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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

Ill follow up with Tony Hetherington also.

1 month ago
3
Skyline10

Hi Radar Kid,

Good work.

Can you give me a point of contact for Tony Hetherington? I'd like to pre-empt a similar problem arising this month by contacting him today about the May payment.

I have a sinking feeling because I have not yet had the usual remittance email due today. My business year end is 12th June, and the exact date on which this month's monies are received is therefore critical for me, with major tax implications.

I intended to spend some of my profits on the business before 12th June, to defray tax. But if I do that, then the BDC payment doesn't arrive for a couple of weeks, I'll struggle to meet my monthly outgoings - it's a real headache.

I can't make financial plans or run my tax affairs efficiently in such a situation.

1 month ago
2
Holidayinskye

I have had remittance advice in today for May bookings due for payment. Hope it all runs smoothly now. Have other people had theirs.

1 month ago
3
Skyline10

No, no remittance advice yet, and it has ALWAYS been issued on 3rd of the month..................

1 month ago
4
Juliettebadgerpost

Still not received my May payment. Went to my bank who are fully aware of the problem as there are a large number of hosts anxiously in contact with them eager to get the matter resolved. Sent another email and called BDC twice finally spoke to someone in the finance department that advised that the matter has been escalated to tier 2 of the finance department and to keep all lines open. They know that there hasn't been any rejection from my bank. Feel utterley exhausted this has taken up most of my day.,

1 month ago
2
Hettythompson

My post regarding someone who may be able to help has been edited !!! On my gusts details it says money has been sent to my account on 27 th may. I have had no remittance email yet either and am very concerned the same is happening all over again. I know I am one of the lucky few who got paid on second attempt. But doesn’t bear me thinking about knock on effects of late payment again. No one answers my emails or now the phone as well. But they do take time to edit my messages on this platform. Not good at all. I feel so at their mercy. How did you get on Juliette

1 month ago
2
Hettythompson

I have just read your message Juliette I am so sorry for you

1 month ago
3
Skyline10

Had a dig around in the "Finance" section of my extranet, and found the latest remittance advice under the "Invoices" tab marked "processing", though it's dated 1st June!

However, it doesn['t appear under the "Monthly Statement of Account" tab - although the May one appears twice! Oh dear...............

1 month ago
4
Juliettebadgerpost

I did receive invoice remittance advice todya for May bookings. But one step at a time heh, April payments first would be good. Now getting on for nearly a month late.

1 month ago
2
Hettythompson

Yes I see one in my extranet saying processing !!!

1 month ago
4
Juliettebadgerpost

Hetty mine also says processing. But it all looks a bit different doesn't it than before which is probably due to the new payment processing system that is now in place. I am however still quite new to all this only six months in, but very busy.

1 month ago
2
Hettythompson

I have just spoken to a lady who says they don’t always send an email even though they have for the past year every month and I ticked the box saying send by email. Wow they have is by the short and curlies. Hats off to the person who checks the partner forum though. Well done whoever you are you are very thorough and good at your job.
Best wishes to all.

1 month ago
3
Radar Kid

Can whoever posted the full email for Tony Hetherington please do so again as I think it was removed.

Maybe BDC is being run by the East German Stasi now ?

1 month ago
4
Juliettebadgerpost

Hetty gave this information. But you can google his name and it comes up quick here it is before the Gestapo take it down. We too can play cat and mouse :-)

***

1 month ago
2
Hettythompson

Here i go again and I look forward to your email telling me I have posted something inappropriate ***. Quick everyone before it is removed

1 month ago
3
Theladyinglass

I received invoice remittance advice today for May bookings but I am astounded that some on here have not been paid still, even more astounded that they get time to edit our chat but do not contact those directly affected as a matter of urgency. I would settle for the compensation of the commission returned but if I were one of you still waiting a letter before court action would already be on their desk followed by the appropriate court papers. This is truly unprofessional and unacceptable from a company that supposedly prides itself on customer service

1 month ago
3
Radar Kid

Well said LadyGlass

Even though many of us are coming into our busiest part of the year, I hope that each of us can find a little time to A. Send in a Letter as per LadyinGlass idea followed by B. The appropriate Court Papers. (anyone in the forum married or living with a solicitor or someone with experience in this area)

It will take some effort from all of us but I for one will burn the candle at both ends to try and get satisfaction. I expect our initial requests to be ignored as my previous 3 emails regarding compensation and an apology have gone unanswered. While disappointing, it will demonstrate to a Sheriff or Magistrate that we tried in a reasonable fashion to seek redress directly and only resorted to the Courts as a last resort.

I would suggest some form of mediation where we, as a group, would nominate a single person to act on behalf of all those affected. The hard part is that we actually dont know how many are affected and some are voiceless with no knowledge of our Forum and willingness to work together to get a satisfactory result and assurances that this will NEVER happen again.

Khris

1 month ago
3
Lighthouse Cottage

Thats a good idea Khris, I have taken BDC to the small claims before on another matter and they just ignore all communications or threaten to add additional fees on your account. Even when you do get a judgement against them, which I did, getting payment is another matter. I had to copy the judgement onto their twitter feed for a month before they eventually paid up. I am afraid we WILL have to take them all the way. UNLESS a group action is the way forward?

Angus - Lighthouse Cottage, Skye

1 month ago
2
Hettythompson

I think another platform to communicate amongst each other freely would be a good idea not sure how but am happy to send my details

1 month ago
3
Radar Kid

Good idea.

Im not a fan of Facebook or instagram.

Would WhatsApp be an idea people would consider?

Khris

1 month ago
3
Theladyinglass

For now it must be fingers crossed for those not paid and a little patience to wait for what happens this month. Start your own notepad and keep all you write on here with dates etc so that when edited by BDC the courts can see it if you get that far. Stay calm, keep it clean and be positive. I know it can be hard but do not feed them ammunition to later use on you. This is business and nothing more, keep personalities out of it.

Write it, copy it, save it

Good luck all

1 month ago
3
Radar Kid

That is very sound advice Ladyinglass.

I feel a bit more energised now.

Thanks for that.

1 month ago
2
PeterNI

Hi,

I am in exactly the same situation. Today 3 June 2019 I still have not received payment for April Guests. Numerous calls and messages, latests on 24 May promising I'd get paid within 5 working days but still nothing. I would welcome any advice on how to get this resolved apart from using the message area on extranet and calling the support line, as I know these do not work.

Regards Peter (Northern Ireland)

1 month ago
2
Holidayinskye

Hope you have better news today Juliette and Peter and anyone else still waiting for payment .

1 month ago
1
Missmac13

Hi everyone I am in the same situation. I am confused I have been sent proof of payment from 8th May but still nothing. I can't afford this either. I have called finance and was told it's with a special dept which of course they have to message. My bank can't trace the funds. Do we have to go legal to get paid completely ridiculous!!!

1 month ago
3
Skyline10

I'm very concerned for all of you and wondering how many in total are affected by the April non-payment.

I only know about Juliette, Peter and Missmac. Anyone else?

Tell me - have you seen a remittance advice for your May accounts yet? Mine is usually dated and sent on 3rd, paid 8th, cleared 11th - until last month when it was nearly 2 weeks late, causing chaos and terrible stress.

This months remittance advice arrived around 8pm last night, just as I was starting to fret. So far so good.................

I'd urge all partners to keep tabs on the whole process from start to finish in order to spot an issue developing.

1 month ago
4
Juliettebadgerpost

Hi,

I still haven't been paid but have finally got through to finance for the last two days. I am still awaiting to hear back from the assigned credit controller. I have volunteered my bank statement to prove I have not received the funds. Their systems are obviously up the creek, the funds are shown as having left their end and have not been rejected by my bank - but I consider that they are aware that there is a problem. God knows when this will get sorted out.I have sent my email off to Mr Hetherington - thank you Hetty for this and for the other concerned emails. I feel emotionally drained.

1 month ago
2
Hettythompson

We can only imagine your distress and anxiety judging how I was after only 10 days. I honestly wish there was something I could do. Seriously if I had pots of cash I would pay you myself in the meantime sadly I love month to month and this income is a lifeline that I work very hard at. I am hoping it’s not just the small enterprises that are suffering from this mess up. Asking people round here it seems to be the case.
Take care and look after your health and mind don’t let this ruin this most important part of your life.
Hetty

1 month ago
3
Skyline10

Hi Juliette,

I can easily imagine how exhausted you felt. For future reference, how did you manage to get through to Finance?

1 month ago
4
Juliettebadgerpost

Skyline called BDC took finance commission payments option both operators were able to put me through to Finance. Maybe they are not so busy because most of you have been paid? And thanks Hetty I won't let it ruin me, but it is just so frustrating how much time it is taking up each and every sodding day. I like most of you work really hard at this and have two other jobs as well and are six months into a 12 month course to further my career prospects and I would be lying if I said it wasn't impacting this, but there are only so many hours in the day right!

1 month ago
4
Captainsquarters21

Hi guys did anyone hear back about compensation!

All i get is we will respond in 4 days and 4 days comes and goes and then i write again.

I get no proper communication or response. They probably only respond if you provide them with huge revenue.

I really loved my partnership with Booking.Com but they have left me thinking that I'm not important and not worthy of the relationship. I feel divorced. They have one nothing to help restore my faith and I genuinely feel they don't care.

Has anyone else had a response... I fear for this month... Last month was bad enough. I have changed to weekly remittance to reduce the risk factor... will we pay 16.3% commission on bookings already made before the change, or only on new bookings?

1 month ago
3
Lighthouse Cottage

Just posted my letter off today, to their Cambridge address, seeking compensation. They won't answer, the letter is just to show the court I have written to them. I will give them 2 weeks and then fill out the small claims paper work online.

Also, check your invoices guys , especially for any cancellations where you are still due to be paid. I found an error of £255 - guess what, not in my favour! Happy hunting.

You will have to fight for it.

1 month ago
3
Skyline10

Do you mean you used the support team number (mine is +44 1173008470 ) and went through the phone menu "finance, commission, payments" then got transferred manually? I never got through to Finance. When I called the "Finance number" direct nobody answered and the line went dead after holding for an hour!

1 month ago
4
Juliettebadgerpost

I don't know where I got this number but I think all options are the same > +442033202635 then finance commission payments option. I couldn't get through when everyone was waiting to be paid but that was at the 'height of the trouble'

1 month ago
1
Missmac13

Hi I did get through 2 days ago but heard nothing since just vague comments and nothing definate so don't hold your breath!!

I did receive the remittance for May in April dated 8th but still no money!! I'm fed up of chasing my tail. Has anyone considered court action? And how would you go about it?? Ideas??

1 month ago
2
Hettythompson

This is money seem to have a good Facebook page aswell as email contact and this maybe another platform to spread the word.

1 month ago
2
Hettythompson

Interesting to read what this is money do. They aim to hold businesses to account. And more. This post will be deleted by the morning.

1 month ago
3
Radar Kid

Hi Everyone,

I got a reply to my request for Compo.

The Credit Control Team have replied to say my request has been escalated to Senior Management.

Thats all for now.

Keep the faith

Khris

1 month ago
4
Juliettebadgerpost

I have just sent this email to: read to the end!! I don't know how long it will be up for!

Gillian ***. Gillian *** is a Dutch businesswoman who is the current Booking.com's Chief Executive Officer, appointed in April 2016. She is responsible for the global strategy and operations of Booking.com, including the management of all business units within the organization.

Hi Gillian,

I hope you are well. Unfortunately, I have had a very stressful three weeks trying to obtain £XXX for the reservations that were booked through your company for the month of April 2019. This might not sound a lot to you but I am a divorced, single 53 year old woman (who is working very hard to get back on my feet) and it is a lifeline to me!
My accommodation and account no. are as follows:
Pelham Grove Bed and Breakfast - 4034600
I understand that Booking.com has implemented a new payment method and have been experiencing some teething problems. This, unfortunately, doesn't help me as I have been unable to pay my mortgage and currently have my oil tank flashing on empty and have not been able to embark on any social engagement, purchases etc (which would have included visiting my two grown-up daughters in London).
I have called your company and sent emails almost every day to try and resolve this matter. Virtually all my emails have gone completely unanswered and the operators who answer the phone although very sorry cannot help and they have a great deal of difficulty in contacting the people that can i.e Credit Control. Through sheer persistence, I managed to get hold of Lyl a girl in the Finance Department who advised me that my case has been escalated to level 2 and that we are waiting for the assigned credit controller to look into my case. She advised that the funds have left Booking.com account and have not been rejected by my bank. I have today voluntarily forwarded a copy of my bank statement to prove that I have not received the funds. This is the same bank account that you have been sending the money owed to me for the last 6 months, so I cannot understand the problem?
This money will shortly be outstanding for 30 days. I am literally tearing my hair out, waking up at 4.35 am in the morning wondering how I am going to pay my bills.
Please, can you escalate this matter to the highest level and send my funds on a 24 hour as I cannot comprehend how I can go on in this manner. Through all this, I have maintained a review score of 9.5 with your guests but are feeling very let down by you as a partner.
Regards

Juliette Badger
P.S. It was the booking.com guests who are staying with me this evening idea to send you this email. They asked me how my day had gone and I told them!
1 month ago
3
Radar Kid

Hi Juliette,

Thanks for posting that.

I hope tomorrow is a better day for you, Missmac and Peter in NI.

Khris

1 month ago
3
Radar Kid

Sorry to add to the negative mood but .......

US Host Experiencing Missing Payment / Late Payment

1 month ago
2
PeterNI

So unfair. I am in exactly the same position, sick to death of not getting any answers and spending hours waiting on phone. Nothing has changed, I still have not been paid for April and despite numerous messages to BdC, phone calls and finally receiving a message from BDC on 24th May that I would be paid within 5 days this has not happened. The message itself has somehow been removed from my message history.

Unfortunately, I have been forced to close down the remainder of my busy summer period because I have not been paid for April guests and cannot afford to continue hosting without getting paid.

I have a number of June and July bookings which I will have to honor at my own personal expense. I am very worried that BDc might be in financial difficulty and maybe I will never get paid. Has anyone who didn't get paid for April 2019 by May 15 2019 initially, actually managed to get paid yet? If so please let me know how?

1 month ago
4
Juliettebadgerpost

Peter I really don't think booking.com are going out of business anytime soon, I think it is a massive IT technical issue that has gone catastrophically wrong. It is however rather unnerving that many partners on this forum have been paid apart from us and MissMac13. We must keep each other updated. I have just sent an email to the CEO of operations see above ^^^

1 month ago
3
Radar Kid

Hopefully my last post of the evening...

Im feeling very exercised by all this. I hate seeing other people treated poorly. (Thinking of You Juliette and Peter and Missmac)

Can I just mention to BDC (if you are reading this ) that if each Partner on here had spent the same time developing our business, using the statistics on the Extranet to further our understanding of our market and or spent the time planning for our mutually beneficial future, just how much we could have accomplished by now. I for one am feeling disenfranchised, undervalued, unappreciated and angry to name a few emotions.

Instead of us concentrating on growing our business, we the Partners on here have wasted considerable time and energy trying to just keep our heads above water.

Running concurrently to our issue, our Partner, Booking.com, who we pay commission to, has wasted probably thousands of hours denying there was an issue. They have been obfuscating, withholding the truth and whether they will admit it or not or realise it, have damaged and possibly destroyed many many many relationships.

Im going to do my best to stay focused on highlighting our issue.

Khris

1 month ago
1
Bide a while

I am still awaiting payment too. So so disturbing

1 month ago
1
Bide a while

I sent an email to Gillian *** several times but got no response

1 month ago
2
PeterNI

Thanks Juliette, could you text me the e-mail for the ceo to my UK mobile 07517799041?

1 month ago
4
Juliettebadgerpost

Okay so on this forum there are four of us Juliette and Peter and Missmac and Bide a While, but when I went into my bank yesterday the bank new all about the problem as they had received so many concerned calls from hosts like us. So there could be hundreds/thousands of us still waiting for payment.

Skyline do you have a copy of that email sent around 23rd 24th May about another attempt to pay us because a previous host comments is right, it seems to have disappeared.

1 month ago