1

Contract Termination

I joined Booking.com last October when I listed one property that I managed. In January I received an email from booking.com terminating my agreement for evidence of fraudulent activities. 

"In light of discovered fraudulent activities and other irregularities we hereby terminate the accommodation agreement with immediate effect because of a material breach of contract."

I have emailed and called Customer services asking for more details of the irregularities and fraud they are accusing me of committing but I had no success as Customer Services keep referring to the content on the first email. What does not explain the reasons for terminating my contract? I asked to be directed to the fraud team but Customer services refuse to pass on my enquire or give me contact details of the relevant team. 

I am been accused of fraud but booking.com refuse to tell me what evidences they say they have.

Would anyone be able to help me or point me in the right direction?

thanks,

eliane

25 Replies
1752 Views

8
pibomarco

Do you have an account manager? The phone number is shown in extranet under Booking.com messages.

After few warnings I was suspended once for few months because I was "promoting" BDC guests to book directly instead over BDC ect :)

-2
1 year ago
10
M Adamopoulou

Thanks pibomarco for this info. Didn’t know that could be a reason for suspended...

1 year ago
1
Booking

Thanks Pibomarco,

There is no Area Manager assigned to my account, there is only Customer Services Number. I have already called Customer Services but they haven't been helpful, they just keep saying that they can't say more than that.

Would anyone had a similar experience or would know a way to sort it out?

thanks

1 year ago
8
pibomarco

But is your property now terminated or not?

Our property was re-activated and we really worked by the book after that. But after few months we received a message from BDC (Partner behaviour warning):
"Dear Partner,
Our systems automatically detect unusual activity and in some cases prompt us to investigate further. We are reaching out to you as we have recently detected a high amount of reservations where commission payment was avoided.

We strive to provide a consistently excellent level of service to our shared guests and therefore rely on you to accurately inform us of the status of all reservations that we bring to you. We strongly advise you to take the necessary steps. If applicable, please raise awareness among your staff and inform them about the possible implications.

This letter serves as a final warning. We will continue to closely monitor all reservation-related activity at your property. If further unwanted behavior is detected, your listing on Booking.com may be closed.

We value our business relationship with you and hope that we can continue to have a successful partnership.

Please, do not reply to this email. This is an unmonitored email address.

Should you require additional assistance, please send a message via your Extranet inbox and a member of our support team will get back to you promptly.

Thank you for your cooperation.

Kind regards,

Partner Behavior Team

Booking.com B.V."

"Our systems automatically detect unusual activity..."
Basicly it was just an automated message i guess based on the amount of cancelations and other factors.. Don't know how their algorithm works.

-2
1 year ago
2
Yoann

Hello,

i have the same issue.

Did you fix it?

Please help me i am desperate.

8 months ago
8
pibomarco

We didn't do nothing.. It was just a warning, but after that no actions were made since then. 

-2
8 months ago
1
Carla Melchiori

Hallo! I have the same problem,

Booking cancel my account and my contact was termination. They say I have accused of frode.

Nothing else 

I have put all the right thing in the booking, nothing not true.

Now I have contact the on line police for know if there is a person with my name that is accused of frode.

Do you have fine a way do sort it out?

Thanks 

Carla

11 months ago
2
Yoann

Hello,

i have the same issue.

Did you fix it?

Please help me i am desperate.

8 months ago
10
M Adamopoulou

Dear Carla,

I think only booking.com can help you with this...since this is only a Partner Community.

Wish you luck.

+1
8 months ago
2
Yoann

Hello,

i have the same issue.

Did you fix it?

Please help me i am desperate.

8 months ago
2
Yoann

I've added 1 apartment to booking.com as a new host (id *** in Cannes, France). Yesterday, I've received one notice without any further information. Booking has terminated the accommodation agreement with immediate effect because of a material breach of contract - article 7.4 (ii) the Accommodation post incorrect or misleading Accommodation information on the Extranet. 

I don't understand this letter. I carefully described the apartment and one customer booked online. On other platform, everything is great and i have no problem.

I've called booking.com to gain additional info, but they always told me that somebody from this specific team will contact me. They never did.

 

In the meantime, i received two other emails telling me that they canceled my booking reservation saying that i asked Booking to do it. it's just a lie. What would i do that? 

I never asked them anything. Their email is saying that and i deeply think it's not fair.

Words have a meaning. So, now i am losing money because of what Booking did.

 

Moreover, i read again the section 7.4 of the contract and i didn't see anything wrong with my etablishment. Everything looked ok and i created this account with their help through the phone.

They helped me since the beginning. They controlled everything. I saw online on the community website of https://partner.booking.com that i was not the only one to have that. Some cases got resolved because it was misunderstood somewhere.

 

I was really happy to work with booking and want to continue this way. I am asking then to somebody to contact me to fix the situation and open it back again. Now i dont have access to anything, included the extranet.

I just want to understand, fix it, and move forward.

 

Please, i need help.

Thanks a lot.

+1
8 months ago
10
M Adamopoulou

Sorry to hear about your struggles.

I think you have to settle this directly with booking.com, since this is only a Partner Community.

Wish you luck.

8 months ago
1
Sverrir Eiriksson

We have the same issue, we are running 35 luxury apartments in central London. Without any warning, they sent email than 19th of March 2020  addressed to a property that we had not been running for one year, we officially terminated that contract in September 2019. In the email they terminated that contract again and now for violating the contract and suspicion of fraud?

 

Booking.com terminated the contract of a property that we did not run or had any contract or business with! Booking.com at the same time  closed our entire portfolio for further bookings, to make it even worse they have now started to cancel booking that was made with us !

 

I have sent several email to all apartments and sent questions to the extranet. I have sent email to the CEO Glenn Fogel, I have sent email to the board of directors. I have cc my solicitor and barrister in the email. 

 

Not one phonecall or meaningful conversation from booking.com only some emails and answers that they are with us in these difficult times !!

 

They are the one who are making this difficult 

 

I know its difficult time for all of us now when this Corona is going over and I know Booking.com is having very difficult times financially.   

It will be interesting how they treat their employees if they treat their clients and business partners like they are treating us.

 

I run hotel  for the past 6 years and I am running luxury apartments in Central London for the past 18 months , I have never had any problem with booking.com or any other OTA, we are working with all of them. 

 

Best of luck to all of you 

S.E. Eiriksson 

 

+1
6 months ago
2
RoominRome

Hello to all,

Thank you all for sharing your information here and for your time in helping others. 

I'm so surprised to receive a letter of contract termination (with the exact same wordings as mentioned on top of this page). I am just wondering.

I tried calling the number shown in extranet and I spoke with them. I was mentioned that there could not be any extra information (not generally, not specifically, nothing)! I was told that they know nothing and they send a message to the related department informing of my call. I also sent several messages on extranet, but no responses yet. It's 2-3 days of being removed from Booking listing. 

We have been working for around one year of really hard work for our business and never had a problem with Booking. However, suddenly without any warning or without a bit of information we are removed and deprived of our total outcome of our effort put into building an excellent file saved on Booking. Estrange! I asked our team and looked myself into the working history after lock-down. Just I found 3 no-shows that have been done without waiver. Then, this period, after lock-down, is made multiply difficult for us. Finally the worst thing is that I don't know what is the problem at all. 

I would be very grateful of any guidance that you may have.

Best wishes

3 months ago
2
RoominRome

Hi,

It's now more than two weeks that my property is kept in closure without a bit of information. I have called and messaged many times, but the members from support team say they don't have any information and cannot connect me to the related department. Just one week ago, I received only one short message (without possibility of replying) that says no details can be provided and a quality check is being done by the competence department. I have written for them even to come and see the property in person, if it facilitates the procedure, as each day in this difficult time is important. Actually, we are deprived of the recovery period after the lock-down and it's unfair. It would be much appreciated if any idea on what to do could be proposed. 

Regards

3 months ago
2
RoominRome

Dear peers,

It's now 4 weeks that my account is closed. I did a lot of effort, but still no bit of explanation and more importantly not yet opened. Since the notice period of termination was mentioned as 14 days in the letter, it means it's already terminated. What can I do now? Seems no access possible to the related department. It would have been helpful if cases in the same situation would have continued their messages to inform more. I appreciate if anyone can help. I have only access to support team number and extranet messaging by which I have not been able to get clarification and to resolve the issue yet. 

3 months ago
8
pibomarco

You don't have a contact from your personal Booking.com account manager? 

a

-2
3 months ago
2
RoominRome

Hello pibomarco,

Thank you for your reply. No account manager there, only support team that I have called them every day in the last month.

I have told them my willingness for any clarification, any check, any compensation, and any guarantee. Most of our guests were from Booking. Just I received a message three weeks ago telling no possibility to be re-opened yet since quality check is being done and then two weeks ago another message with the subject of "re-opening request" in which I was asked to attach a file writing my willingness to be back online along with declaring of understanding the suspension reason, having stopped it and guaranteeing no repetition in future. Since I don't know the reason and I see everything is just fine, I replied the message that I would like to know it and I said I definitely do (and even more) all things when problem known (or at least to know the guidance, if not reason). Actually, even the title of material breach is not mentioned. Anyway, now a month past added to 3 months of hard time in Italy, so for now re-opening is the important thing (not even knowing the reason). However, no one with hands over the case is found reachable to me to speak to. It is said that it's under control of local department. 

3 months ago
8
pibomarco

I don't think you'll get a solution here in this partner forum.  I personally am aware why I was suspended at the time years ago.   Take into consideration that this is a huge company and basicly everything works with algorithms, automated messages and also suspensitions.. How those alghoritms work I don't know. (Probably based on the amount of cancelations, many requests to cancel the room, not honoring confirmed bookings, encouraging guests to book directly with you, perhpas some reports from the guests that stayed at your place etc... I really don't know).  I think the best way would be to reply to the "re-opening request" and do what you are asked to do. At the bottom of the message then add, that you agree ofcourse, but that you don't know what you did wrong.. so that basicly it is not a full "confession". :)

-2
3 months ago
2
RoominRome

I really appreciate you.

Yes, I think it has been sent to me automatically, but the problem is that going back online could not be in a pre-defined way and it needs someone at Booking to do it (who is not reachable to me). I see that many, like your case, have been told at least of their problem subject, but for me it's in the most general form possible (fraud and irregularity) which makes further investigation to our property record difficult. 

The problem in letter is that all requested statements are based on my understanding of the reason (such as identifying individual and taking actions or stopping that activity). Now I feel even that letter is not a tailored one, as I sent many messages and no bit of indication of them in the letter. Anyway I think you are right. Before my reply to it, I was mentioned by support team that it will go back online soon, but after my reply and asking for reason, instead of understanding it, I went to another waiting period. Just I wanted to honestly reply it. Anyway, I think the first and main step is to understand the reason and I am spending all my time on it. Partner hub could help me find it.

Thanks to some points mentioned in partner community, just recently I noticed something odd in reviews (around 3-5 such reviews in the few days exactly before the closure). Reviews are received while reservations are no-shows (and made no-show in due time)! Now I strongly feel it could be the reason, specially if termination is automated. I checked all of them and yesterday sent a new message to Booking reporting all in details. I hope it could work. After lock-down much flexibility was added (like very flexible rates, no credit card for local travelers, ...) that made much unprecedented difficulty including much more no-shows (around 10 no-shows in June, mostly without waiver but unfortunately with invalid data) or cancellations. Now I am waiting for a response to it. 

2 months ago
8
pibomarco

What kind of reviews did you receive for a no-show, was that a positive or a negative one? Probably this could be the case. For me it happened only once where I marked a no-show, because the guest didn't follow my house rules, so we didn't accept him at the check-in. The guest gave us then the lowest score (to my surprise that he was even able to). We reported that to Booking.com and they removed the review. During my suspention I hade to put a blame to my family member and I had to change the ownership and promised that this family member won't have access to Booking.com :) Also our account manager from BDC did help to push this matter forward. And I think we were a month or two offline. When we were back online I think we received on or two more "Partner behaviour warning" and ofcourse I panicked because we were doing nothing wrong. My account manager told me that this is just automated and even he couldn't give me an exact reason.. And that was the last warning since 2018.

Anyway that's when I realized that we need Booking.com more then they need us. :)

Their message to us in 2018.

 

"Dear Partner,

Our systems automatically detect unusual activity and in some cases prompt us to investigate further. We are reaching out to you as we have recently detected a high amount of reservations where commission payment was avoided.

We strive to provide a consistently excellent level of service to our shared guests and therefore rely on you to accurately inform us of the status of all reservations that we bring to you. We strongly advise you to take the necessary steps. If applicable, please raise awareness among your staff and inform them about the possible implications.

This letter serves as a final warning. We will continue to closely monitor all reservation-related activity at your property. If further unwanted behavior is detected, your listing on Booking.com may be closed.

We value our business relationship with you and hope that we can continue to have a successful partnership.

Please, do not reply to this email. This is an unmonitored email address.

Should you require additional assistance, please send a message via your Extranet inbox and a member of our support team will get back to you promptly.

Thank you for your cooperation.

Kind regards,

Partner Behavior Team

Booking.com B.V.

-2
2 months ago
2
RoominRome

Sorry for my delayed response.

Both bad and good among them. Fortunately some points about some of them are found. One local traveller who was reported and even blocked because of his misbehavior (had direct call and double confirmed, but didn't show up and didn't pay and even didn't cancel, so blocked the room and made staff wait long for him, so irresponsible), but a 10 from him is received. The other local business Genius traveller who paid, but didn't show up (so made no show and commission paid to Booking), however just few days ago (which means around one month after his no-show and by a reservation on Expedia) came. A review of 10 on his side is received on Booking after his stay!! Bad review score by a guest who was made no-show (was relocated and exactly on those days when lock-down started in Rome).

I think when a reservation is marked as a no-show (with or without waiver), it means no stay has occurred and it means it is declared to Booking, therefore it should not make any host go into trouble, as, due to any reason, one may not be able or find time (at least in a period) to continuously extra-check everything. However, as you mentioned about automation of the system, perhaps it makes some problems. 

Thank you pibomarco for your kind help. I hope the others who had same sort of problems would have continued their discussion to let the others know about their result.

Anyway still waiting ...

2 months ago
2
RoominRome

 

After 5 weeks, it seems very futile to try more, as there seems no ears in Booking to really hear my voice. I have told them my willingness for any clarification, check and inspection (even I said I can provide them with private documents like bank things, ...), verification, compensation, and guarantee. What more can one do?! 

 

If the response to it includes no result other than the same utmost vague words of not being possible to be open based on sufficient reasons in the letter (no reason at all in the letter), perhaps it means it's better not to waste time. 

 

You mentioned you changed the ownership. May you please tell me about it? Contract is now terminated. Could I sign a new one? It means complete miss of so much effort into the work collected in reviews. Or how might I go through the change of ownership? 

 

Second question; As I spent much time over this problem, I would like to write all in a topic to quote all I received there (without names of people). It may help other partners, so it could give me a feeling that not all my time was wasted over the past weeks. Also it may be noticed by a Booking manager in the future (as I see sometimes they responded to some posts) for them to re-consider their procedure and to make it more efficacious. Would I be permitted? Could I quote all received (without any name in it)? I dislike complaints and it will be just with constructive motivation. I ask it as I feel very unstable even over simple things after being treated so unfair and so vague. 

2 months ago
2
RoominRome

Today I received an email by Booking: 

"Gentile Partner,

Grazie per la sua collaborazione con Booking.com.

Come da lei richiesto, la prenotazione del nostro cliente in comune ***** (n° ******) è stata cancellata. Il cliente è stato trasferito in un'altra struttura.

Siamo lieti di comunicarle che non dovrà pagare la commissione per questa prenotazione.

In caso di dubbi o domande in merito alla prenotazione, non esiti a contattarci. Siamo a sua disposizione tutti i giorni, 24 ore su 24.

E-mail: *** Telefono: ****** Cordiali saluti, Assistenza Clienti Booking.com"

 

Translated by Google:

"Thanks for your collaboration with Booking.com.

As requested by you, the reservation of our shared customer ***** (n ° ******) has been canceled. The customer has been transferred to another facility.

We are happy to inform you that you will not have to pay the commission for this booking.

In case of doubts or questions regarding the booking, do not hesitate to contact us. We are at your disposal every day, 24 hours a day.

E-mail: *** Telephone: ****** Best regards, Booking.com Customer Support"

 

I replied please kindly provide me with your proof of such an alleged request by us, as it should have been sent by us in a message or email. Then few seconds later I received another email (this time a no-reply one).

"Thank you for getting in touch.

This email address is no longer monitored. If you need to talk to us, please visit our Customer Service Help Centre.

Go to our Help Centre

Need to manage a booking? From your account, you can cancel, make changes or contact the property.

Manage a booking

Thank you,

Booking.com Customer Service Team"

2 months ago
1
The Yuppi Hipp…

my properties have also been closed due to some fraud investigation conducted after 6 months. The Mumbai Office of booking.com was apprised of the matter immediately. My enquiries revealed that the fraud was based on fraud investigation conducted by the head office in Amsterdam and so no one else was authorised to explain. We have been partners for close to 5 years with booking.com and have been collecting and making their commission payments on time, every time and so i was shocked to learn that these accusations have been slapped on me without any basis. whats more shocking is no one is willing to explain why they just want me to pay. Further i found out that because of our popularity and 9.6 rating a lot of fly by night operators having a similar name were allowed on the booking.com website this probably was the cause that we were receiving a lot of last minute cancellations. The mumbai / goa office was consulted and we were informed that they were looking into it. We have also been recipients of fraud reviews and booking.com have never helped us detect or prevent such fraud reviews and guests. So when suddenly such Frauds are detected it makes us question the process of these investigations. Covid has been a body blow to all travel related businesses and while i understand booking.com has also suffered huge losses i do not understand why they use this pandemic to soak up some finances by alleging fraud and forcing their partners like me to pay.

2 hours ago