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No payment from Booking.com

After more than 2 months, I have not receive any payments which Booking.com has collected through online payment from our guests.

I sent a few messages in booking.com and one staff in message box ensured that payment will be done at 2nd week of March 2018.

On 13 or 14 Mar 2018 I called the support line and one stuff ensured that I would receive the payment on 15 Mar 2018 or 16 Mar 2018.

Now it is 17 Mar 2018 no payment shown in my account. I sent the message to booking.com and it told me to reply within 3 days.

As such I told booking.com that they need to pay ment  $100 = $50x2 late pay fee. And please settle this asap.

 

Just type the message here as a proof of how and when booking will get this sorted it out. 

I am really really frustrated on this. 

 

 

 

Dear Booking.com,

We have not receive payment of yet as at 17 Mar 2018.


Kind regards,
Thomas
Cockle Bay Bed and Breakfast

100 Replies

1
Amos80

Hi Thomas

just to let you know we are experiencing the exact same problem, we haven't received any payment from booking.com for last 2months, I can't tell you how many times I have called (never able to speak to the same person twice)

today we actually were told by financial department to try resetting our bank details, we have now done that so waiting to here by from them tomorrow now!

very frustrating to say the least!

1 year ago
1
Asya Alex

Please keep us all updated so we know if it’s worth making business with booking.com

1 year ago
1
Amos80

In all fairness to booking.Com up until this issue we haven’t had a problem with payments and we have been registered with them since 2016, but something has happened since jan, we have checked our end at the bank and it is all set up correctly, so we feel it’s an issue at there end however getting in resolved is proving difficult.

1 year ago
5
David

Are you paying commission before receiving payment????

1 year ago
2
Garyh1970

Thomas, Amos80, Asya and everyone else experiencing issues receiving payments from Booking.com

I too had an issue receiving this month's payout and exactly a week after I should have been paid, I finally have an admission from Booking.com that the fault is at their side.

I would strongly recommend that you email your concerns to the following:

(Credit Control Team Leader)

(CEO)

I got nowhere speaking to anyone else.

Stand your ground and insist that they pay you YOUR money and keep on their case until they do.

Good luck!

1 year ago
2
Admin

I'm having problems getting paid for a booking using booking.com's virtual card. The guests stayed with us on the 23 March. I tried to collect the payment from the virtual card on the 23 March and the card was declined. I phoned booking.com and was told they did have problems and to try again later. Next try still declined. I contacted booking.com again and was told they would send a modified booking with a new credit card. By the 26yh March nothing had arrived. I messaged them and was told I had probably tried to put the transaction through too many times too quickly. This was twice six or seven hours apart. I tries again three days later and again it was declined. I have sent another message but no reply yet. This throws doubt into the reliability of using the virtual card. If it isn't settled yet I will think about not accepting virtual cards or charge the guest if I havn't receved payment and leave it to the guest to get their money back. After all the agreement we have with booking.com is payment will be available on the guests day of arrival. Is anyone else having these problems? If they were to say we have a problem it will be sorted out in a week but to try and blame us for putting the transactions through to quickly destroys any confidence in the system.

1 year ago
5
David

There is no excuse on the part of Booking.com for you not to be able to have access to your funds on the guest day of arrival using the virtual credit card.

Unfortunately Boking.com agents around the world seem to make things up as they go along.

If the system was working properly you would have been able to collect the funds on the first time of trying and have never heard such rubbish that you tried to many times.

Tell Booking.com that you reserve the right to hold back any commission until the matter is resolved.

I hope this is not a foretaste of things to come especially now they are trying to force owners to accept risk free bookings.

Personally I have never had any problems with the virtual credit card in the past but if I did I would make the guest contact booking.com and do the running around in my case payment becomes due on arrival NO PAY NO STAY

1 year ago
2
Admin

Thank you for your reply to my post David. This is the first problem I've had with the virtual card. We all know there are glitches but its how they are handled, the speed they are put right that matters. Blaming the person that has not been paid is just not acceptable. Take the blame booking.com and put it right.

1 year ago
5
David

There is no excuse that you have had to wait so long for payment for services guest have received.

Last September Booking.com allowed a guest to cancel for free when he was liable for the first nights room rate, though Booking.com admitted their mistake it took 2 months to receive payment with me having to constantly provide screen shots of their original e-mail accepting liability that they had made a mistake.

Finally I told them I would stop commission payment deduct what I was due and then forward the rest of commission. finally they produced a virtual card over night.

All Booking.com have to do is simply reproduce a new virtual card for you to take payment,perhaps their system is becoming to big without employing more people to deal with this stuff

1 year ago
1
Ctjoel

I just joined booking.com but it is not clear to me how and when I will get paid on my recent services provided, where/how can I contact anyone or have information on payments.

Everything on the site sounds to me a bit general it is really not clear how i can charge the client or how/when I will get paid.

Any help?

1 year ago
2
Admin

I'm not sure what you're not getting paid for. Is it for virtual card booking? If so we have just had problems for the first time. Booking.com tried to insist it was my fault. They told me when the first transaction was declined I tried again too quickly and too often. In fact I tried once in the morning, once that evening and once three days later. Eventually I got through to an operator that actually listened to me. After listening to the whole sorry saga She asked me to put the phone down and she would ring me back. She did and booking.com had given me the wrong security number from the back of the card. Tries with this number payment accepted. All tech companies blame the customer for a fault its never their fault. As for all other payments we collect of the guest and pay commission at the end of the month. In all fairness to booking.com we have been with them for a long time and this is the first problem we've had. Having said that everyone has an occasional problem its the way the problem is resolved that is the mark of a great and successful company.

1 year ago
1
Amos80

Hi David!

thanks for those email addresses, I am going to email both today as we are still waiting for both Jan and Feb payment which we were assured 2wks ago would be paid by a fast track payment, we have now received our invoice and statement etc for March which is due to be paid on 15th of this month but I am alomost 95% sure if we do not resolve this issue in soon we will be yet again no payment on 15th.

this is starting to cost us money now as we have had bills/ direct debits going out and the moneys not there to cover, I will be asking them for compensation

what was the reason they said they hand to paid you? Do you have any alive as to what I should put in my email? Amy.

1 year ago
2
Garyh1970

Hi Amy,

I eventually got paid on 27th, 12 days after payment was due. I firmly believe that if I hadn't been on their case for 12 days, it could have gone on much longer. Having said that, I asked for reassurance that whatever was wrong has been resolved and that all future payments will be made in a timely manner, but haven't had any contact since. So I'm now wondering what will happen this month.

I would suggest being polite, briefly outlining your issue, confirming that you have checked everything at your side - bank details etc. and asking to be called back. You could maybe also try calling 0203 684 7924 if you are in the UK, this number gives the option to speak with the Dutch based credit control team.

They say that they have a process to follow but to be honest, it should be as simple as calling their bank to check if the payment was successful or not. I called my bank and had confirmation within minutes that no payment had been received into the bank from anywhere for the amount due to me.

It's not difficult so I'm not sure why they are making it so.

I can sympathise with your situation and really hope you get it sorted very soon.

Gary

1 year ago
2
Kathanddougclark

I've not received payment yet for this month. Has been fine until now. Should have been 15th, it's 16th today. The number 02036847924 is now inactive. No help from the support desk.

Kath

1 year ago
2
Kathanddougclark

I've not received payment yet for this month. Has been fine until now. Should have been 15th, it's 16th today. The number 02036847924 is now inactive. No help from the support desk.

Kath

1 year ago
5
David

Have you tried calling 02033202635?

1 year ago
2
Kathanddougclark

Thank you David. Just received a call from a lady who said the payment should reach me by tomorrow and that it was processed on Friday 13th. The problem is that booking.com say...........

You get paid

You will receive a bank transfer by the 15th of each month that covers all bookings with a check-out in the previous month.

And that is not the case! It should say "we will process the payment by 15th of each month" or that they process it earlier so that it gets to you by 15th!

1 year ago
1
Ire9ne

Same problem here! Supposed to get paid before the 15th and nothing yet. All bills are coming out this week. Very stressful situation. The phone number they have for financial department is unavailable. I will probably have to stick to airbnb where they send the payment one day after checkin!

1 year ago
2
Hamera06

I am having the same problem. Since 13th they have said the money should be there by end of day. I find it funny they take their own commission without delay. It’s the 16th July 2018 and still no payment. Same answer you should get it today or something is wrong with your bank account. Their is nothing wrong with my bank account as all other payments are fine. Booking.com have been constantly inconsistent with their payments. The problem is you just can’t get an answer from them it’s like hitting your head on a wall. I’m really getting frustrated now with them and their vague answers.

1 year ago
2
Hamera06

I have just got through to finance department after one hour thirty minutes of waiting. They said they are having problems and no one has been paid in the UK and that a message will be sent out when payments have been done on the extranet. This morning I was told that payments had left already on the 12th. It’s complete madness that such a big company can’t get their finances slighted out. What chance do we small businesses have when we can’t even pay our bills on Time? It’s so frustrating because each person has their own version. Booking.com I request we partners get compensation for delayed payments. Thank you

1 year ago
2
Kathanddougclark

Yes not paid either and have sent a message to them. We should of course receive compensation or better still not work with them. It's a disgrace. I'm sure the Financial Ombudsman would be able to offer some advice. Our finances hang by a cliff edge at this time of the month...it's so stressful.

1 year ago
1
Robinhow Rolfe

I run a small self catering unit in UK. The payment for May was due on 16 June and was not received. The payment for June was due before 16 July and this has not been received. I have requested information on more than 10 occasion but just get rhetoric and standard bland replies. i have even tried approaching the CEO of Booking.com but still without a response. I am now resorting to contacting Riboff Britian and Watchdog in the hope that this may generate some action. Any other suggestions gratefully received

1 year ago
2
Kathanddougclark

The problem is that they may say this is a rare occurence but it has happened to me twice this year. So they're either incompetent or having financial problems which makes me think that I shouldn't be working with them.

1 year ago
2
Hamera06

This is bad as I have to
Make payments from my personal
Account today. I don’t understand if they take the commission on time why they won’t pay us the same day? Their commissions are always taken by the 12th. I’m not even going to bother calling them as I have had four different people giving me total different answers. Even now she told me their was an issue throughout the whole of uk and no one has received their payments and yet #mrcdgiles has been told payments should be received today or tomorrow as they have been paid. Why can’t they just be honest. Do they have different systems each person ? Or do they get told to tell us what they please ? I can’t be bothered to hold on for over an hour just to get through to them. Either I close my hotel and sit there calling them
Or either I just carry on with my work. I think they should be reported now as this is no excuse because I can understand if they didn’t take their own commission but that’s not the case. #pleasepayusourmoney and #compensation for late payments and phone usage.

1 year ago
5
David

Have any of you guys contacted your local trading standards????

1 year ago
2
Hamera06

#David did you contact them and what did they say?

1 year ago
1
Wanefamily

Ia m running a small property in Oxfordshire with Booking.com and facing the same issues. I have two outstanding payments. I have been contacting their billing department without any success. They don't know what's going on and refuse to give the names of the billing department managers or team leaders!

1 year ago
2
Garyh1970

Hi all,

I too have not received our monthly payment, this is the third time this year this has happened. I have spoken to my Booking.com Account Manager in our local office but he can't offer any explanation other than there was an issue identified on Friday which, for whatever reason, the Finance team, chose not to communicate. Apparently a message is due to be sent today to explain the issue and when it will be resolved...too little too late I think.

Can I suggest that we all take a stance here and write to the powers that be (being careful what I say here as my last message with the contact details was moderated and didn't appear until weeks later). Their contacts details can be found on my post further up this thread which is dated 4 months ago.

As I said at the start of this post, this is now three times this year Booking.com have failed to pay me on time. There is clearly an issue which they appear unwilling to resolve.

Very very poor show from such a large company.

1 year ago
5
David

Write an e-mail to Booking.com telling them that payments are now over due, give them 7 days to pay up or you will start adding interest which by law in The UK you have every right to do, but you must warn them first.

1 year ago
1
Baz7809

This is the 3rd time for me that Booking.com are late paying. They always spout some rubbish that it’s this, that and the next things fault, sigh. It’s annoying and frustrating that the paid their commission on the 11th of July but they sit on my money.....still!

1 year ago
1
Baz7809

Mrcdgiles I normally show a cleared payment by 10/11 th of the month. This year though it has been slowly creeping up to and over the 16th.

1 year ago
5
David

Perhaps it's time you guys now take control of your business and start using a credit card terminal why wait for a large company to pay you for a service that you probably gave weeks ago?? while you let Booking.com treat you like this they will carry on doing it.Apologies if this offends anyone

1 year ago
2
Kathanddougclark

Agreed Baz. I think it makes sense to wind down my dependency on booking.com. I'm wondering whether it might be a good idea to contact the guests directly, ask them to cancel with booking.com because of this financial concern, ask them to book direct and give them some discount.

1 year ago
1
Baz7809

Kathanddougclark thank you for the advice :)

I have also began winding down my dependence on booking.con (planned typo) and plan on using them only when needs must basis. Their customer no-service is legendary in my house. I have never entered into such a one sided “partnership” in my life, not even being married is a patch on booking.con

Sorry for the rant :)

1 year ago
2
Garyh1970

Hi all,

I've just had a call from my Booking.com Account Manager who tells me that the information he now has is that 60% of UK partners had their payments successfully processed on Friday and the remaining 40% are having their payments processed today. So on that basis, UK partners should receive payments tomorrow or Wednesday.

Apparently we should receive some communication today with some sort of explanation...not holding my breath.

David - I totally get your point about taking control of payments and not relying on Booking.com to take them and pay us however when the amount of business done through Booking.com is fairly substantial, having Booking.com collect payments has some pretty big advantages:

No credit card fees as Booking.com cover those (in our case this would easily amount to £500-600 or more over the course of a year.)

No large commission invoices to ensure that you have sufficient funds in your bank to cover as this is deducted from your payout.

It is nice to receive a fairly large amount of cash into your bank account in one go!

The only disadvantage is that they don't always pay on time and that is only a recent thing. We can only hope that what ever problems they are having with payments is sorted, very soon, once and for all.

1 year ago
5
David

Don't Booking.com charge you for handling payments???

1 year ago
2
Kathanddougclark

Thank you Gary for the update. Really helpful and fingers are crossed.

1 year ago
2
Hamera06

Thank you Gary for the information however as I have stated before I have been given total opposite information. They told me NO ONE in the whole of UK has revived any payments. Well at least you’re lucky to have got a call from your manager I didn’t even get that :( don’t know who’s information to go on. Anyways good luck everyone and would like to point out that this is the second time they have gone over their time limit with me. I shall also be considering to move to Expedia as they already do my bookings for an overseas property and would like to say you get paid daily, weekly or monthly or whatever you prefer. You have full control when you want to take your money. I thought I would try booking.com but recently their lack of communication and payment issues have caused me to think this over. Thank you all and good luck and please post if you have been paid.

1 year ago
1
Robinhow Rolfe

Gary Thanks i have no faith that anyone has a finger on what is going on. I include the CEO of Booking.com in all my correspondence but that seems to have resulted in no better results.It really needs to get into the media if we want some action. Anyone know someone in the news that would take it up

1 year ago
2
Hamera06

I have just received the same message from credit control. Booking.com what about our compensation and the bills I was supposed to pay today ?

1 year ago
2
Kathanddougclark

I've just received the message too, and also emailed them to cancel my contract. I don't have the time or capacity to fight them and will explore other booking channels. In reality I cannot afford to pay the commission rate and wait for over a month to get paid, and have this financial pressure hanging over me every month. Good luck all - hope we get paid - I'll keep fighting!

1 year ago
5
Brooke

Hi Everyone,

Thank you for your comments, we have just received the below communication from our Finance Team and wanted to share it with you right away:

Dear Partner,

Due to a technical problem we have not been able to process bank transfer payout on time this month. If you have not received a monthly payout yet, it will reach your account before the end of this week.

There is no need to contact our Finance department or Customer Service to follow up.

Our apologies for any inconvenience caused.

Booking.com Team

It's great to see everyone supporting one another here on the forum during this time.

Thanks for your patience,

-Brooke and the Communities Team

1 year ago
2
Garyh1970

David - no there are no extra charges, just commission.

1 year ago
5
David

We can all agree occasionally things might go wrong but what seems to be the problem here is the lack of communication to the people that make booking.com what it is.And here lies the answer, when a company becomes the world leader they often take their smaller partners for granted which they can only get away with for so long.

1 year ago
1
Robinhow Rolfe

Not certain who has received the message re payment. We have not seen anything from credit control so do not think it is universal

1 year ago
1
MarBen

I am in Dublin Ireland - and the same problem - no payment - and in the last hour the totally inadequate (in response and in tone) message from CC dept - they paid themselves their commission from me on Friday yet feel no apology or compensation necessary for keeping my money to be processed at their comvenience - as I responded the least I expect will be waiver of the commission for this period

1 year ago
1
Graf70

If Booking.com is experiencing " technical difficulties " with payments to us as hosts , why could they not have sent a general message to us as hosts explaining this rather than us as hosst navigating the site for answers or ringing to complain ? Its another failure in booking.coms system to understand that we rely on our income and have bills to pay and treat us not as valuable assets but with a measure of contempt , are they going to pay us interest for late payment ? Booking.com would not be so patient if we do not pay their commissions . I just wish they would recognize how valueable we are to them and treat us accoringly and with more respect .

1 year ago
2
Hamera06

Good morning all just to let everyone know I have been paid. I will be seeking some kind of compensation from them as this is the second time it’s happened to me. Hope everyone else got their payments too.

1 year ago
2
Denz

Just checked and still nothing this is in Croatia. No message or anything on my extranet. If this happens again in the following month next season I am moving to airbnb at least they pay immediately not this by the 15 and they can't even get that right. Now that booking.com is so huge they probable don't care as much until they get a genuine competitor maybe then they will improve.

1 year ago
2
Garyh1970

Good morning all,

I too have received my payment this morning. From my conversation with my Booking.com Account Manager yesterday, I understood that it was only UK based partners that had been paid on Friday/Monday. From what he said, I think there may still be issues with euro payments. It is inexcusable that Booking.com are not communicating to those affected though.

1 year ago