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Wrongly charged me for reservations

An issue with Booking.com has been highlighted through the lock-down period when they charged me for reservations that didn't take place.  Apparently, even though these were cancelled by me through my channel management system, Booking.com then contact the particular guests to ask for confirmation.  So, for whatever reason, if guests don't respond to these requests, it's automatically assumed that the bookings went ahead!   No contact is made from Booking.com to alert me of this, and it's only when they invoice me that (and I look at the details) that these errors are spotted.

Has anyone else uncovered this problem?

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BrookAve

these were cancelled by me through my channel management system,

 


 

Booking.com then contact the particular guests to ask for confirmation.  So, for whatever reason, if guests don't respond to these requests, it's automatically assumed that the bookings went ahead


yes that is correct, just as when a booking is made its considered confirmed also.

 

so if the default cancelation method is triggered by the 3rd party its likely to be triggering the email notification to guest who then either ignore or click something other than ACCEPT.

I know its a *** thing for it to default to when you use a CM. but definitely something all CM users need to be aware of.

 

And to be fair it is hammered home when you first join and read the Getting started section, it clearly does say this is a thing. when it comes to cancellations.



Kind Regards

1 month ago