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Answered Answered

Location verification

I received an email on 5 October saying that a "location verification" has to be done,  which will take 10 days. During this time payouts are suspended and my property will be unbookable.  Its now gone 17 days and nothing has been done about the location verification.   It's almost month end - bills for the property are going to be due soon.  No payouts have been received from booking.com.  I have phoned on numerous occasions and consultants at booking.com say there is nothing they can do as it is the location verification dept that has to get this done.   They can't give me a contact number for the verification dept either and they say I will just have to wait.  This is ridiculous.   How do I get this location verification done urgently?  


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Marianne Vanrutten 7 months ago

No news... 6 weeks off-line now without payments.... Every week we contact Booking.com. Each time same answer: "We can't do anything. You will just have to wait."

We don't have any income and bills have to be payed...

We are on the Canary Islands (La Palma)

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Yvonne Burns 6 months ago

Guys Ive been waiting  since Nov for payment , e mailed the ceo constantly over last week and got a call today to verify my property , payment next week hopefully 🙂

 

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Gary Ferguson 6 months ago

Hi Yvonne, I’m having the exact same issue and have been waiting since the end of October. I’m just wondering what email you used to contact the CEO?

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SONIA NABEE 6 months ago

Hi Yvonne. I am waiting since 15 October.  Please advise which email address we should use.  🙏

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Apartment Selena 5 months ago

Добрый день. Столкнулась с такой же проблемой. На какой адрес электронной почты вы отправляли жалобы? Буду очень признательна за ответ

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BrookAve 5 months ago

Sharing this here so it's on First page, ceo contact info.

 


I just googled and found it on result for ceoemail.

 

Hint

First name dot surname at booking 

 

glenn

fogel

 

This is actually public info so have at it.

 

 

Ceo contact

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Janita - Accou… 8 months ago

Hi Sonia, 

Thanks for reaching out. There is no direct number to contact the department who takes care of location verifications I am sorry. Please send through a request via the extranet for this and they will reach out as soon as they are able to. 

You can compose a message via the extranet under Inbox > Booking.com messages. If there is no "compose new message" directly there then click on See Contact Options > select a relevant topic eg. Account > select a relevant subtopic eg. Other > then click see all contact options > Message > write your message.   

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SONIA NABEE 8 months ago

In have sent numerous messages via the extranet.  All they say is "be patient ".  I am done being patient.   What is the way forward?  It's almost a month now and no joy whatsoever.   This is ridiculous 

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Janita - Accou… 8 months ago

Hi Sonia, 

Thank you for your message, we have received them all on this platform and apologise that we are not able to assist you directly with your issues. We have passed on the feedback internally ourselves and thank you for your patience with this matter. I know that doesn't remove your frustrations or disappointment but appreciate your understanding.   

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SONIA NABEE 8 months ago

"my issues"!!!!!!!.....the issue seems to be on your side.  I am still waiting for your people to get the location verification done.  Its now a month gone by and no contact whatsoever from that department.  You were supposed to get someone to call me to do a video call at the property.  When is this going to take place????? I need answers please.  At least release my payouts for guests that have come and gone and already paid you for their stay!!! I am out of pocket because of this

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SONIA NABEE 8 months ago

Janita, I need payment urgently of the money that booking.com has received from my guests that have come and gone.  It is unfair that we sit here out of pocket because of your delays and booking.com is earning interest on OUR money!!!  Totally ridiculous.  I need a time frame PLEASE.  When is this going to be sorted out?

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SONIA NABEE 7 months ago

I demand an explanation as to why this is taking so long.  Simply asking me to be patient is not enough.  WHAT IS THE DELAY?

It's over a month now

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Janita - Accou… 7 months ago

Hi Sonia, 

Thank you for your messages. These have been read and acknowledged and passed on to the relevant team regarding your frustrations. Unfortunately I am not able to assist your specific property as this is a public forum and we do not know specifically the circumstances of any specific listing. The team does have a backlog and they are working through this as quickly as they can. They thank you for your understanding with this, and I thank you for your understanding regarding this platform and the capabilities we have to be able to assist. 

Have a great day!

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Yvonne Burns 7 months ago

Janita get someone on here that can assist and provide answers, you are delaying our payments causing Financial Hardship and distress !!!!

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Colin Sage 7 months ago

The whole organisation is set up so you cannot access the people you need to speak. I find it astonishing that when I phone I cannot be put through to the finance department or the people who deal with the location verification. I cannot even be provided with their phone number or address. I’m starting to think they don’t exist 

booking.com is the most unethical and immoral organisation I’ve had the misfortune of dealing with.   

They had the audacity to send me an invoice the other day for the commission from my most recent booking despite them withholding the payment for it for a month now ! 

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Janita - Accou… 6 months ago

Hi Yvonne, 

I have passed on all of these messages and unfortunately I do not have a time line for when the team is able to reach out and assist. I am so sorry for the inconvenience and we are doing all we can from this platform as it is just for general questions. You have been heard and we are doing our best to escalate this for you all. 

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Catherine Glausiusz 6 months ago

This is causing a lot of distress. If it was taken seriously Booking.com would ‘unblock’ untiL they are ready to perform verification within the ‘10’ day period. Not block for months on end. One person has claimed it’s taken 200 days so far! How can this be?

We are waiting nearly 8 weeks now.   

Janitor - do you seriously this booking.com are doing their best to sort this out?  Being told this is constantly the case is obviously wearing a bit thin now. The verification should be a 5 minute phonecall or letter re-post. Or an unblock until the company is ready to do this. 

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Janita - Accou… 6 months ago

Hi Catherine, 

I am doing all I can from my position as a moderator on this platform to pass on all of this feedback to all channels that I can. I understand that you feel as if I am passing on the same message constantly, however this is the current message that I have and need to respond each time you ask. If I hear anything more, you will all surely be the first I let know. 

I appreciate you feedback and this has been passed on as well. Once again, thank you for your patience. 

Janita

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DCS Pillay 6 months ago

@Janita, if the location verification must be done, can't they do this with Google Earth? Surely it can't take this long to verify a property location. We have even sent proof of property ownership documents and yet they are still not verifying the location and removing the suspension from my account. 

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Janita - Accou… 6 months ago

Hi DCS Pillay, 

The property verification needs to be done to ensure that the property actually belongs to the person who has set up the account and they can gain access to it and are not fraudulent. We need to ensure this is set up correctly and people are not falsely listing a property and then not providing the service when the guest arrives. 

I do understand that this is longer than normal for a verification which I have escalated on a weekly basis through my channels as I can constantly reading these messages. I appreciate your solutions and will pass on this feedback as well. 

Thank you. 

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Yvonne Burns 6 months ago

If this is the case why do you wait till after you have a guest , surely this should be done before you take any guest bookings , then you put the property to unbookable so we lose money for future guests , absolute nonsense you are holding onto our money , your terms and conditions say 10 days , its well over that for my property so you should also be paying compensation for loss of earnings

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Jarratt - Acco… 6 months ago

Hi Yvonne, while our primary focus is to ensure that every property on our website is genuine, this is a balanced approach to allow new properties to accept bookings while verification is completed. As multiple Account Advisors have shared in various posts in recent times, we currently have a backlog of verifications that we are working hard to clear, and as a colleague of Janita's I assure you that we (individually, and collectively) are continuing to highlight these issues internally, and pushing for as quick a resolution as possible. 

 

Kind regards, 

Jarratt

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SONIA NABEE 6 months ago

Absolute nonsense.   Guests have paid booking.com, they have very easily located the property,  they have enjoyed their stays and have posted positive reviews on the property.  Doesn't this mean that the property really exists and that it IS located where we say it is located???  

If there was any indication of a fraudulent property,  the guest would have let you know.   

No Janita.  I don't believe you are doing all you can to assist us.  Im waiting over 65 days now.   I have hosted numerous guests without any payouts.  Ridiculous 

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Colin Sage 6 months ago

Hi Janita. I am sorry but I simply don’t believe that booking.com are doing all they can to rectify this issue. I have taken a video of my property to send to booking.com to complete the location verification. This was a suggestion as a way forward by booking.com, now you refuse to accept it. This suggests to me that you do not actually want to resolve this situation.   

I have been told the problem now lies with my local office for not having completed the location verification. How can that be true when there is people from all over the world in this thread with the same issue? They absolutely do not have the same local office as me.   

booking.com need to act to resolve this now. 

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Janita - Accou… 6 months ago

Hi Colin, 

I understand that you do not believe that the team are working on this, however I can only pass on the information that I have received regarding their backlog. We certainly do want to resolve this situation, although it may not feel like this for you. I have escalated this through all of my channels and management are aware and we are doing what we can at this time. 

Thank you. 

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paula davies 6 months ago

Hi Janita, can you please confirm which body regulates BDC? I have not received a response to my complaints raised with BDC so feel I have no other option than to take this further.

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Colin Sage 6 months ago

Hi Janita,

As I mentioned before, I have done something to help with the backlog. I have recorded a video of my property which I can send to booking.com to complete location verification. It will take someone 5 minutes to view and then that will be the process complete.  This was suggested to me by one of your colleagues.   

so why are booking.com now refusing to receive it? 

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Jarratt - Acco… 6 months ago

Hi Colin, 

I can't comment on the specifics of your situation and the available options for property verification differ per country. As frustrating as I am sure this answer is going to be, the most appropriate team to speak with is the Partner Support team. Contacting them to discuss the details of your recorded video in relation to property verification is the best means of getting an official response.

 

Kind regards, 

Jarratt

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Colin Sage 6 months ago

Hi Jarratt, 

Yes you are correct, your answer was very frustrating to hear. It is the same rehearsed nonsense I receive from all booking.com representatives. If booking.com put as much time and effort into training people to complete location verifications and treating their “partners” with respect, as they did, stalling tactics to deceive their “partners” they may get on a bit better.   

As I’m sure you know already, I contact booking.com partner support team (very ironic name for the department as they offer zero support) regularly due to the fact that they are withholding thousands of pounds of from me and I get know where. 

There is actually no point in you coming on here and posting about pretending that you are hear to help either. All you do is antagonise people with your inactions.   

Booking.com as an organisation is inept at best, most probably corrupt.   

There has been lots of logical ways round this issue suggested on this thread and I’m sure by all of us on the phone individually. We have all hosted guests who have stayed at our properties without complaint. This proves the properties are genuine. Now do the decent thing and pay us any outstanding money while booking.com tries to get its act together internally regarding this mysterious process that they don’t seem to know how or why to do.  

This should be the very least booking.com does as a gesture of good will for the inconvenience and stress caused to all of us.   

 

 

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Catherine Glausiusz 6 months ago

Thanks Jarat - we have been waiting 9 weeks. It’s incredibly stressful to wait this long….I’m just waiting for someone to call or message… every day nothing happens? Although you don’t know every specific case, I can tell you we have had many people stay via booking.com - not one complained they could not find the location and all gave lovely reviews. I am unable to put my property on competitors like hotels.com or trivago because it’s incorrectly (and likely illegally) blocked on booking.com at the moment. This is ruining our business. Does nobody care what this is doing? Can somebody just call me for a video call to sort this out immediately?

Your comments above state we should contact our Partner Support Team. I am based in Shropshire , UK - is there just the same UK numbers on your partner website. I called them 9 weeks ago?? So I don’t think that is the correct team?

Please can you help us. We are really desperate to get this sorted now. It’s taken too long already… Catherine.

 

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Colin Sage 6 months ago

Hi Janita, 

Again you have completely avoided answering the question I put to you and responded with the same manufactured, generic response that I receive from all booking.com representatives. You can’t answer direct questions because that would involve accepting liability, telling the truth and accepting the fact that booking.com are acting in a criminal and fraudulent way.   

Please now answer this question - why will booking.com now not accept to receive my video to complete location verification? This was a booking.com suggestion to me as a way to resolve this after all. 

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Janita - Accou… 6 months ago

Hi Colin, 

The video verification option was paused in 2021, whilst the team worked on a way to work through the backlog of verifications. 

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Colin Sage 6 months ago

Hi Janita,

Your answer makes no sense. The person I spoke with said it was introduced as a way to reduce the backlog.   

why would they remove a method of verification in order to reduce the verification backlog ? 

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Janita - Accou… 5 months ago

Hi BrookeAve, 

The option to upload a video verification method was paused in 2021. 

The option to request a video call is still valid. There is a backlog for this though, which we are aware of and the team are working through. 

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Armelle Guillot 6 months ago

Hi Janita, in the contract I signed with Booking, there is not mention of that a location verification will take place and that my page and payments will be blocked.

In the email I received to warn me of the location verification, paragraph 7.3(iii) of the contract is mentioned as a justification, the problem is that this paragraph is not relevant to my case. 

So all this is not legal, are you aware of this ?

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Janita - Accou… 6 months ago

Hi Armelle, 

I cannot see the email you received or your contract as this forum is for general questions and not property specific due to security reasons, so I cannot comment on your case specifically, however the GDTs are the same for properties and this line is relevant to many cases. 

Thank you. 

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Armelle Guillot 6 months ago

Hi Janita, thanks for your answer!

The contract I signed with Booking is the same for every property, it's the GDT you mention. Where in the GDTs (which paragraph) the location verification is specified? In the French version I received from Booking I can't see it anywhere, my legal advice also checked and couldn't find it. Maybe is there an issue with the French translation?

Thanks for your help!

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Armelle Guillot 6 months ago

Hi Janita, I didn't see any answer to my message : where in the GDT (which paragraph) it is written that a location verification will take place and that the payments will be blocked?

Thanks 

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Janita - Accou… 6 months ago

Hi Armelle, 

As per your previous message, you said you were advised where in the GDTs this was listed. Although you might not believe it applies to you, unfortunately this does apply as our system detected that it requires this further information to reopen the property. 

I know this will be a frustrating answer, and not one you will be accepting of, however this is all that I can advise. I would like to remind you again, this forum is for general questions regarding Booking.com, unfortunately we are not able to help with specific property requests due to security.

Thank you. 

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Colin Sage 6 months ago

Hi Janita, 

are you sure your system knows what it is doing ? As it doesn’t seem to be able to complete the simple task of posting us all a letter to complete the verification location 

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Armelle Guillot 6 months ago

Hi Janita, I am asking YOU where in the GDT it is said a location verification will take place. Can you tell me which sentence in the GDT refers to this. 

As you refer to the GDT I guess that you have a copy of it and can read it or search for it in the resources Booking provide you to answer our questions.

Thanks

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Janita - Accou… 6 months ago

Hi Armelle, 

As previously advised, paragraph 7.3(iii). 

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Richard Nicholson 7 months ago

Nothing appears to been done by Booking.com  then we get ridiculous emails three times a day telling us 'the conversation is growing' , I don't want the conversation to grow I want booking dot com to get their finger out and sort this mess out

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Colin Sage 7 months ago

Reading the most recent comments on this thread where people are saying they have been waiting over 200 days is really concerning.   

Next course of action for me is sending a letter to the Sunday times columnist, Jill Insley. She seems to have some success in resolving financial disputes. Maybe if we all start to shame them publicly in the media they may start to notice us 

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Rakesh Ramaswamy 7 months ago

Hi,

 

Even After doing that there is no response. And i have been patiently waiting for two months. Can you please get it done on priority basis?

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Catherine Glausiusz 7 months ago

2 months - wow.

I had someone today wanting to book a week in July (they were here last summer). Another previous guest called me asking if I’d stopped bookings as wanted to re-book. We have lost a lot of business as a result which seems wrong when booking.com is a monopoly here and they can easily unblock whilst they sort their issues out.

It should not take 2 months to realise their processes are broken, to re-hire and validate more easy verifications (I.e. properties with reviews already and hosting on other sites) - whilst unblocking in the process. Airbnb and Trip Advisor never block and just solo the verification whilst live. Not sure why booking.com cannot verify whilst live also.