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You received an invoice and have a question? Here is what you need to do

Hi Community,

Questions about Payments and Invoices can be confusing, especially if you are new to the business and not very experienced with the extranet. First of all, here is where you need to look to find your invoices.

A few tips that can help you:

Tip 1. Check if your invoices are accurate. To find out how to do that, you can read our article.

Tip 2. If unsure, know who to talk to about your invoices. Here’s another article that can help you along the way.

Tip 3. Know how to pay your invoices. It’s not as daunting as you might think, and we have this article that can walk you through the process.

BONUS TIP

If you need to double-check that you have paid all of your invoices, just follow these simple steps.

IMPORTANT: If you receive an unexpected invoice, it could be because a “no show” reservation wasn’t marked correctly or on time. You can avoid this kind of mistake by managing your no show reservations in the extranet or in the Pulse app.

UPDATE! Now you can save the article and quickly find it in your profile in the "saved" tab. Just click the "heart" symbol below.


10
M Adamopoulou

Hi Sergei,

Thanks for sharing links with extra info.

Sorry to say but some partners do not like to search for info...do not like to read...exactly like some guests...

Keep well...

 

2
DEBBIE FERREIRA

Agree 100%

Booking.com must stick to hosts policies and not decide on day of payout to deduct a fee that the host "can" learn about and try and rectify.

 

 

2
John Mundi

They exaggerate the dollar  exchange  rate so high 3 points more .

1
Sonia Hopkins

I dont have an issue with invoices, i assume they are deducted from the payment they give me. However they have not paid me as i am using booking.com on my phone and although i have contacted them numerous times to give my account, all my contact has been ignored. No point in being with them if im doing it for charity!!! Might look at airbnb, much more straight forward and paid instantly

2
Fossilcoast Hawera

I understand your frustration.  I have messaged 3 x times requesting information to enable me to make changes to my payment schedule. I spent 2 hours reading through various tabs looking for the information I needed. When I finally found what I needed, and followed the prompts. Nothing happened!!!  I then messaged  and requested customer support.......over a week later no response.

I am very disappointed!!!  We would have very poor reviews if we treated our guests this way.

I have always praised Booking.com for their support in helping to help me build my business and for the exposure that we have via the web.

 

1
FRED MANU

I have recently join booking.com and has been experiencing extreme difficulties in getting someone to just respond to messages sent through the extranet. No one seems to bother. I'm so frustrated that I don't know what to do. 

I'm supposed to pay an invoice for only $15.12. My UK bank is charging me £15 to transfer the money. I have written repeatedly to booking.com to add a card facility to my account to enable me to pay the balance. This basic request is taking months with no one even caring to respond. I am constantly getting emails asking for the payment but they are refusing to respond to my emails requesting for support.

I honestly don't have a clue! 

1
Zafar Khan

I am having the same issue. If you know any way out, please let me know. I would be highly grateful.

2
Pashasha

I am relieved to hear I am not the only one having problems getting any responses to my messages. The finance department are ABSOLUTELY useless, they don't reply to any messages on the extranet. They say they will get back to you and they never do, or point you to some random suggestions of things that you can try to resolve yourself. I have queries outstanding for 2 months now. I am so frustrated I just dont know what to do. They dont answer phone call either. I wondering if booking.com is going down the tubes....

2
Pashasha

I agree, they dont reply to messages and have suspended my property due to an unpaid invoice, reason why I didn't pay the invoice is that the guest booked with a stolen credit card. I have done everything I can do to resolve the problem to no avail. Disputed the invoice, raised a complaint and there is NADA, not a answer from anyone. When I call they assure me that they will sort it out, but nothing ever happens. So disappointing and frustrating.

Does ANYONE have a suggestion on how I can get them to reply to my messages on the extranet?

1
Max Niggl

Hello Pashasha

I am having the same problem with false bookings and now being invoiced for guests whose credit card were not able to be validated and then having the booking cancelled by Booking.com.

I email them and get proforma responses that indicate the staff member has not read anything on file and putting the onus back on me.

I also phone and then redirected internationally - again with a host of platitudes and referrals to the local teams (wherever they are) to again have little action.

 

2
John Mundi

They need to streamline  their financial  department  and treat hosts better  and respond .

How can one keep writing them and calling  them for a month with no changes. 

Soon Something  better  is coming. 

They are frustrating  hosts but one day they will be left frustrated  too when Something  better  comes on the  market  if they don't change .

11
BrookAve

 

Reminder you cannot see and use all features of the Extranet from only using Pulse, dont make that mistake.

You also need to use the full extranet experience in a browser on a PC, on a daily basis

 

Kind Regards

2
Pashasha

I am using the extranet in a browser and on my PC, they still don't answer my messages, it is unacceptable that Bdc does not get back to their partners when they say they will reply in 2 days. What a waste of valuable time and resources.

2
John Mundi

Why should there be all this, Booking.com,  extranet and pulse? It is too annoying 

1
julia parr

That is my problem. I have not been paid for two bookings and when I phone they listen and say it will be referred to finance and then nothing. There are quite a few bookings but if I carry on letting them come and then don’t get paid I will soon not have enough money to pay the electricity and other costs of flat. What can I do. Finance never replies 

10
M Adamopoulou

Julia,

Very sorry to hear about your payment problems...

 

Keep in sending messages to BDC finance dept...

 

Very frustrating situation...

Wish you well.

1
chene beukes

Hi Julia, I also have not been paid for a month now, you said you call and they listen, what number did you call if I may ask, as the number on the site (0800 nr) is just a machine saying do this do that

Regards

Chene'

1
Linda Macdonald

I'm so glad I'm not the only one not getting paid and not getting replies to messages.  I have been with Airbnb for three years and I never appreciated what a breeze it is, until I joined Bookings.com. I was told by two people that they got the majority of their guests through Bookings - one said 90% so, although I have a good occupancy level on Airbnb (and yes, you do get paid instantly and can vet your guests before they book) I thought I'd try Bookings.  I'm just thankful I don't get 90%, as I now have my 4th set of guests and still trying to get some money. One guest used almost £100 in electricity!  After giving up on emails I found the forum a few days ago and posted a question - I kept getting emails saying someone responded but, unlike most forums, I couldn't find my way back to my post. I finally found the instructions yesterday to get a phone number after two months of trying - go here, click on that, choose this, down to that etc etc. just to find a phone number. It's certainly not intuitive! Someone said we don't want to look for things but I work 50 hours a week (on a computer - so quite computer literate) as well as handling guests and I don't expect to have to spend hours trying to work around the site.  I've spent more time on Bookings in a couple of months than I've spent on Airbnb in 3 years.  I still have so many questions, like how do I get paid and if a guest gives 10 for all 6 categories, why is the overall rating 9, but I'll settle for just getting some money - if I can find my way back to my latest post which apparently has responses. I'm just worried that I actually need to be charging my guests myself and that I may struggle now to get paid at all - like Sonia, I feel like I'm doing this for charity!

10
M Adamopoulou

Sorry Sonia to hear about your payment struggles especially In these difficult times...

 

Maybe you should also send them a message request through your finance tab.

 

Wish you all the best.

 

 

 

 

2
John Mundi

Booking.com  financial  department  is a don't care to hosts department  or incompetent. 

1
Encantada-Vacation

I’m waiting for replies to questions from the 6th 18th 19th and more of January to invoice queries.

when can I expect a reply.

2
John Mundi

Keep  trying.  You are not the only  one frustrated  but one day  booking.com  will also be frustrated  to see hosts moving  to other companies 

10
M Adamopoulou

Hi!

 

Sorry to hear that...I think you should send them another message...

 

Please remember to edit your profile...add property link.

 

Wish you all the best ?

11
BrookAve

 

on the topic of cheaper methods of transfers, have a look at services such as REVOLUT, with multi wallets for different currencies.

 

Where you top up your revolut bank acocunt in your currency, then transfer from  GBP to EUR wallets, then from the EUR wallet, transfer the payment with the remittance set with your partner ID and invoice numbers.  

1
Alan Ryan

Even if you read everything and can't find an answer, don't expect the Finance team to be helpful! They don't respond. I sent the same message three different times over a period of 5 weeks before I finally got a response.  Their customer service is terrible. This week I had to send yet another question to the finance team, and they still have not responded. My negotiated rate for the Booking commission is 15% -- I actually asked for a copy of my contract. All along, they have been charging me 18%. I may have to switch exclusively to AirBnb because the way Booking.com sets things up I can barely make anything from renting through this site. Their commissions are way too high for someone who only has one property to rent. 

1
Lisette and J-P

Same here, i have been trying to get in touch with Finance for 6 months now, asking the same question over and over again and still no reply. Also still missing a pay-out from Dec 2020!! I am also considering going exclusively airbnb as they so much better for partners/hosts...

 

1
Linda Macdonald

I get your frustration Alan, but having worked in Finance for 40 years I know that they are almost always under resourced. However, as we pay 15% commission (or more in your case!) they should be providing a damn good service - both in Finance and in other areas, and I can't even get a response to an email. Imagine if we ignored our guests if they needed us. I don't even know if Airbnb has a finance department, but I don't need to - they just deduct their money and they pay me.  I never appreciated this until now.

2
John Mundi

It's a don't care to host  department. 

Really? Is this a way of treating  customers?

 

3
K Nirmal Kumar…

Hello

Yes I received first invoice number and one document number 

Invoice is for commission and document is for GST WITHHOLDING TAX 

I paid online the invoice duly through net banking and status is ^Paid^ in both .Now the question is how and when witholding GST tax can be seen or verified in my Tax account ? I have not registered yet for GST and keeping my rent below thresh hold limit .

Any clarification is wellcom

Anonymous

This is the email we sent you 2 weeks ago, please check your mails,

Dear booking.com credit control Team,

 

Zenji Hotel would like to object to 2 amounts on invoice*** for February 2021:

 

1.) The guests *** Booking Number *** (***) had cancelled the reservation because they were infected with covid. We have waived the payment because it is not their fault. We have informed booking.com of this by email on the 23rd of February.

 

2)  I*** Booking Number ***(***) cancelled 1 room (shared bathroom) on 24th February; for the booking on 26th of February. They paid in total $166 instead of $196.20

 

Please adjust the invoice accordingly and we will pay immediately the invoice of February. 

 

We look forward to hearing from you.

Kind regards,

Anneloes Roelandschap

Director Zenji Hotel

11
BrookAve

 

Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

 

Message or Call BdC PartnerSupport 

 

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.
  8.  

    *** public main lines via Where you can reach us

     

     


    how to contact partner support via private assigned number in inbox

2
Pashasha

This is a great suggestion but you must know they do not get back to you. Phone calls and messages on the extranet go unanswered for more than a month now. 

11
BrookAve

 

maybe where you are but not in IE & UK its very quick, to a day or 2

2
John Mundi

It's  a very  frustrating  company. 

They are good in their advertising and getting  you  guests  but once you  have a problem  with them , you  will cry. 

They never resolve  hosts problems..

One day someone  better is taking over

1
Encantada-Vacation

Another invoice issue, this time, please pay your invoice, its overdue; well it went from my bank 8 days ago.... It wouldnt hurt to check your systems first rather than send seemingly arbitary emails to small mom and pop businesses, this kind of attitude to us really hurts.

10
M Adamopoulou

Hi!

Sorry to hear about your struggles...

Since this is only a Partner Community you have to contact BDC directly through your Extranet inbox...

1
Hauser Swiss Q…

Hi Sergei, just to inform you that the unpaid incoice (we are 65180 Hauser Hotel St. Moritz) from March, due by March 16th ist going to be settled on the upcoming Monday. We just transferred the necessary amount on the bank account. Best regards Markus Hauser

 

 

 

1
Julio Cordero

Hello, after a couple of reservations we received a charge of $ 5.10 and I went to pay it to an office that Wallmart supermarkets have. The offices changed them and the new employees did not know well how to transfer money. Finally we did it and Booking sent us a statement that we have not paid and therefore they put the page of our accommodation that was busy. Right at Easter, which is free all week in Costa Rica and many people go on vacation. I have tried to contact someone at Booking and they only serve robots that never have the appropriate response to our needs. Today came another warning that we have not paid and I have the vouchers since March 13. I want to unsubscribe because it is very difficult to work with this company. How can I get someone to help?

11
BrookAve

 

Hi Julio, welcome but lets get a grip on reality, it is not difficult at all.

 

The issue you are experiencing is entirely NOT a BdC issue at all.  YOU finding it difficult to pay an invoice, it is a YOU problem.

 

I'm calling it how it really is, so there can be no more misconception, misunderstanding.

 

Might seem harsh but at least you get to a solution quicker, and manage expectations realistically.  

So when it comes to paying an invoice there are 50+ payment service providers worldwide, who can help you do this both efficiently and cost effectively.

 

You just have to do your homerwork and learn , something new.

 

Typically all you need is the Finance overview page bank info, and the invoice number, total due, your partner number.

 

Then find a Payment gateway provider or a money transfer provider which allows signups from your country

 

e.g. Transfer Wise (now Wise), sumup.com, Square; etc.

 

Try Google search for payment transfer, money transfer services etc.

 

And see what providers and solution appear.

 

the general gist of how they work is you either via a smart phone app or pc browser signup, than add your ban kcard or IBAN or Account & Swift/BIC, then top up that new transfer account and send money 

 

You dont have to like it or agree with me, but I get results and find solutions.

 

Kind Regards

 


 

SAVE this page - 

 > Visual : Contact BdC Partner Support as a Registered Partner - Private Number Versus Public main lines

 

 

 

3 methods below

 


 

Message or Call BdC PartnerSupport ***

 

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

 

*** public main lines via Where you can reach us

 

 


how to contact partner support via private assigned number in inbox

1
Soyer1

First, you charge 15% commission, then you charge "Payment Charge"..

Why are you charging a "Payment charge" after holding my money for more than one month in your account in which you get interest, plus charging more money, because you pay my dues?

11
BrookAve

 

Hi Soyer1,

That is misinformation, the 2nd charge is actually coming from the Payment gateway 3rd party service. 

 

Also there are aspects of the banking systems, yes systems not one single system, that you would not be aware of . Most people assume transfer are just 1-2 middle men institutions; in some cases its actually quite a few so there are intermediary fees, which is why this fee exists.

 

FYI - Why Do Money Transfersor Bank Transfers have a caveat of can take up to 10 working Days | Booking.com for Partners