Guest thinks they have paid and booking.com taking their side .. help!
Hello, I own a small one bed room apartment which and I use booking.com among other channels.
A guest contacted me worried that I had taken part payment for a booking from her card. I checked with my credit card company and my channel manager and both confirm no payments have been taken.
Guest seems to think they opted for the 'per-authorisation' option when booking, but it doesnt state this on the booking.
Anyway, guest has provided a bank statement which shows money debited from her account and sent this to booking.com. The transaction reference does not match that of my credit card company, instead it's my name and the property name.
So Booking.com are threatening me to make a refund, but I have not taken any money. I have provided booking.com with my credit card company statements, channel manager statements and their response was that I could have more than one credit card company.
Each time I phone booking i get a different person, have to explain it through to them again and they are never willing to listen to me or read through my emails. They are often very rude on the phone.
I am very worried about all of this and i'm sure the guest is too. Has anyone ever come across this and what I should do? They said the next step is that they will refund the guest and debit the money from my account on my next invoice.