is like holding a gun against your head.
 
This policy needs to change because if you follow the policy you still get penalised, 
 
Would love to hear your views
 
Harry & Jules
11 Replies

8
Leandri Klopper

Hi Holmsleighestates ,

Just checking to make sure you are aware of where you posted this message... this is the Partner Forum. So property owners, like yourself, use the forum to collaborate and share ideas on how to be successful on Booking.com. There are no Booking.com employees here that can help you with a specific issue.

You can get that type of service by sending this message through the extranet -> Inbox -> Booking.com messages.

Also just checking something, did you dispute the charge? Go to your invoice and dispute the charge otherwise Booking.com will not investigate it.

Best of luck!

9 months ago
1
Holmsleighestates

Thank you Leandri for responding. All responses welcome, and just sharing out of frustration, and yes we did e mail booking.com twice but neither have been acknowledged. Just wondering if there is a way of getting a response, and if this happens regular because the guest in question seemed to know she could use this in her favour to get a free holiday, and cheekily demanding we pay for a very expensive hotel.

If some guests know that they can get free holidays if there is a technical fault or any other reason that has brought about a cancellation, then this is open to abuse, where as on the other foot, a guest can cancel last minute with no penalties. I agree there has to be good reason, but it is worth a highlight because it could affect future businesses, paying out compensation through no fault of their own in unforeseen circumstances.

Many thanks

9 months ago
7
Thuild - Your …

Dear Harry & Jules,

As Leandri asked, have you tried to click on the dispute box in the invoices tab?

If not, BDC will not acknowledge the case.

Besides this, would you explain what prompted the relocation in the first place?

Because if any of these 2 cases prompted it, then you have 0 chances to get any refund and you should of read the Terms&Conditions because these charges are justified:

1. You had an overbooking, meaning that someone else reserved the place on another channel, thus the reservation from BDC couldn't be fulfilled.

2. You asked the guest to cancel the booking on various personal grounds. You didn't want to host the guest during that period for some reason.

Beware that BDC bookings are guaranteed, therefore if you have any of the above 2 cases, you need to relocate them and pay for the relocation.

Case closed.

Best of luck,

Zsolt - www.thuild.com

9 months ago
5
Wightgal

Harry & Jules

Have you received payment for the original booking?

9 months ago
1
Holmsleighestates

Hi Wightgal

No Payment has been charged by us although the no-show button was executed

we were still waiting for this guest to arrive as she refused our request to cancel

booking and was still an active guest on BDC arrival report that day.

Warmest Regards

Jules & Harry

9 months ago
5
Wightgal

Ok. so the most you can be liable for is the difference between the cost of your accommodation and the accommodation actually used., £405 is a huge difference!

9 months ago
1
Holmsleighestates

Hi Zsolt

The dispute button has been taken off so not active.

We did have an active double booking which we do use Site-Minder as a channel manager to stop this type issue but with technical errors on both sides of the channel we cannot establish why this happened.

The request to cancel was actioned by Site-Minder Channel manager 6 months before arrival and the customer replied the same day, although we had suggested some other venues to stay she refused our recommendations and wanted to take an aggressive stance through BDC and action her solicitors.

After many attempts to reason with this customer she kept her booking live with BDC and because she didn't show we executed the no-show button.

Therefore although we as a partner have the opportunity to request a cancellation on the pulse app or report a no-show we have no protection so this is a very unreasonable situation, whatever we do we cannot solve this dispute.

Warmest Regards

Jules & Harry

9 months ago
1
Holmsleighestates

We are getting charged for commision on the booking which is And £345.90 for relocation.

which reflects a total of £405.30 being forced to pay by us, this is not fair business.

Warmest Regards

Jules & Harry

9 months ago
7
Thuild - Your …

Dear Jules & Harry,

If it was Siteminder (which I also have), they can pay for the loss incurred due to the unsolved error.

So, if you have a channel manager and a double booking happens, the channel manager needs to take on all the losses resulting from that error (if it was on their side). If the error was on the other channel's side, then the channel is responsible.

I usually ask for the XML logs and check myself where the issue could be and only once it happened to me and I asked (not Siteminder, the former CM) to pay the losses which they did as the error was of their own fault.

Pursue this next time or now if the case is still relevant and you are in the timeline according to the T&Cs.

Best of luck,

Zsolt - www.thuild.com

9 months ago
8
Leandri Klopper

Hey Jules & Harry,

It seems like you have gotten some very good advise from Zsolt regarding the channel manager.

I absolutely hear your frustration, and it's sorry that the dispute button no longer shows. I've only had to dispute about two commissions that I was charged and both of them worked out just fine but each one of them warranted a Long email from Booking.com regarding how their system works (which felt a bit like a personal attack but hey, at least they didn't deny my dispute).

In both emails of why they would be entitled to decline my disputes, they had mentioned the no show button. The no show button is only applicable if the guest actually does not show up without prior arrangement. As far as I know, correct me if I'm wrong here guys, you can't tick no show if the guest has misbehaved and you don't want to pay the commission on the booking.

So it's quite specific. Feel free to ask, sorry that this happened to you though!

I checked out your property, is it the Holmsleigh Guest house in Braunton? You have such an excellent rating! Luckily this experience didn't bleed all over your reviews.

9 months ago
7
Thuild - Your …

Usually when you hit guest misconduct button, logically the guest had to be checked-in for you to assess his behavior, therefore you cannot mark it as a no-show and vice versa.

9 months ago