How can I get accurate financial statements?
I've been trying to get a response from booking.com for many months on this. Here's the situtation:
I am in the UK, and rent a holiday property in France. I have to make a French tax return, which means I need accurate and detailed records.
I have been trying to sort out the year to April 30th 2020. IN June I downloaded a detailed statement from booking.com. The spreadsheet has loads of errors: figures randomly in wrong columns, many figures missing, two entire bookings for the middle of the period missing.
Even where the figures are given, they are wrong in many cases. Commission amounts differ from those shown on the customer booking details. Payment processing fees seem quite random. My fixed per-booking cleaning fee is simply omitted from some bookings in the list.
More recently (August) I tried again. Now I can;t go back before the previous August, and the format of the spreadsheet is completely different.
Trying to resolve all of this against bank records I find that some payments bear no relationship to any booking, and the total paid doesn't agree with any possible total - it's several hundred Euros out on a total of about 12,000.
I've spent hours on the phone to customer support. It is evident from their response that the agents are wearily familiar with this, but can do nothing.
I tried calling the Finance number (an international call). I was on hold for some minutes, then the call was hung up. The "Contact Us" button on the Finance page does nothing - and even if it did, doesn't allow me to send things like spreadsheets.
I get no response at all from the normal Extranet email channel.
I've emailed customer services directly and got an automated response that shows that no-one has read the email "please provide more detail" when the details they asked for are in the original!
I tried phoning head office in Holland. Long recorded message, then it hung up.
The only recourse I now have is to send a tracked letter to head office with the full details, pointing out that in the event of action by the French tax authorities I will hold booking.com responsible.
If there is a single human in this benighted organisation who is able to A: read this and B: respond sensibly PLEASE get in touch. My property ID is ***.