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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

3
cassid

This happened almost the same time last year.
Lets be clear, no journalist or staff at booking.com care because they still get paid.
Last year, my mortgage bounced and had to pay bounced direct debit charges.
Did booking care or offer to pay charges of course not?

Diversify your property if you just use booking.com, this will happen again.

I wrote to every board member about how hosts are treated. Guess what? Not one reply. Money is all they care about and they have yours.

Option 2 is take payments yourself
Then you enter the world of fraudulent credit cards, no shows, chasing valid cards , and when you mark a guest as a no show, finance will try charge you commission even though you tell them
You have a guest book 7 nights, you take one night. They never show up, nor tell you. your business is screwed as you dont get a paying customer and guess what the guest credit card no longer works. Dont forgot the work you did, the guests you turned away and no you have to fight with finance to adjust their invoice. You wont get details from guests just crappy booking emails which mean nothing and dont go anywhere.

Work with these companies at your own peril. If you dont research what problem other hosts have had, thats poor business planning. Learn from others.
You can lodge a formal complaint against booking for late payment but its a tiny amount and wont cover the bank fees

+1
1 month ago
3
Skyline10

NON-PAYMENT OF £1250 DUE FOR APRIL TRADE - MORE GUESTS ARRIVING SHORTLY

Normally payments clear on 11th or 12th of the month. Today is the 22nd, so payment is 10 days late and counting. That means I've had no money from Booking.com for guests staying for nearly two months.

True, Booking.com are now offering weekly payments, but how much more of our time is going to be taken up chasing those payments now?

Don't forget that Airbnb pays before check-out, and Expedia currently pays at 30 days. Guests booking with me direct pay in full immediately upon placing their booking. Booking.com payments normally extend up to 6 weeks, and are now running nearer 8 weeks.

After 4 ghastly days and 4 sleepless nights worrying about court action from the supplier accounts I am unable to pay, and having had all my communications ignored by Booking.com, at dawn this morning I reached a resolution:

I will today further discount the prices on my own website. I will also substantially discount all my existing offers through other agents (like Expedia). This will be picked up on comparison sites (like Trivago) and should begin to divert new trade away from Booking.com. They cannot complain as their failure to meet their own payment deadlines means they are already in breach of contract with their partners.

Booking.com has skewed the market in it's own favour with this year's "risk free" discounts and cancellation policies, taking the lion's share of the reservations for a few months. However, this has resulted in hugely increased multiple bookings and inevitable cancellations - not MORE trade overall, just loads of trouble.

Initial interest has now dried up and reservations are almost non-existent. I'd be interested to hear the experience of other partners in this connection.

Discounting all my prices elsewhere to spread my risk, correct the skew and straighten it back out will hurt me badly financially. Other partners will undoubtedly be considering similar steps.

So, well done Booking.com, your rapacious desire to dominate the market at any cost has made my whole businesses less viable.

The stress caused is ruining my health and I am a sole trader, so my personal and financial security is now in jeopardy.

1 month ago
4
Juliettebadgerpost

Thanks guys for all this information and I really feel for everyone it is a real worry. Here is hoping that it is a technical hitch but what concerns me that it doesn't seem to have affected any of the big/huge accounts with B.C and why is it taking so long to sort out? I have checked online and cannot see any concerns surrounding the health of the company i.e. profit warnings etc. Still, no money in my account this morning and I currently have guests booking daily coming up to the busiest time of the year for me, with breakfast included :-(

1 month ago
4
Captainsquarters21

WHY ARE WE NOT GETTING REGULAR UPDATES. IT HAS BEEN NOW 14 DAYS MY OTHER BUSINESS WAS PAID ON THE 8TH MAY SO ALL UK BUSINESSES HAVE NOT BEEN AFFECTED

1 month ago
4
Captainsquarters21

bOOKING.COM I HAVE HAD NO EMAIL OR PHONE CALL OR ANY KIND OF EXPLANATION AS TO WHEN, WHAT AND IF I AM GOING TO BE PAID. I HAVE A BUSY COUPLE OF WEEKS AHEAD OF ME WITH FOOD AND DRINK FESTIVAL AND BANK HOLIDAY. iT DOES NOT MAKE GOOD BUSINESS SENSE TO TURN THESE GUESTS AWAY BUT WILL I GET PAID FOR THEM, THAT IS THE QUESTION?

PLEASE BRING US INTO THE LIGHT AND OUT OF THE DARK AND RESPOND, TELL US YOU'RE STRUGGLING BE HONEST WITH US

1 month ago
2
Mrsjkenny

Thank Ilaria, for the update and for closing the original thread I was on so I couldn't see what everyone else was doing. That was very considerate of you!

This is taking so much of my time - time I cannot afford to waste. I have given up trying to talk to people direct, it gets you nowhere.

I have messaged my guests for June and told them not to pay. I will honour their booking and they can pay me direct and I will even give them a discount for the inconvenience as I won't be paying booking.com commission.

I just don't understand why it is taking them so long to sort. I am now having to move money from a savings account to cover the £1377.00 I am still owed.

Thank goodness I am closed next week or things could be even worse.

1 month ago
1
Lowefs

We’ve got to highlight the issue to others. I’ve started by tweeting @bbcwatchdog. I suggest you all do the same to heighten awareness and apply pressure to booking.com to communicate and resolve.

1 month ago
2
Lauradoyle1234

This is unbelievable! I'll contact BBC Watchdog too but this will slso be a lengthy process :( I need my money like every one else on here. So sad & frustrating!! Guests arriving at 1pm, but i've not even made the room up yet.. I feel so disheartened. The not knowing is THE worst! Absolutely DISGUSTING

1 month ago
1
Iandreed

Tweeted @BBCWATCHDOG If we all do it they`ll take it seriously.

1 month ago
3
Skyline10

I'm so upset by the way we are being treated, my partner and I have seriously discussed selling the house and giving up. What is the point of trying to carry on against all the problems we experience, only to find we will not get paid?

1 month ago
3
Lighthouse Cottage

Skyline, we have to stick together and when we get paid seek compensation. I've taken BC to court before and won, well they didn't defend it. Contact me for advice - lighthouse-cottage.co.uk

1 month ago
2
Hettythompson

Skyline do you know we won’t get paid so you know something I don’t. I spoke to someone this morning who said they hoped it will be sorted in the next day or two which is terrible and disgraceful but better than not being paid at all. It has nearly ruined me as we rely on this for our survival and am now even more worried that payment may never happen. Am contacting watchdog.

1 month ago
2
Lauradoyle1234

I've just tweeted @BBCWatchdog & also included @booking.com please follow & RT mine & i'll do same? Mines @Myliverpoollife

1 month ago
3
Lighthouse Cottage

As from tomorrow that's me not cooking breakfasts. It's a real shame as my guests give me great feedback for them. Can't afford the food etc. for them. Owed £4600 from B.com.

I think I will seek £50 a day for each day of non payment - I know I will have to take this to the small claims court as they just assume you will not be bothered. It's a straight forward process.

1 month ago
4
Captainsquarters21

TO SAY IT WILL TAKE ANOTHER DAY OR TWO IS RIDICULOUS, I HAVE HAD NO COMMUNICATION FROM THEM AT ALL.

I AM DEEPLY SADDENED BY THIS AND FEEL VERY REJECTED AND HURT BY THE LACK OF COMMUNICATION.

I ACTUALLY FEEL THEY HAVE RAPED ME AND THROWN ME TO THE WOLVES. OTHER BUSINESSES HAVE BEEN PAID WHY NOT OURS, ARE WE NOT AS WORTHY!!!

I BET ALL THE BIG HOTELS WERE PAID

1 month ago
2
Lauradoyle1234

My comments keep getting 'edited' I've contacted Watchdog and tweeting about this too!

1 month ago
2
Catherinetansley

We only have a holiday let and am with 5 other companies, theoretically to spread exposure. Last month was a big one for Booking.com, they did most of our bookings, so am owed £1,211, which is a substantial sum, but I do have other bookings from other companies so is lessening the blow. I really feel for the B&B businesses, you are really struggling - I feel so angry for you, this really isn't fair - how can you be ambassadors for Booking.com when they have treated you so badly - it is a two way street and yes you have been raped and fed to the wolves. I am keeping everything crossed that we won't have to wait too long for the payment, but yes am prepared to take Booking.com to the small claims court if things go on for much longer. I feel we should all be compensated for the delay in payment.

1 month ago
2
Mrsjkenny

I have contacted Watchdog via the website. I do wonder how many people this is affecting. It would be good to know.

1 month ago
2
Lauradoyle1234

I've just had a standard email from booking.com stating Your properties delayed payout has been successfully sent to your bank account. However, no funds are showing as yet. No mention of any compensation either, I'm not letting them get away with this as I've literally spent 6 hours on phone calls and messages, let alone bank charges and stress! I'll check ny bank account in 2 hours to see if funds showing or not

1 month ago
4
Captainsquarters21

FROM THE REPLY FROM BOOKING.COM PAYMENTS SHOULD BE MADE TOMORROW, I REALLY HOPE SO.

IT HAS BEEN VERY STRESSFUL THOSE THAT HAVE BEEN AFFECTED SHOULD GET COMMISSION CHARGES REFUNDED FOR APRIL AS A GESTURE OF GOOD WILL.

THEY MANAGED TO TAKE THEIR PAYMENT!!!

I FEEL VERY LET DOWN, WITH THE LACK OF COMMUNICATION AND NO ONE HAS EVER CONTACTED ME BACK.

NEXT YEAR I WILL NOT BE PUTTING MY EGGS IN ONE BASKET AND WILL LOOK INTO GETTING A CHANNEL MANAGER

1 month ago
1
Iandreed

Just received the following email ...

Dear Partner,

Due to a temporary technical issue, there was unfortunately a delay in this month’s Payments by Booking.com payout for your property. 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 for your property was processed today and has been successfully sent to your bank account.

We apologise for this 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 greatly value your partnership and as always, should you have any questions, you can reach us 24/7 via your inbox

Kind regards,
The Booking.com Team

1 month ago
2
Lauradoyle1234

I agree. Thats the very least they could do as still made money off transactions! I've just registered with Expedia and already on AirBnB. Fingers crossed we receive £'s tomorrow!! I NEED wine after this unnecessary stress 😫

1 month ago
3
Skyline10

I've had the same message this afternoon. "Fine words" and "parsnips" come to mind. I'll believe it when I see the money appear in my account - and it hasn't yet.

This experience has fundamentally altered my feelings about Booking.com, and not in a good way. Any sense of trust or goodwill has been tested to destruction and cannot be repaired.

Booking.com should be thinking about the serious impact of the stress on partner health.

Basic communication is crucial for a healthy business relationship, and they have no communication skills AT ALL. The whole system is set up to block and frustrate a partner seeking to resolve an issue.

I've always used several agencies plus my own website. From now on, however, I will be seeking to spread my risk further and drawing away from Booking.com.

1 month ago
3
Skyline10

FELLOW FORUM MEMBERS

You have my personal gratitude and respect for your support in forcing this matter to the attention of Booking.com. Without you it would have been much harder to cope with the stress of the past few days.

Thank you.

1 month ago
4
Captainsquarters21

I WANT MY APRIL COMMISSION BACK FROM THEM THEY HAVE NOT EARN'T IT,

THE STRESS, ANXIETY AND LACK OF COMMUNICATION THIS HAS CAUSED.

AS A GESTURE OF GOODWILL TO THOSE THAT HAVE BEEN AFFECTED THIS WOULD HELP TO

REASSURE US OF BOOKING.COM BEST INTENTIONS.

WE ARE AFTER ALL THEIR CUSTOMERS WITHOUT US THEY HAVE NO BUSINESS!!!

1 month ago
2
Catherinetansley

I agree with Skyline10 - it would have been a lonely place without you all - thank you for your support.

1 month ago
2
Lauradoyle1234

Lets hope the £ shows up a.m and they aren't just biding time. Seems odd to me that they have said transfer done today but not showing. Usually takes 2 hours max?

1 month ago
2
Hettythompson

Thank you too all fellow partners as without you I. Would have felt very alone fighting this battle. Have not been able to pay a couple of very important bills on time like council tax mobile phone so would be looking at some compensation but above all the worry and stress can’t be measured in every individual case. I still await the payment and hope to wake up tomorrow to a better day as have half term holiday bookings that o feel obligated to honour but have a reluctance without some explaination from bdc. Now have no idea who to call with concerns so everyone on this platform has been a life line
Fingers crossed all
Many of my posts have been strangely edited or deleted from this platform.

1 month ago
3
Theladyinglass

To stop any hard feelings and to stop partners taking this further which would only damage BDC. I believe BDC should refund the fees for April to anyone caught up in this mess. I for one would accept that as final and will be much happier when the cash owed hits our bank. Plus thanks to all for the support on here. So come on BDC do the right thing and then let us all move on. That is my last word on the matter unless of course we do not get paid :-)

1 month ago
2
Hettythompson

And again still no money for me what about everyone else.

1 month ago
1
Lowefs

Nothing in my account either. This is truly atrocious

1 month ago
3
Theladyinglass

Nothing in ours either. Next they will tell us it takes 3-5 days to get there. So *** angry

1 month ago
2
Hettythompson

The last payment! Was sent on the 8th and reached some lucky people on 13 th so o think we are looking at next week which has personally put me in a very difficult place and is totally unacceptable however I don’t know who to call to get any answers I will definitely come off Booking.com have a feeling they won’t care maybe they will with watch dog intervention

1 month ago
4
Juliettebadgerpost

READ THIS >> it is an international payment coming from Amsterdam and will probably take 3 - 5 working days to get to our accounts and what with bank holiday it could arrive as late as the middle of next week. It was only sent mid-afternoon yesterday so >>>> Day 1 23rd, Day 2 24th Day 3 28th and so forth. I only no this because of sending/receiving international payments myself in another business. Some of us will not be having a great bank holiday. I think when it goes wrong with an international company, it goes wrong big time. Remember when Kentucky Fried Chicken ran out of chicken a couple of years ago.

If anyone can throw any light about how we go about getting compensation for us all, this would be very helpful. For now we have no other choice but to grin and bare it. It is lovely that we all have each other to share our concerns/knowledge through this very difficult time. Good luck in your business and try to keep smiling. It is not the guest's fault.

1 month ago
3
Lighthouse Cottage

While I agree it's no the guests fault, they need to be made aware that their funds are not going where they should. This has consequences - tomorrow is the first day I will not be cooking breakfasts for my guests. I have had an email via the extra net stating that the payment will take 24hrs - guess what, I dont believe them.

1 month ago
1
Rushview

Hi

I have already commented on this forum twice but my entire comment was removed, I think it was the part about starting a riot they did not like perhaps?

I did find some executive contact details for B.com on this site - https://www.elliott.org/company-contacts/booking-com/ last week and I e-mailed all of them and got a this response:

My name is Katie and I am following up with you on behalf of the email sent to Todd Dunlap. First I would like to apologize for the situation at hand and do hope to be able to help get this resolved.

My plan is to call the team who can help with this in the morning and get back to you in the evening/afternoon tomorrow. I do work at 1200 EST, or 1700 your local time. I have a colleague who will be reaching out internally in the morning for me.

Today I got this message from Katie:


This is Katie again reaching out in regards to the issue you were/are encountering with the payout.

I have reached out internally and was given a few answers for you:

There was a delay in the payouts this month to properties around the UK. Additionally, our marketing specialist have confirmed that the delayed payout has been processed today and was successfully sent to your bank.

I truly do apologize for this situation and I can understand why you would be so frustrated at this point.

In the future, I did confirm with our team that the payout can take up to 10 business days to hit your bank from the time the payment is processed.

Our account manager mentioned this in a message to us about compensation:

I understand your frustration with regards to payment fees etc. Please send evidence of any fees incurred and we will discuss whether any compensation can be offered with our finance team.

Again, huge apologies for this. I understand how frustrating it is and I am doing my best to get a timeline for you.

Best Regards

Casey

Booking.com

I have still not received any money!

1 month ago
2
Mrsjkenny

Thanks Juliette for that update - will stop wasting my time checking my bank account and use it more wisely. Have decided to put my listing on other sites and block Booking.com until last minute, in the hope of building up a reputation elsewhere. Typical - last year most of my bookings were with Airbnb and this year its booking.com.

I use Booking.com alot to book my own accommodation when going away - I will be going through someone else in the future. The way they have treated us is appalling. We are their customers, where is their customer service. Without us they are nothing, they need to remember this.

1 month ago
3
Radar Kid

Good morning Everyone,

Like many others on here, I still have not been paid either.

I am a 45 year old married man and possibly have to resort later today to having to borrow 2K from my elderly widowed mother so I can pay my mortgage. This is so wrong.

I have taken the radical step and cancelled all my BDC booking for June. In my email to each guest I explained that I had not been paid by BDC and could not honour their bookings as my contract with BDC was breached.

Many have contacted me directly to book privately although I did get a snooty email from a Senior Customer Service person who said I will be invoiced for additional costs associated with the re-location.

I will not be paying.

Khris (in Derry/Londonderry)

1 month ago
3
Lighthouse Cottage

Chris, they are very good at these bully tactics. I had an issue 2 years ago and took them to the small claims court. The didn't defend it and I got my money back but they WILL make you fight for it.

1 month ago
2
Lauradoyle1234

The email off ''Katie' or 'Casey' is utter rubbish! Merely telling us what we already know! 'Theres a delay'! As for bank transfers taking up to 10 WORKING days, this is not true, and merely another tactic to bide themselves more time. As I said yesterday after that standard email, IF they had successfully processed a bank transfer, it would be in our accounts now. I am still continuing with messages and tweets to raise awareness and pressure as the situation is still the same... WE HAVE NOT RECEIVED OUR MONEY! Please all email watchdog@bbc.co.uk and don't assume that this issue is resolved as it isn't.... No money, no specific issue given, no offer of compensation, no answer as to what will happen with £ from May bookings either (which quite frankly I can't wait to get out the way!) All my availability is closed off past 31st May, luckily I was only opening availability 'month to month'. Fortunately, I've got an Air BNB booking this weekend so only have another 3 days to get through literally penniless!! :(

1 month ago
4
Captainsquarters21

REFERRING TO rushviews letter, IT IS NOT ABOUT WHETHER WE HAVE INCURRED CHARGES TO WHETHER THEY SHOULD COMPENSATE IT, I WANT COMPENSATING FOR THE TIME, ENERGY STRESS AND THE ANXIETY CAUSED. I WANT IT AS A SIGN OF GOODWILL, SO OUR PARTNERSHIP CAN CARRY ON GROWING. THEY FORGET WE CAN VOTE WITH OUR FEET AND GO TO OTHER AGENTS, THEY WORK FOR US.

I HAVE BEEN HAPPY WITH BOOKING.COM, UNTIL THIS, DON'T MESS WITH PEOPLE'S LIVELIHOOD. THIS BEHAVIOUR CAN DESTROY IT.

PAY US BACK APRIL'S COMMISSION TO STRENGTHEN OUR BONDS AND BUILD BRIDGES. BOOKING.COM LEARN FROM THIS AND SET MEASURES IN PLACE SO THIS CAN'T HAPPEN AGAIN. BE PROFESSIONAL!

1 month ago
3
Lighthouse Cottage

Totally agree with you CQ21 - I shall be seeking return of commission or £50 per day - which ever turns out to be the greater. I will, if need be take them to the small claims court for this and fully expect to be made to do so and a gesture of goodwill of this size is unlikely.

1 month ago