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has any one else suffered late payment from booking .com

I have been hosting guests from booking .com since January 2018 , has anybody had to wait beyond the 15th of the month following the booking for payment?

has any body received an email in response to an enquiry to booking ,com within 2 working days?

51 Replies

8
Leandri Klopper

Hi there Mr Pearson,

Thanks for asking.

I can't answer the first one as Booking.com doesn't pay me. (I'm too much of a control freak to activate that option yet.)

Yes I've received a response within 2 days before... that said I've had very fluctuating experiences recently with the message system. Sometimes they answer immediately, sometimes they never answer but fix./take action I requested, sometimes they never answer... They are either Really good and on point or it's like there is a snow day and no one is in. I'm a bit confused as to why this happens, maybe different offices gets the queries and some are better than other? Not sure.

Anyway, keep well!

11 months ago
1
Richard

Yes, payment has been an issue with me, and it is now the 15th July and I am getting worried !

Midkinleith

11 months ago
1
Ikesson

Same here no payment. Took the commission bearing in mind these guests paid booking.com many montgs ago.

11 months ago
1
Richard

Hi Good to know I am not the only one. I rang and they said there was a technical glitch and I should receive payments today. As you say they are paid weeks ago. Not an ideal arrangement especially with huge commission. I am thinking of opting out of this and taking payments myself with a card reader.

Richard

11 months ago
2
Sue Norris56

yes, same here and my account is not showing pending payments so the money from June won't come in today. bearing in mind that the invoice was processed on the 3rd July, this just isn't good enough......booking.com need to get their act together!!!

11 months ago
1
Ikesson

The contract is 14 days from date of invoice . Invoice date was the 3rd so tommorrow is their last date to settle our accounts. Let's see what happens.

11 months ago
2
Sue Norris56

they actually state that payment will be made by the 15th of the month and as yesterday was Sunday it should be today at the latest!!

11 months ago
1
Ikesson

If you read it on your invoice though it says will be paid within 14 days of your invoice date with ours being the 3rd.

11 months ago
1
Salmonlandings

Yes same with us it is now the 16th so called them, they tell me all of UK has not been paid and it will go hopefully today or tomorrow!!! Ummmm I think we should all opt out of their payment scheme we cannot afford for booking.com to go bankrupt !

Not good and if anyone has any access to the press this needs publishing, because if it is simply that they dont have staff or an administration glitch it may well be they need that kick to sort it.

Or we simply do not accept any more of their guests without payment..... that would reach the press very quickly!

11 months ago
1
Ikesson

Ive just had an email confirming payment to my bank was made on the 13th hmmmm lets see what happens

11 months ago
1
Richard

Hello all,

still nothing in my bank account. And we should ge compensation of some kind. This is not the way to treat so called "partners".

Richard

11 months ago
2
Sue Norris56

I'm with HSBC and it shows pending payments, the amount and the date it is due to go into my account. I've checked this morning and I have nothing pending so therefore, it won't go in today. let's hope it gets put in at some point as it's a lot of money.

Booking.com are making a fortune out of every host as not only do they charge a minimum 15% commission but they are also getting interest on all the money they are holding for hosts until the following month.

For the amount of money booking.com earn out of hosts, I think they should offer a far better service.

11 months ago
1
Salmonlandings

Have just had a response from their CEO who has passed our email on (obviously!!), as follows

Dear partner,

Thank you for your partnership with Booking.com.

My name is , I’m contacting you from the Customer Relations department on behalf of , who personally forwarded your email to us.

First of all, our sincerest apologies for the inconvenience caused by your recent experience with us, we completely understand your frustration.

I have reviewed the issue with payments, and unfortunately due to system issues, our payments department has delay in payments in every country. They are working on resolving it and will process it as soon as it is fixed.

Please accept my apologies for any inconvenience.

Thank you for your cooperation.

Kind regards,

--
Customer Relations Executive
Booking.com Customer Service Team

11 months ago
1
Salmonlandings

One more thing all our responses have to be approved by booking.com before released we probably need to have some way of contact other than this

11 months ago
1
Salmonlandings

This is directed to whomsoever is so called 'approving' my previous mail as it has been stopped because it included in it a email from your credit control as directed by Gillian Tans your CEO. Wouldn't it have been not only commerically astute but also ethical to have informed us all of your problem prior to today, you must not only be taking millions of calls but you must know that you are loosing credibility here. Why was the email I just receieved not sent to all as a matter of duty under your contract with us. Publishing this should actually help your call centre.

11 months ago
3
Riveroflifeuk

Well I have just £15 in my bank so no monies for food to buy breakfasts for my guests. I will be informing my guests of this situation as am still waiting payment into my bank account. Nor can I currently pay my utilities, council tax, loans and am incurring interest on my maxed out credit card. I am disgusted with their late payment system. Its putting me out of business and I only just started!

11 months ago
1
Ikesson

Nothing again this morning folks its time to email our future guests and cancel their bookings.

11 months ago
1
Salmonlandings

We agree we cannot accept the risk of non payment beyond where we are now. We have also sent to BBC our letter from them of yesterday (above).

I believe we will be turning people away today unless they want to pay us directly, biggest problem is going to be the censor on our emails to guests as b.com will block them. Only way is big press coverage Im afraid.

11 months ago
1
Salmonlandings

Well, we have been paid. Sorry for anyone who hasn't and this still remains a concern for us all because we will not be sleeping well until the next payment arrives in a timely fashion.

Hope all have been paid not just a few.

Kind regards to all

11 months ago
1
Ikesson

Nope nothing here

11 months ago
2
Sue Norris56

congratulations to those who have now been paid.....I am not among you but I do now have a pending payment which is due into my account tomorrow so am making progress but, as I said before, booking.com need to sort themselves out and offer a better service for the money they get from all of us

11 months ago
6
Laura, Communi…

Hi Everyone,

Thank you for your comments. We've been in touch with our Finance Team and they've shared this communication with us:

Dear Partner,

Due to a technical problem we have not been able to process bank transfer payout on time this month. If you have not received a monthly payout yet, it will reach your account before the end of this week.

There is no need to contact our Finance department or Customer Service to follow up.

Our apologies for any inconvenience caused.

Booking.com Team

Thanks for your patience,

- Laura and the Communities Team

11 months ago
3
Riveroflifeuk

I STILL HAVE NOT BEEN PAID!!! This is my first month with booking.com and I am seriously thinking of pulling out. I do not have the financial resources to cope with such late payments. Fortunately only one of my guests wanted breakfast today. I don't know what will happen tomorrow as I have two more guests arriving and NO FOOD!!! I am going to write to the travel editors of various different newspapers about this as its not good enough. Airbnb pay you just two days AFTER YOUR GUEST HAS ARRIVED. Why can't booking.com do the same?????????

I woud appreciate any comments or replies.

If this continues then I will be refusing guests and telling them I cannot accommodate them as I have not been paid by booking.com. I am NOT prepared to work soooooooo hard for nothing!!!!!

11 months ago
3
Riveroflifeuk

Unlike Sue Norris56 I don't even have a pending amount!!!

11 months ago
2
Sue Norris56

oh dear... I hope you get paid soon. It's showing up as being paid tomorrow so hope your's will be too. I'm also with airbnb and not only do they pay out really quickly, they charge less than 4% oommission...I think booking.com need to take a few lessons from them. good luck!

11 months ago
3
Riveroflifeuk

Thanks for your comment Sue. I am now looking into alternatives as I can't cope with this kind of stress every month.

11 months ago
1
Ikesson

Just called santander who we bank with. Nothing pending

11 months ago
3
Riveroflifeuk

Are we suprised? Just checked in my latest guests. They were shocked to hear I have not been paid. Fortunately they only want toast for breakfast - phew!

11 months ago
3
Riveroflifeuk

They could not believe we have to wait almost 7 weeks for payment.

11 months ago
1
Ikesson

Thats us been paid at ten at night.

11 months ago
3
Riveroflifeuk

Oh you are sooo blessed Ikesson. Just checked my bank. NOTHING!!! All my guests are on toast! Ive got just £5 left. How is it others have been paid and I haven't? Don't understand it.

11 months ago
2
Sue Norris56

just checked my bank account and YES I've been paid....yippee!!

hope everybody else has now been paid as well

11 months ago
1
Richard

Yes been paid at last. Having to wait. Not a nice experience.

11 months ago
3
Riveroflifeuk

Got paid lunchtime. Not good as service to my guests suffered as had absolutely no monies left to buy food etc. Hope it doesn't happen again.

11 months ago
1
Spicyk271979

Hi, guys! Now I really started to worry. First of all that I'm not only one who was not paid. Today is 20 of July. The payment due was on Sunday. Where is our money?? I phoned, I have send messages. The response is useless. I actually wrote to CEO. Need to reach a press.

10 months ago
3
Riveroflifeuk

Hi Spicy I was paid Wednesday lunchtime. They did say by the end of the week everyone should be paid. This is really worrying. Im not happy myself with booking.com. Not just for late payment but your rating goes down even when guests blatantly lie about your bnb and the service you provide. Fed up with it all.

10 months ago
2
DordogneMT

Still not been paid and Friday night is the end of the week. Please don't start with the excuse of Sunday night is the end of the week. It's already 5 days late.

Also, after quitting booking I feel an enormous sense of relief. Im concentrating my efforts into other channels and am welcoming guests tomorrow. I'll be paid out by that company before booking pays me for guests who stayed a month ago.

10 months ago
3
Riveroflifeuk

By end of the week I mean Friday but what booking.com mean I don't know. I guess you can't say what company you have gone with?

10 months ago
2
DordogneMT

Airbnb. Expedia kept dropping my prices without authorisation as clickbait, ruining my performance score with booking. Too many problems with booking this year to mention. Airbnb gives you the freedom to write your own address and describe your property. And pays out very quickly.

10 months ago
3
Riveroflifeuk

Im also with airbnb but I don't get many bookings with them. I don't know why. Prices too high perhaps. They always suggest such low prices eg 24 p.n. when I. Charge 45!

10 months ago
1
Scolesmartin

I replied to the notification by Booking.com that we were to be paid late asking for an explanation for the reasons, as none were given. I have not had a reply, and have sent another email with little hope of a reasoned response. Does anyone else think that this is the way a "partner" should behave? Surely we are entitled to know what happened and what they have done to stop it happening again. How would they feel if someone told them that they were to get the monthly salary a few days late without an explanation as to why? As you can tell, I'm disappointed to be treated in this disrespectful manner.

10 months ago
2
DordogneMT

this was the last message I received from them on the 25th. I was paid on the 26th.

Dear Partner,

We had to inform you earlier of an unfortunate delay in this month’s bank transfer payout process. This delay was caused by a technical issue that our teams were able to fix, to ensure you receive your money as soon as possible. However, it still took us a couple of days to process the bank transfers.

We’re very sorry for the delay and we fully appreciate the impact of this. We can now confirm that, as of today, all payments have been successfully transferred.

To prevent this error from happening again, our technical teams immediately started an official evaluation process into the root cause of this issue.

Again, we would like to offer you our sincere apologies for this inconvenience. Should you have any questions, you can reach us 24/7 via your extranet inbox.

Kind regards,

The Booking.com Team

I think they were more interesting in the achievement of solving the problem and the 'couple of days' is a little bit much artistic licence for me. They are 1 week overdue in terminating my listing too so i think the contracts are pretty worthless really when they break them.

To me, maybe the $500m investment in a chinese ride sharing company this month might have something to do with where our money went. But that's just speculation I know! Although that's all we have without an actual explanation.

10 months ago
1
Spicyk271979

I have finally received a payment for June. But according with the law of EU for every day of delay of payment should be paied the penalty + 40 euros compensation ( if you had a bank penalty booking.com has to pay that too). The most interesting part that it should be done without reminding. I wrote to booking.com about this- no response. I guess my next step inform EU authorities by e-mail and attach the prove of the violation of agreement by booking.com

10 months ago
2
DordogneMT

that would be a very interesting development. I replied saying their communication throughout this issue was a disgrace and of course no reply. I even had the email of a senior customer service rep who said get in touch if I hadn't been paid by the 15th. He didn't reply to any more emails. I think 'head in the sand' is the company line until it all blows away.

10 months ago
2
DordogneMT

Thanks for the link to the EU directive. I was owed around 400 euros that month. 11 days late put the interest at just under 1 euro plus the 40 euro penalty. So, around 41 euros compensation. I think its worth pursuing as it seems similar to the flight compensation scheme. The company doesn't like it but with enough pressure from partners, they'll have to start following the laws. Like we do. It might be time to start a FB group to collate information and go from there.

10 months ago
1
Spicyk271979

Great idea to join efforts! O wrote them twice about the compensation. And twice they answered that they are sorry! That's it! I'm going to write e-mail to authorities. Will keep you updated.

10 months ago
1
Scolesmartin

Hi Guys,

I sent an email to the BBC programme "You and Yours" last night letting them know what has been going on. I have been contacted by them and it looks as though they are going to run the story on the programme on Monday between 12.15 and 1pm. Why not go onto the BBC website, look for this programme, and send them an email as well. This will help to give a view of how much of an issue it is. They are going to contact Booking.com to see if they are prepared to give them an explanation, so if nothing else, try to listen to the programme or pick it up off the iPlayer once it has aired. Maybe we might be treated more like "partners" in the future!

10 months ago
1
Richard

Good result Scolesmartin well done. My payment came on the 18th. The forum seems to have been a success. The adverse publicity may well make them sit up, and along with the EU directive reap rewards. its now up to the BBC

Richard

10 months ago
1
Dorie Jane

Has anyone experienced this again for this month? It's already the 20th and I've been trying to reach them. Customer service keeps on telling that they have forwarded my concern to the payment team and that it takes 4 days for them to respond. Oh come on, they basically deduct their commission prior to the 15th. This is already the 2nd time I've experienced delay in receiving my share. Now I'm thinking twice of prompting out in their "Payments by Booking.com" service.

9 months ago