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Payments

my property is not eligible for the Pay by Booking.com.  That means that I would have to agree with the guest on the terms of payment and eventual prepayment and deposits. 

While setting up everything, Booking allows you to set up the rates and cancelation policies without letting you know that if the property is not eligible for Pay by Booking you are on your own.  This is clearly a bad thing and Booking need to improve on this and make terms clear. 

Guests can reserve without a credit card even.  As a host, I cannot cancel the reservation they make, even if I ask them to pay a deposit but the deposits are not payed. 

There need to be a way for a host to cancel the booking if the deposit is not been payed. How ? 

Anyone having a similar issue ?  Help? ideas ?

 

Moreover, sending a message to costumer care via web or in the Pulse app is not possible. can only view.

 

 


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Daniel Carvalho 1 month ago

Dear Elvis, please check this link with all information about Payment By Booking eligibility.

https://partner.booking.com/en-gb/help/policies-payments/payment-produc…

If your Payment Policy asks for a deposit and the guest didn't pay it under the policy time frame for payment, of course you can cancel it, but you will have to contact us to do it and we will cancel it for you, We can also try to contact the guest and ask for the deposit if you prefer.

 

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Elvis Shera 1 month ago

Thanks Daniel.,

First of all it is difficult to contact a support team for purpose... I had to go through a community forum and hope for answers. The messaging TAB provides an overview to messages with guest and costumer support but want let you write a message for a certain issue.  This is painful. 

I even cant change the exact location of my property (even after several exchanges) just because the team behind it think they know it better than me where my property is. 

As for cancelling a reservation, I can only rise a request and wait for the guest to aknowledge. There are other cases where I nee the support team to cancel the reservation and free calendar.

If it is so simple... please explain me the steps to follow in order to request cancelling a reservatiion?   which menu, tab, link, etc... 

Thanks 

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Daniel Carvalho 1 month ago

Hello Elvis, sorry again for the inconvenience with unpaid deposits.

Please check this link:

https://partner.booking.com/en-gb/help/policies-payments/guest-payments…

Make sure you have a template requesting the deposit,  so the guests get the deposit request message as soon as they make the reservation, on this request put your bank details for deposit, time frame for the deposit  and amount, so in case the guest doesn't pay during the allowed time you can call us or send us a message requesting the cancellation of one or more reservations for unpaid deposit.

I hope that helps.