Fraudulent Reservations/Bookings Lost Revenue and Lack of prevention or care by booking.com
Here is a good one. I received a 6 night fraudulent booking from a person that has an address of the Booking.com US Headquarters. I have 5 rooms and this has locked up the room for real reservations and I am have lost 20% of my opportunities this next week.
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I did all the necessary tasks immediately.
1 Pre-authorized the card which returned Declined.
2 Placed the reservation in invalid state on the admin site.
I wrote booking.com via the extranet showing them the addressaddress and they simply sent me back a form letter stating the 23 hour hold. I called the customer service which was absolutely a waste of time. However they understood my feelings though which is comforting.
I asked customer service to escalate this to incident to management for greater problem resolution.
No one can answer the questions as to how or why these occur and what they are doing to prevent it. I can think of several. First, do a simple pre-auth on the credit card. Is the check digit valid? Is the address a valid address or is it for a location that makes no sense, like the White House or Wrigley Field or the US headquarters for Booking.com.
The lack of care by Booking.com is astounding.