1

Unable to host guest due to maintenance

Hi all,
I run a small home stay in srilanka with just 5 rooms. One unfortunate day since one of the guests damaged the plumbing system in my property I had to close down the entire property for 1 whole day as it was a major repair. I requested booking.com to help cancel the guest bookings or relocate them to other property and agreed to pay any price difference. Booking also sent a email saying they will transfer the guest to a similar property which I agreed to. Bit instead they transferred the guest to a four star property which was twice the actual price of my room rates and now wants me to pay additional 114$ from my pocket back to the guests. At first the informed me the guest was wrongly charged by their credit card(we dont own a credit card machine). Next the accept their mistake now wants me to pay for the guests luxury stay. It is been very unfair that their lazy team of staff didn't even try to find a reasonable priced place. Infact on the very same day there were few properties similar to mine available with almost similar price. Their lazy staff just picked them a luxury place and wants me to pay for it. Any solution how to dispute it. By the way we are located in srilanka, due to the recent terrorist attacks all our business have been affected badly and almost most of them cancelled.i cant afford to pay such amount. Please help.


7
Isle of Wight …

Another host posted about a similar problem a couple of days ago.

If you cannot host a guest because of a problem with the property, tell Booking.com that you need to cancel the reservation. Let Booking.com and the guest find alternative accommodation. Do not do this yourself, even if they tell you to. Do not agree to pay extra fees. Ever. Never ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ever ......