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Location Verification and payout blocked

Please can someone help me regarding our account. I'm desperately trying to get the property verified.

They let the bookings go ahead then once we had sold the whole of summer they have closed the property due to location Verification which we were unaware of. 3 of the guests have stayed and left amazing reviews but booking.com won't pay out out for them until it is verified. I've called, messaged but got nowhere no code turns up when we request this either, I'm at a loss on what to do and I really need the money to pay my mortgage on the property.

Is there any advice anyone can help with this. It's been going on 3 months.


Profile picture for user barry.reilly.winnov.net b
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BrookAve 1 year ago

 

ah ok so just contact partner support and ask for video verification.

 


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.

 


 

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

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Carl Rostron 1 year ago

Thank you for your response but we have contacted them and keep being told that they will call back but they never do.

Any other ideas?

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Yolan Nagoor 1 year ago

Hi Carl 

I have been having the same issue for the past 3 months. Is there a way in which i can solve this problem?

I live in South Africa and dont have a local office. 

Profile picture for user barry.reilly.winnov.net b
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BrookAve 1 year ago

 

simply keep sending or replying to the last message until they do.

Profile picture for user barry.reilly.winnov.net b
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BrookAve 1 year ago

 

you just have to wait your turn,, remember theres over 494850 registered partners.

 

and I do agree the wait times can be bad but they are humans too and theres only so many of them , and oonly so much can be do in a day, across the regional teams.

 

I call it managing realistic expectations.

 

Kind Regrds

Profile picture for user hostalorsi.web.de h
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Hostal Orsi 1 year ago

it seams to be for 494850 registered partners they have only several people for support left. To compare support before covid and after ...the support is the big difference... for the moment: not answering, to be unfriendly, long waiting time and answers just "pro-forma" - its a fact

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Catherine Glausiusz 9 months ago

Hi BrookAve,

This post is not very helpful.  Its already incredibly stressful to have your property blocked for very excessive periods (beyond contract agreement) and stating there are half a million registered partners and booking.com are only "humans" and people need to manage "realistic expectations" is neither constructive or going to solve the issue as it just assumes people should 'accept' it.

Regards, Catherine 

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Carl Rostron 1 year ago

I have had no response from customer service for the location team so so I've escalated this down a different route.

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Hostal Orsi 1 year ago

which route you mean? I have tried to contact german, russian, english office ...no succes...they answer - we have forward your message to local office and we cant get any information about your property because of security department

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Carl Rostron 1 year ago

We escalated through our own local office and we are doing the verification next Saturday ?

Profile picture for user hostalorsi.web.de h
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Hostal Orsi 1 year ago

lucky...our local office....doesnt do anything...just telling - maybe next year

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Carl Rostron 1 year ago

We genuinely hope you get sorted, it's very frustrating

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Hostal Orsi 1 year ago

more frustrating is the answer  "but they are humans too  and 494850 registered partners"...

it means you are "nobody" for them

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Goran Jović 1 year ago

I have same trouble. I can’t login cause I haven’t receive a call. For messages I have a mobile phone number and I can’t change the phone nuber to receive message to login my account in whitch I manage my property but I put a wrong info and now I cannot login and manage my property