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I have not been paid by Booking.Com for last month!!!

I called last Thursday and they were supposed to be getting back to me.  Sent them a message over the weekend and now currently hold on the phone for over 20 minutes for the department.  I am based in the UK nothing has changed, bank details are all the same have not opted out to take payment direct I do not understand what is going on.  I need these funds urgently.  Has anyone else not been paid in the UK?

 

366 Replies

2
Catherinetansley

Yes Juliette, there are quite a few of us - all having the same problem as you. From another post it would seem that the finance department is based in Singapore and they are having a holiday today!! so, not only have we all had a very frustrating few days, waited for Monday morning, we now have to wait another day before anything will be sorted. Scroll down some of the other posts to check what is going on - this is about the only information any of us is receiving!!

1 month ago
4
Juliettebadgerpost

Hi Catherine,

Thank you for this update. I am quite new and haven't properly found my way around this forum. This is unbelievable. I will go and look at the other comments as you have suggested. Thank you Juliette

1 month ago
2
Holidayinskye

I have the same problem. Now the 20th. Very annoying. Had a text wee while ago saying a handful of payments had been rejected and were waiting for response as to what the problem was. Makes me wary.

1 month ago
4
Juliettebadgerpost

Well I am dam sure the problem doesn't lie with the different bank accounts that we all hold. It just isn't good enough

1 month ago
3
Lighthouse Cottage

Pulling my hair out with Booking.com - still waiting for Aprils payment! They don't care and just shove you from one unanswered telephone number or email to another. How long have they had our customers funds for? Trying to squeeze a few more days out of us. Sort this out Booking.com you are causing financial hardship to your hiosts.

1 month ago
4
Juliettebadgerpost

I am also pulling my hair out! Had an email finally (this has only been going on since last Thursday) to say they are looking into it (deep sigh)

1 month ago
3
Theladyinglass

None of you are alone, there are many of us. All they need to do is make a public announcement to put minds at rest

1 month ago
3
Lighthouse Cottage

I have contacted the local Press to see if they can get any answers, I have also written on booking.coms Twitter feed.

1 month ago
4
Juliettebadgerpost

Well done Lighthouse Cottage Is there a UK booking.com host facebook page, does anyone know? I saw on facebook back in March 2018 it took a new UK host 3 months to get her money. I am not new, I have been with them for nearly 8 months. Do you think the UK side of operations is in financial trouble? Is this what you are implying Theladyinglass? I woke up at 4.30 am this morning worrying about this? The financial department didn't even answer the phone yesterday, after me ringing for almost 1 hour.

1 month ago
3
Theladyinglass

No I am not implying anything Juliette, I am simply puzzled and angry at their complete lack of concern and what can only be described as a feeble emailed update, but only after we started moaning. Not sure if we can survive if it goes on too long to be honest

1 month ago
2
Hettythompson

Please can you all keep updating any progress made. I spent most of the day yesterday trying to get some idea of when I would be paid but to no avail. I am working so unable to keep phoning and really don’t know what to do. Haven’t been able to pay council tax and am very worried. Why is this happening and why don’t they just acknowledge what is happening to so many hosts.

1 month ago
3
Lighthouse Cottage

I'll reach a point where I will have to refuse booking.com guests and reopen my calendar to other platforms.

1 month ago
4
Juliettebadgerpost

It has all gone perfectly up to now, I just don't understand it. Do you think things have gone wrong since they have introduced weekly payments to partners? I would imagine heads will role within the UK Finance Team. It is taking them forever to sort this out.

1 month ago
2
Hettythompson

I too am considering stopping with Booking.com and will be letting down those guests who have booked for summer season as can’t afford to let this happen.

1 month ago
2
Catherinetansley

Yes, there is a facebook page, just type in Booking.com in facebook. I think it would be a good idea to start fighting back; I haven't received any notification that something is wrong but have obviously seen theladyinglass' thread. I have been with Booking.com for 4 years and they have been collecting monies on my behalf for around 2. This is the first time that I have had a problem, but of course it might not be the last - but most worryingly there is a lack of care, communication and emphasis to get it put right, I got paid for March on the 11th April, so theoretically I should have been paid around the 11th of May for April, so now am 10 days overdue and counting. I had a very slow start to the year, my first booking was in March; I put it down to the political climate here in the UK, there seems to be so much uncertainty - if my experience is reflected across the board in the UK with bookings for the first quarter of the year lower than average, then you can only presume the UK operation of Booking.com felt the pinch too. But they are a global business, each part holding the other part up; it shouldn't have been a problem for Booking.com. It is the fact that the finance department is in Singapore; communication is always going to be difficult because of time difference, and they are paying the whole world - the job is mammoth. I am not sticking up for them, believe me, just trying to paint a picture and make sense of some very poor management.

+1
1 month ago
4
Juliettebadgerpost

Hi Catherine, I spoke to booking.com (not the finance department) and they baulked at the idea that our funds were coming from Singapore they said that they thought that our funds came from the UK but I didn't get a definitive answer :-(

Yes, Hettythompson I and hopefully everyone else will keep you updated on this thread.

I have to say the mechanics of this forum is rather cumbersome.

1 month ago
3
Theladyinglass

It really is very simple to sort out but they have to make a definitive announcement. Just be honest with us. I will not phone again but will be letting down all summer guests from booking.com If we are not paid by month end. I cannot and will not be left in the dark over this

1 month ago
3
Lighthouse Cottage

I have just finished breakfasts and have decided until I get April's funds I'm not doing breakfasts. I cant afford the ingredients- hot smoked salmon, kedgeree, good quality bacon. I'm going to leave an explanatory laminated sheet in the guest rooms. Come June if I have not payment I'll have to close my doors.

1 month ago
2
Catherinetansley

I have put something on Facebook - I wonder how long it will stay there!!

1 month ago
3
Theladyinglass

The sad thing is that booking.com are letting down the paying guests. Plus note this, despite this forum and the many concerns, how many booking.com representatives have come on here to explain? Disgraceful

1 month ago
4
Juliettebadgerpost

Spoke to a lovely girl in Amsterdam who advised me that it is best that I speak to the Finance team to find out what is going on. Called with the number she gave me, just like all the other general numbers chose option 3 finance and invoicing (called dead on 9 am when they open no answer after 40 minutes much like yesterday. Advised in my inbox what I have done. Meg is going to look out over my communications and try and get hold of them if I can't, trouble is I don't think they can get hold of them either. What the Hell! Getting nowhere fast!

1 month ago
2
Lauradoyle1234

I'm in the same situation. Unbelievable!! No explanation, no answers.. nothing. I've now submitted a complaint to legal@booking.com as in breach of contract. Based on other departments attitude, I'm not convinced i'll get much joy though. I'm still getting bookings though.. what to do? Cancel? So angry :(

1 month ago
1
Carolsheppard1965

After hours on the phone following my lack of payment and all the associated stress- I got straight through to a very nice man based in London by phoning the number for my account manager. He read from his system that there was a problem at the bank's end and that they are working to resolve it. While I have still not got my money, I feel slightly pacified in that he has ensured my guest house is now on their list of people owed money and says that someone will keep me informed and notify me when it is resolved.. I mentioned my concern where another partner said they had not been paid for 3 months! and he assured me that when it has happened before that generally things are resolved within a week. Hope this is of some help and might save some valuable time - Carol at Audley Guest house, LLandudno.

1 month ago
4
Juliettebadgerpost

Thank you for this information. I feel slightly less worried. I have no idea who my accounts manager is but will endeavour to find out.

1 month ago
3
Lighthouse Cottage

Thanks Carol but who's bank? Theirs or ours? I called my bank as I'd been told they rejected the payment and that wasn't the case.

1 month ago
2
Hettythompson

Thanks carol would you suggest that I do the same even though I am assured that a message has been sent to credit control. I did also phone my bank yesterday as advised by one customer service person but my bank assured me that with no transaction I D there is nothing they can do as there is no proof they sent the money.

1 month ago
3
Lighthouse Cottage

Interesting call from Expedia in Edinburgh. I've decided to give booking.com until 31st may and then I'm opening up my calendars to Expedia. I'll deal with booking com in the small claims court after that. Enough is enough.

1 month ago
4
Juliettebadgerpost

I have just had a call from Amsterdam from a great girl who has just spoken to the head of finance. What has happened is that a whole host of payments were returned to Booking.com from our banks (so there must have been a major error on these transactions - a fault of Booking.com). They are treating this as the absolute highest priority hence not answering the phones. Hopefully, it will be resolved very soon.

1 month ago
3
Lighthouse Cottage

Thanks Juliet , let's hope that's it but with the amount of smoke and mirrors deployed by bookig.com I'll not hold my breath.

1 month ago
2
Hettythompson

Does anyone have the. Umber for the finance people o tried yesterday to no avail and hadn’t planned to call today as am at work. It is now my lunch break and I want to try again but number is at home
Thank you in advance.

1 month ago
5
Ilaria

***LATEST UPDATE***

Hi everyone,

Thanks for all your comments. Our Finance and Payments teams have confirmed that there was a temporary technical issue impacting a number of properties in the UK, which unfortunately caused a delay in this month’s Payments by Booking.com payout. Our teams have been working diligently on a fix and we are happy to report that the issue has now been fully resolved. The delayed payout was processed today and has been successfully sent.

If your property was impacted by this technical issue, we apologise for the delay and the potential impact for you and your business. We also appreciate your patience with us as we sought to resolve this matter as quickly as possible. As part of our ongoing efforts to enhance the products and services we provide, we are running a full evaluation to prevent something similar occurring in the future.

We would like to offer you our sincere apologies for this inconvenience and appreciate your understanding,

Ilaria and The Communities Team

-----------------------------------------------------------------------------------------------

Hi everyone,

Thanks for all your comments. We’ve checked with our Finance and Payments teams to better understand the current situation related to the delayed payments you’ve been discussing. Unfortunately, for a number of properties in the UK, this month’s Payments by Booking payouts could not be finalised. Our teams are aware and working to resolve this matter as quickly as possible for you. As soon as we can provide an update with more information, we’ll be in touch. Thanks in advance for your understanding and patience as we work to get everything sorted. At this time, there is no need to reach out to our Finance or Customer Service teams for additional follow-up.

We appreciate your understanding,

Ilaria and The Communities Team

1 month ago
2
In Our Liverpo…

i have now been waiting for over a month for my April payment, so your finance and customer service department are obviously NOT working diligently, have not solved the problem or paid anyone, it is disgusting service

1 month ago
1
Iandreed

Hi All, apologies for this post and joining your thread like this, I have been trying for 13 days to speak with someone at BDC regarding this and there seems to be a complete brick wall, it won`t be a day or so as the official statement seems to imply I sent this message and hopefully someone will be a little more transparent ...

Please forward to Partner Support as all calls and messages (if anyone has the decency to reply) to finance are met with a childish an inappropriate response.

So I understand, You took payments on my behalf for guests you sourced and placed into my property, you collected and processed the payment from them, you advised me of each and every booking, you took commission from each reservation and sent me a statement at the appropriate time, you collected your commission payment on the 3rd of May for bookings ending in April 2019, you informed me in writing on a number of occasions payment will be made as per our agreement by the 15th April, your posting on my Extranet invoicing states payment was processed on the 8th April, three communications in writing from the 12 to 15th state from you payment will be processed by the 15th.... Amazing you are already showing payment was processed on the 8th? NO VOLUNTARY COMMUNICATIONS FROM YOU WHATSOEVER UNTIL I RAISED THE NON PAYMENT ISSUE!!! ... Then response to my communication on the 15th you stated the payment was processed on the 15th and it was declined by my bank! absolute lies and shame on you PLEASE SHOW ME THE WRITTEN DECLINED MESSAGE YOU WOULD HAVE RECEIVED AS PROOF! my bank has no record of any payment or attempted payment whatsoever in respect of this transaction, if it was declined then surely you would just resend! it is now 21st and still no payment from yourselves, I have requested a manager call me 3 times and no one has, I also put in an official complaint in writing 3 times and this too has fallen on deaf ears as you have failed to respond adequately if at all? on communication to my three outstanding emails you sent a generic response stating the issue has been passed on to a specialist on the topic and to wait another 2 days! SPECIALIST!!! you have so far failed to pay me and countless others what specialist do you need, just pay the bill and employ the decency to deal with my request and call me to explain.

+1
1 month ago
2
In Our Liverpo…

Hi just wondering if you have been paid yet, as I haven’t been paid for April although I have been paid for May.

i have written to the CEO, BBC Watchdog, Martin Lewis Resolver and have written to the UK courts to see if I can take action through them as the only Address I can get for Booking.com is in the Netherlands, good luck

Paul

1 month ago
3
Radar Kid

Hi all,

I just wanted to add my voice to this conversation. Donegal based property here in Ireland. Like others, my extranet says i was paid on the 08th of May. As of 5 mins ago, when i lasted check my bank account, still no payment.

Has anyone contacted a travel journalist or business journalist to start asking hard questions ?

Like others I was on hold for over 20mins to Finance in London; a number +442036847924. My impression is that they have gone to ground, a silo mentality and that something is badly wrong.

Is there any conversation or thread in here where partners are looking to organise a day where we all block our properties to B.com in an effort to send a message.

Khris

1 month ago
3
Theladyinglass

Hi Ilaria and The Communities Team

Thanks for the update but that is simply not good enough and is to open ended for me to run a business

along possibilities etc. My next guest comes on the 30th May and 3 more follow consecutively.

On Friday evening an email will go out saying we cannot accommodate them because booking.com are not paying us.

You can then start dealing with the fallout

1 month ago
3
Radar Kid

Hi again,

Is it just UK bank accounts that are affected ? My remittances are paid into my Derry/Londonderry bank account.

Khris

1 month ago
3
Skyline10

Oh classic! Now they make an official statement admitting they've got a problem with payments made on 8th May to partners in the UK. Well that problem has to have existed for nearly 2 weeks, so how come we are not getting personal apologies and PAYMENT. Do they not understand the damage they are doing to our businesses??? Then they have the nerve to get some company hack to ring me this afternoon and ask me to take part in A one-to-one conference about things. But I have to have "webcam". Duh! No, no webcam. So stuff conferences. SEND ME THE MONEY YOU OWE ME. THAT IS WHAT I WANT.

1 month ago
2
Lauradoyle1234

It's an absolute shambles!! I called to complain (again) and one 'representative' response was 'would you like me to close your booking.com account'? NO definitely not until I get MY money.. the last thing I would do is give them another 'excuse' not to pay me. I also looked into removing the booking.com payment option (i.e cash on check in as an alternative) but awas told this could interfere with my anticipated payments in June for May guests, which I'm.still honoring as they have paid booking.com. Unreal! I've closed off all future bookings past 31st May anyway. So stressed out and wasted hours on the phone, with no outcome :(

1 month ago
3
Skyline10

Yes, I've had similar experiences. It's a threat to destroy your business if you don't shut up and go away. It's part of the official training script. Complain about anything and they will eventually resort to offering to shut you off.

Advice to Booking.com: When a host points out you haven't paid them on time:

DO: Respond, apologise, check it out, send them a payment to cover it, and - if the original payment ever gets through - deduct it from the following month. You can afford it - they can't.

DON'T: Ignore them, obstruct communication, threaten them, or invite them for a creepy online chat.

……….just PAY THEM WHAT YOU OWE.

This isn't about your administrational problems, it is about the lives and livelihoods of the people who make money for you - your host partners!

1 month ago
1
Lowefs

Just saying ........... I’ve tweeted @bbcwatchdog about this atrocious situation !!!!!!!!

+1
1 month ago
2
Lauradoyle1234

Spot on! Let's hope it genuinely is some 'banking administration' ***, as surely it doesn't make economic sense for them to jeopardize future bookings that guests have made with us?! I'm honoring this weeks and next weeks anyway as feel i'm between two rocks! Typical.. April was my best month.. I worked so hard and got great reviews.. lets hope it wasn't in vain :( Good luck

+1
1 month ago
3
Lighthouse Cottage

Like you Laura, April was a good month for me with great guest experiences. The wind has really been knocked out of my sails by this. I have decided to give them until the 31st and then cancel bookings going forward to mitigate my losses. My Brother who lives 12 miles from me and also does B&B was paid out on time!

+1
1 month ago
3
Radar Kid

Hi All,

I have taken the somewhat radical step of blocking my availability until the end of July on 2 of our 3 listings on B.com.

I have also written to all guests to advise them that we can no longer accept their reservations and for the guest to contact B.com in the first instance.

While an uncomfortable decision, I think we need to focus on other sites, other search engines to drive traffic our way and not accept this kind of treatment from what I now consider a bully. After all, this is supposed to be a partnership but we are not benefitting from it. It is very one sided and while I acknowledge their contribution to our business, I'd rather have empty rooms than spend nearly a week chasing what is owed to me.

While it is of no consequence to B.com, I have been unable to pay my mortgage this month due to the non-payment. I am hoping that some form of compensation will be offered to assuage our anger and disappointment.

Khris

No.50 Bed & Breakfast, Donegal, Ireland.

+1
1 month ago
1
Rushview

Im in Northern Ireland, payment made on the 8th. but still waiting for it!

I have been messaging them, phoning them all week. I managed to get through to the finance department on Thursday last week and was told that I should be paid the next day and they would keep me updated. - They didn't.

I have been sending messages and ringing every number I can find fairly regular every day. Some one actually rang me up today!!! Couldn't say when we are going to be paid though. That's a surprise.

My story is the same as all of you, wish we could do something that would make them think twice about behaving like this in future. I all ears if you have any ideas.

+1
1 month ago
2
Lauradoyle1234

Totally empathise with you all and cannot fathom why we are being treated with such disregard. Lets hope we get some answers tomorrow. New guests arriving tomorrow so putting on a brave face 🤷🏻‍♀️

+1
1 month ago