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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
Radar Kid

Hi Juliette,

Im in the same position.

I just spoke to an american based gent at BDC who said that the problem was mine as my bank details are wrong. They are of course, not wrong. I really don't know what to do at this stage. Im at my wits end.

Khris

1 month ago
4
Juliettebadgerpost
Booking.com
24 May 2019 - 15:20:32

Dear Partner,

Thank you for working with Booking.com

We have unfortunately received a rejection for your May 2019 Payments by Booking payout. As we value our partnership, we have requested the transfer of funds be processed once again. Please allow 3-5 days for the funds to clear into your account.


Please make use of our online help center found in the top right-hand corner of your Extranet for any queries, and of course, we are always here to assist you.

Kind Regards
Credit Control Team

PBB1e

While I appreciate your response there is a UK Bank Holiday about to start in the UK with banks not reopening now until Tuesday 28th May 2019. I urgently need to re order heating oil and have a mortgage to pay and Booking.com guests to accommodate. Under the circumstances with my payment as it stands being almost two weeks overdue it is hard to fathom that with the bank holiday and the 3 - 5 working days for this attempted third payment to arrive how I am to survive.

Your lack of communication for the majority of this dreadful incident as been shockingly unacceptable and has worried many hosts. You put a great deal of emphasis on hosts to perform well and I do, with a current review score of 9.5 classed as exceptional and yet in return you have given me such a poor service. It is absolutely impossible to get through to the Finance team EVER and you have previously blamed our banks for us not getting paid, whilst we finally find out the truth and that these multitude of missed payments are due to a newly installed payment processing system recently implemented by yourselves. I have spent most of the morning calling the bank, trying yet again to get hold of your finance team and then finally speaking to Jenna in another department out of complete exasperation, in floods of tears. I don't feel that I am any further forward and are literally worried sick.

1 month ago
4
Juliettebadgerpost

Kris, urgently read my last comment - they have a new payment processing system and have experienced massive teething troubles. Do not take any crap off of them with regard to blaming our banks. This will be booking.com's third attempt to pay me.

1 month ago
4
Captainsquarters21

OMG! REFLIEF I GOT PAID OUT ON THE 24TH MAY. NATIONWIDE BANK

FOR THOSE THAT HAVEN'T IT IS BANK HOLIDAY WEEKEND SO DON'T EXPECT IT TILL AT LEAST 28TH THE TUESDAY.

THE ONES WHO HAVE BEEN PAID OUT FEEL YOUR PAIN AND WE ARE ALL BEHIND YOU 100% YOU ARE NEVER ALONE WE ARE HERE FOR YOU XXX

UNITED AS A TEAM XX KEEP COMMUNICATING AND LETTING US KNOW, WE CAN'T GO AWAY BACK INTO OUR CAVES AND LEAVE ANYONE OUT IN THE COLD BY THEMSELVES..

1 month ago
3
Skyline10

Wait a minute! Did you see the email that says they are bringing in a 1.3% "payment charge" for everyone? So, say your monthly remittance is £2K after commission, they are going to charge you £26 for paying you what they owe!!!

I put the email aside until I had time to read the detail, but noted that they were offering the option to have weekly payments instead of monthly. I suspect when I do read it, I'll find out there is a catch, ie. you are still waiting up to 6 weeks, then only getting 1 week of money.

Now pardon me, but even I could see the chaos the additional admin and changeover was going to cause. And why the change? Oh, to compete with Airbnb, who pay when the guest checks in! It figures.

And this "risk free" cancellation thing? My rooms used to be booked out and stay that way on a 30 day term. Now I'm on 14 days plus "risk free" and rooms get booked and cancelled and re-booked up to 3 times in as many days. The admin is a nightmare, the confusion appalling.

What is the experience of other forum members?

1 month ago
3
Lighthouse Cottage

Skyline10, You can opt out of the risk free option, I just have, too much admin for me.

1 month ago
2
Holidayinskye

Havent been paid yet either. Had message today to say it was a problem with my Bank and that they had paid it in today. I send a reply but wont be in now till Tuesday at least as Bank Holiday. How could they not have paid everyone out as priority at the same time without excuses and not taking the blame while we have seen messages here and there coming through to some saying it s technical problem. Glad it seems to be moving and some have been paid so far. Hope this is a one off.

1 month ago
3
Skyline10

Hi Lighthouse Cottage,

Thanks. Yes, I have been considering opting out. I did fine last year with a 30 day strict cancellation policy, and changed it to a moderate 14 days, thinking it might generate more bookings.

Then Booking.com added "risk free" which looked philanthropic initially, but it's just making things chaotic. Now 4 out of 5 bookings are cancelled, almost all on my last refundable day - day 15.

This means my rooms are blocked up to the last two weeks with no guarantee of payment. After that they are available again. Hopefully, you get a late booking in those two weeks (and Booking.com takes the rap up to the last 4 days under "no risk" if there is a re-booking, the guest takes the rap for the last 4 days). So we have repeat booking-cancelling-booking-cancelling-booking-cancelling.................... Errors and confusion are likely to arise.

Finally, 2 days before check-in the latest guest says they can't come and asks for a refund! Answered NO, they don't actually cancel so you don't know if they are coming or not, leaving the room blocked so you can't get some bunce to cover all the aggro by re-letting!

And this on a Bank Holiday Saturday, for a one night stay, screwing up the Friday and Sunday business either side.

Would some mathematician work out what I should do for the best? Any suggestions welcome.

1 month ago
3
Radar Kid

Hi Juliette,

Thanks for the info.

If anyone is interested, they should look at the Dutch East India Trading Co. or VOC in Holland.

Started off as a good co., grew and grew and grew and by the end they were hated, corrupt and failed.

Those who dont learn from the past are doomed to repeat it. Take Note Gillian Tans.

Khris

1 month ago
3
Lighthouse Cottage

Having been paid out this morning I am now able to cook for my guests tomorrow morning. I feel like such a *** for leaving them in the lurch this morning because they are a really nice retired foresome and one of the guys is a retired copper from France. I did my stint under the blue lamp too in London. This is what this debacle has done - as well as the obvious cold hard financial problems, stress, lack of communication - it has caused us to lower our usual high standards and damage our guest relationships. So much for a 'PARTNERSHIP'. I am making it my mission to get compensation. I have already asked for the commission to be refunded to me- We shall see how that goes.

1 month ago
3
Lighthouse Cottage

Get on Trustpilot guys and leave a company review. Mine should be recent as I have just left it. Titled 'I run a small B&B on Skye'.

1 month ago
3
Theladyinglass

Afternoon everyone, I agree with earlier comments that we need to stick together on issues like this one and not just bail out because we have been paid. Booking.com response to this problem would have received a very low feedback score on any page and it should now be duly noted that they are still trying to use the same excuses with those who have not been paid out. It is truly shocking from such a large customer service based company. Keep posting, keep sharing and keep badgering, it simply is not good enough

1 month ago
3
Theladyinglass

One other thing, how do I opt out of this cancellation thing that booking.com have initiated, I cannot remember opting in

1 month ago
2
Holidayinskye

Still no payment in Bank . Got message on Thursday to say it had been paid in but expect it will be delayed over Bank holiday. so looking at Tuesday at earliest now. Almost at next month end!

1 month ago
2
Catherinetansley

Hi, Theladyinglass.

To change the cancellation policy, sign in to your account (Extranet), there will be a blue task bar at the top of the screen, click on property, then policies. You can make your own cancellation procedures there. I had much the same problem a year ago, all of a sudden guests were cancelling at the last minute and I was left with a holiday let to fill - I lost out big time, and couldn't understand it - then realised that Booking.com had altered my cancellation policy without telling me!! I think they defaulted everyone to free cancellation as per the television adverts at the time. Anyway I have put my policy back to what it was before, guests dont seem to mind, and if they do they should read my cancellation policy before booking - we are not all the same!

So sorry to see that hosts still haven't been paid, keeping my fingers crossed for you and yes we should all still stick together and support each other - hopefully this won't happen again, but as I have signed up for weekly payments I am sure there will be teething problems!! It is interesting reading other hosts attitude to pricing and commission, as a result I have put Booking.com's prices up to cover booking fee/processing payment - I am so livid we are being charged now 16.3% for the honour of working with booking.com.

1 month ago
3
Theladyinglass

Thanks, just opted out of something I never knew I was in !! Booking.com you should be ashamed

1 month ago
3
Radar Kid

Hi All,

Still no payment here.

Spent three hours this morning on phone to Amsterdam, Priceline HQ in USA and Customer Service.

Got another email saying they tried twice to pay me but have not offered any proof of payment despite me asking.

I have also been told that I will be charged re-location fees for a guest i am unable to accommodate as I cant afford to host them. I have literally 50 quid in my bank account. Missed payments on 3 mortgages this month so i can kiss my credit score of 900 goodbye.

Wrote to Watchdog, added on Trustpilot. The staff are content to say that they cant help you, that they cant do anything for you. Im told the managers and supervisors dont take calls from Partners. No one seems to have any authority.

Right now I think im going to go to their offices in Dublin and break the windows. Anything to draw attention to this appalling degrading insulting obnoxious and arrogant behaviour by Booking.com and their staff.

1 month ago
2
Lauradoyle1234

I sincerely feel for all those who have yet to be paid. DISGRACEFUL!!

Although I did get paid on Friday, I'm still seeking compensation equivalent to their 15% commission...

To whom it may concern

In view of current events in which you were not only 10 days late paying me my money for guests who stayed at my property in April, but were also unable to give any reasons or timescales for over a week, I feel the very least that your company can do is reimburse your commissions to those affected?

I literally spend hours each day trying to find out what was going on through phone calls, messages, emails and forums to try to get answers, but to no avail! Despite this, I continued with my existing bookings and didn't cancel any forthcoming either. Nor did I mention booking.com s incompetence and poor service to guests.

Therefore, please arrange for a refund of £160.70 (equivalent to 15% commissions) to be paid to me as a gesture of goodwill as lets be honest, the company doesn't deserve to keep this and should attempt to rectify their 'technical errors' and poor handling of this.

My complaint (along wirh many others) is with Watchdog, therefore feel its also in your public interest to compensate your 'partners' of which booking.com need to survive as a business.

I look forward to hearing from you.

Sincerely
Laura Doyle

1 month ago
4
Captainsquarters21

I'M HOPEFUL YOU'LL GET PAID TOMORROW, I HAVE NOT BEEN NOTIFIED OF THIS CANCELLATION POLICY. I HAVE CHECKED MY POLICIES OVER.

I SUGGEST EVERYONE DOES THIS GO TO PROPERTY AT TOP OF BOOKING.COM AND THEN SELECT POLICY. IF BOOKING.COM WANTS TO OFFER THIS THEN LET THEM PAY FOR IT AT THEIR EXPENSE

1 month ago
4
Captainsquarters21

I WILL BE WRITING TO FINANCE DEPARTMENT DEMANDING MY APRIL COMMISSION BACK

1 month ago
4
Juliettebadgerpost

It is quite ironic that I started this particular link and I am still awaiting payment this morning. Has anyone else received anything this morning? Any advice would be greatly appreciated. It is getting really serious 17 days late. Sent this to BC just now >>>

Hi

I have just called my bank again?? There is currently no trace of your payment coming into my account this morning. This is your second attempt to make this payment. In your previous second attempt, a lot of hosts received their payment in just over 24 hours. I ask you to double / treble check that there is not an issue your end with this second payment attempt. In the meantime, I will call my bank again this afternoon. This payment is now 17 days late and the matter is becoming critical my end. Regards Juliette Badger (owner)

1 month ago
2
Holidayinskye

No money here yet either. Messaged me on Thursday to say it had been paid in. Probably delayed due to Bank holiday. Now 28th May.

1 month ago
3
Lighthouse Cottage

Holiday in Skye, I am sorry to hear that, shocking. They have time to moderate posts on here but not pay their hosts! So much for the 'partnership' that they drone on about. I have had no reply on my request for a return of Aprils commission.

Lighthouse Cottage - Earlish, UIg

1 month ago
3
Radar Kid

Hi All,

Still nothing here either. Ill check later today.

Asked BDC for proof of payment for the two attempts. Obviously no reply on that at all.

Khris

1 month ago
3
Radar Kid

BTW.. I had a good call with a Senior Partner Support guy in Arizona yesterday evening.

He said that the Partner Support is Outsourced and that they have no way of contacting Finance. All they can do is send them messages.

Khris

1 month ago
3
Radar Kid

Anyone hear back from Watchdog?

1 month ago
4
Juliettebadgerpost

Interesting Radar Kid, we too have no way of contacting the Finance team. It is a complete sham, allowing us to think that we can.

1 month ago
4
Captainsquarters21

THEY HAVE NOT RESPONDED TO MY DEMAND OF THE RETURN OF MY COMMISSION AND THEY SAID IT WILL BE ANSWERED IN 4 DAYS. SO IT WILL BE 4 BUSINESS WORKING DAYS TOMORROW.

I AM SEETHING THAT SOME MEMBERS HAVE STILL NOT BEEN PAID.

I FEEL THE PAIN AND MISERY IT CAUSES, THE FEELING OF BEING RAPED AND VUNERABLE.

THROWN TO THE WOLVES AND TO BE TOTALLY HONEST IT IS A TOTAL LACK OF RESPECT.

WE ARE THE CUSTOMER HERE AND EXPECT AND DESERVE TO BE TREATED LIKE KINGS AND QUEENS. (NOT *** ON THEIR SHOE)

1 month ago
3
Radar Kid

Yeah, I think he said more than he should but he did escalate it.

I got a call from Dublin this morning to say that I was paid !!! and that it was my fault my bank details were wrong.

This is just a farce at this stage.

Well I suppose the more incorrect emails they send will help me in my action for Breach of Contract.

Khris

1 month ago
4
Captainsquarters21

AT THIS STAGE HOW MANY ARE STILL WAITING TO BE PAID?

IS IT JUST YOU TWO RADAR KID AND JULIETTE

1 month ago
4
Juliettebadgerpost

Maybe, but Captainquarters they have been paying into this same account for last six months and I haven’t currently opted in to weekly so nothing has changed. It is a little frightening with just a few of us left (little voice). If it goes past the end of this month, it’s desperate. Heard nothing back from that email I sent off first thing this morning. Under the circumstances this is pretty shoddy. To top it all guests arrived this morning at 10.30 am, I ask you. Calming told to come back at 1630!

1 month ago
2
Hettythompson

This is just dreadful for both of you. I have written asking for compensation and emailed watchdog the more of us that take action outside bdc May make is heard by bdc. Sad state of affairs and doesn’t bode well for weekly payments.

1 month ago
3
Radar Kid

I was forced to send in two months bank statements to prove I had not been paid.

1 month ago
4
Juliettebadgerpost

Wow!!!! Just Wow!!!! Partnership yeah right, they obviously didn’t believe you! Shocking!!!

1 month ago
4
Juliettebadgerpost

That’s three of us! We must stick together and keep each other updated. Ringing my bank and the end of the day to see if they can see the payment coming in. No sign this morning and still waiting a response from BC.

1 month ago
2
Holidayinskye

They sent me message on Thursday saying they were paying in that day. But then weekend and Bank Holiday . Nothing in Bank yet and have phoned to check this morning. Poor treatment really. Havent had any bother before this.

1 month ago
4
Juliettebadgerpost

Hi

I have spoken to the bank again and request the following information BY RETURN!!

1. Please advise how this payment is being sent?
2. Has the transaction that was sanctioned on Friday 24th May left your end?
3. What time scale are we working to, into which I can expect this payment?

I hope you can fully understand my nervousness with regard to receiving this money as this is now your third attempt. it would have been rather good of you under the circumstances (17 days late with payment) to have responded to my email earlier today.

Regards

Juliette

1 month ago
3
Radar Kid

Hi,

Close of business at Bank and still no sign.

I had a lenghty call with Dublin partner support who advised me that I must accept all bookings or face all "overbooking" fees and commission charges on bookings that they relocate.

I said i cant accommodate as i cant pay my bills, buy food etc. I was told in a roundabout sort of way that cash flow issues at individual partners are not something that BDC considers in these matters. When I said I was thinking about taking legal action, she said in the 11 years she has worked for BDC she has not heard of a partner taking a successful case against BDC. She said that they have an army or lawyers to make everything " watertight" on the BDC side.

She said I have to go to Amsterdam to sue BDC as thats where their HQ are.

I told her I didnt like bullies and that BDC will soon be known as the Ryanair of the online hotel platform.

The call was pleasant and she was somewhat empathetic but i still have not got paid.

What a strange way to run a business.

1 month ago
4
Juliettebadgerpost

Radar Kid and Holidayinskye can I have your account reference number mine is 4034600 Pelham Grove Bed and Breakfast. I think moving forward in all correspondence we should quote our names and account number to make them fully aware that all three of us are still awaiting payment. Thanks Juliette

1 month ago
3
Radar Kid

Hi Juliette,

3209586 - No1 Simpsons

Khris

1 month ago
4
Juliettebadgerpost

Khris, thanks that way when each of us has another communication with BC, we can raise the matter of our three outstanding accounts, working more effectively.

In the meantime you might want to ping an email over to them asking these three questions, advised by my bank:

1. Please advise how this payment is being sent?
2. Has the transaction that was sanctioned (whatever date) left your end?
3. What time scale are we working to, into which I can expect this payment?

Up to you? Juliette

1 month ago
3
Radar Kid

Hi,

Thanks. I did just that and added your details also to say that neither of us had been paid.

Khris

1 month ago
3
Theladyinglass

What a sad state of affairs, I hope this gets resolved soon guys

1 month ago
2
Hettythompson

Togetherness on this diabolical situation is the best way and let me know if I can help in any way o could bombard them with details of you not being paid of it would help. I am on half term now so have a little more time than usual. Haven’t heard a peep from watch dog.

1 month ago
3
Radar Kid

Thanks for moral support.

I meant to say earlier when i spoke with Diana K. in Dublin, that she admitted that the problem was on the BDC side. Their new finance SAP did not pick up my sort code correctly and so the payments never went through to my bank.

to say my bank rejected the payment twice was a complete fabrication. BDC should be ashamed, alas, bullies are rarely ashamed.

Has anyone contacted WHICH. They may come at it from a different perspective?

Also, I got a message from BDC earlier re a different issue. I had a poor review and sent a reply. My reply was not published and i asked why.

Here are the reasons:

Replies to reviews that contain any of the following will not be approved:

Inappropriate, discriminatory or offensive language
Ask the guests to book directly with the hotel
Offer discounts on the guest’s next booking or ask them to join a loyalty program
Contain personal details (of the property or the guest’s), such as a phone numbers or email address
Mention the guest’s surname, for privacy reason
Mention the guest’s name at all if the review is anonymous
Refer to a competitor’s website (e.g. Tripadvisor, Expedia, AirBnB, etc.)
Criticise Booking.com
Mentions other websites
Question the legitimacy of the review/guest
Criticise the fact that the reviewer has chosen to remain anonymous. This is the customer’s right and an option we provide accordingly
Ask guests to modify or remove their review
Submission in a different language than the original review language (apart from English).
We have no idea why your review was rejected, as we have special review team and they make decisions.

Some are straight forward but the one that caught my eye was the "criticise Booking.com"

We cant voice any dissent. What a farce.

Khris

1 month ago
2
Holidayinskye

I am 1544708 Benview B & B. Lets hope tomorrow is payment day.

1 month ago
4
Juliettebadgerpost

Great we now have details of our three outstanding accounts, to work as one on all communications.

1 month ago
3
Radar Kid

Acknowledged with Thanks

Khris

1 month ago
4
Juliettebadgerpost

No payment here this morning can Khris and Holidayinskye please advise?

1 month ago