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Not being paid

I haven’t been paid for the first first booking after lockdown ended, anyone else suffering similar situation? 

12 Replies
63 Views

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Amanda Garrett

Anyone else getting unsatisfactory replies when chasing payment for a guest who checked out over 2 months ago? Guests have also contacted booking.com saying they won’t use the site again until their money is paid to me as host. 

28 days ago
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Annelore Maes

Hello Amanda, 

Yes we have the same issue.

Payement was due for the 12/09 (guests left 02/09).  Payement is 'processing' since then. Never had any problems, bank details are fine.

They don't respond to my mails, called several times and being brushed off. Can't reach financial services directly (always waiting music, even up to an hour)

28 days ago
2
Mistergees

Hi I haven't been paid for one guest since before lockdown and none (15) since July when we reopened and I cannot get a response from anyone other than the standard replies, bank details are incorrect - which are correct, put a message on the extranet - not replied to, call the finance team, which by the way logs you off after an hour. I have escalated calls, logged a complaint, even emailed the CEOP and still no reply, other than being informed the finance team are so busy and have a massive backlog. This doesn't help us at all.

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27 days ago
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Amanda Garrett

Hallo Annelore,  Exactly, i've never had problems before either. 

  I do get responses to my extranet messages though (how do you email them -  can you share an email address if you have one please?)  but they are always the same i.e  a specialist, will get back to me within 2 days and this has been said to me since the end of July.   When I ring I have been put through to charming people in places like Bangkok, Shangai and Netherlands who all say how bad this is but the finance department needs to deal with it and they only work 2 hours a day.  

If I find a person to talk to who really knows whats going on I'll share here.   

28 days ago
1
Annelore Maes

Hi Amanda,

With mails I actually meant the messages on extranet. I had no reply on them.

Situation is exactly the same! All the lovely ladies on the phone were very understanding ... but that doesn't get me payed...

Were are you from? Can we continue this conversation over e-mail (before booking deletes it ...)? We are chambres d'hôtes Quatre Mains in France. Our website is www.chambresquatremains.com and our mail is ***

 

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28 days ago
2
Mistergees

By the way does anyone know how to check the IBAN number as when I check my bank details there is nowhere for me to input the IBAN number. I am in the UK. Does anyone else have this issue?

27 days ago
1
Amanda Garrett

Hallo Mistergees, sorry you’ve also not been paid.  I’ve now set up BACS to be paid direct by guests.  Will have a look re the IBAN later for you though. My guests have now written a strong email to booking.com copying the CEO.  Maybe that will work, it’s not good though is it.  

27 days ago
2
Mistergees

Hi Amanda, Thankyou for your reply. How did you set up BACS please? No its absolutely not good at all. The CEO Glenn Fogel hasn't even acknowledged my email either. Yvonne     

26 days ago
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Amanda Garrett

On extranet.   I changed the  method of payment there.  And added  a note to guests when they book explaining that due to booking dot com not paying me please send money to me within 3 days of making booking and I include my sort code and account number in message.  I’ve only had one booking since doing it this way and although I had to remind the guest he  did the BACS straightaway so hopefully next one will do likewise.   this w/e I have Airbnb’s in so i know as long as theee aren’t any hiccups with their stay of course I will

be paid on Tuesday.  good luck

 

i rang customer services  again today and got exactly the same reply.  She admitted I wasn’t the only one getting annoyed with them. 

26 days ago
1
Annelore Maes

I have another mailadress from where I had a mail today > customer.service@booking.com

In the mail is just written how sorry they are and that they will check with finance ... So same story, no solution.

 

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26 days ago
2
Mistergees

Thanks Amanda, I may do the same. These people are really nice and sound helpful but they ought to be feeding the distress being caused to hosts back up the food chain to someone who can do something about it, its ridiculous, i'm losing my mind because of this situation as i'm owed a lot of money and considering cancelling all my bookings with them. No point hosting guests for nothing.

25 days ago
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Amanda Garrett

Today when I called the 02033202635 number the person who took the call disconnected it when I said why i was calling. 

25 days ago