£1600 in relocation charges for a calendar sync error that i was never notified of. Booking.com a nightmare to deal with. How can i speak to someone who can help?
We had problems with our calendar sync earlier this year, i believe over August/September time. We received bookings on booking.com which we'd previously had booked on a different platform. These errors of duplicate bookings were not realised until some time later as we had never been notified that our calendar sync was no longer connected with the other platform. Upon realising that three double bookings had occurred i contacted booking.com explaining the problem and that we couldn't accommodate these guests as we had bookings already in our calendar that had been there for months before. I spoke with several different people, on various calls, over a week long period. I explained that we are a single property, we are not a hotel or a chain of properties, so we did not have other rooms for the guests to relocate them too. I was advised that there was accommodation within budget available nearby in Edinburgh for the guests to be relocated to and that no additional charges would be incurred and that the commission would also be waived for these 3 bookings. However, we have been charged relocation fees to the sum of approximately £1600 for 3 bookings that we could not accommodate. This was only realised when we received our December pay-out from Booking.com, or lack thereof. I have had to repeat this story at least 15 times over various phone calls with booking.com who are keep telling me they will have someone look into this and never respond. I just keep getting passes from department to department. I was on the phone to booking.com for 40 minutes during my most recent call and I feel like i am still no further forward. After the call i received a nonsense automated email that makes no sense and gives no real clarity as to why we've been charged for bookings when we were explicitly told over the phone on several occasions that no charges would be made as a system error had occurred to cause the multiple repeat bookings over such a short period of time. Aside from this, we requested a full statement of accounts previously in November which has yet to be issued and was never resolved. I am lacking confidence in the entire booking.com service.