Unable to View Virtual Card Details / No help via Booking.com support channels
We wonder have other partners experienced a wall of silence from Booking.com recently when reporting issues with the new Virtual Credit Card payment facility.
We recently had a guest pay online and after departure (26/01/2020), twice tried to bill a Virtual Credit Card but the transaction was declined on both occasions (we have previously taken Virtual Card payments succesfully so we are clued up on the process). Then when we viewed Virtual Card Details the CVC/CCS field was empty so we are unable to attempt billing again. Now when attempting to view the virtual Card Details we see an error "Reservation ID: xxxxxxxxx Your guest's credit card details aren't available. There was a problem retrieving the credit card information." We first emailed Booking.com on 28 January reporting the issue and sent five subsequent chasers over several weeks, all of which were ignored despite Booking.com's advise that queries will be answered within one day. Eventually we called Booking.com and still we have got nowhere with this issue after sending screengrabs etc and confirming security/authorisation to view Card Details as advised on the calls. We feel hugely let down by Booking.com on this issue as we have been outright ignored on an issue that directly affects our revenue