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£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.

9 Replies
93 Views

7
Isle of Wight …

I've posted dozens of times about the calendar sync not working and not to rely on it - loads of people in this community mention double booked caused by calendar sync not working. The bottom line is that Booking.com do not care. They are not interested.

I'm not sure why you're being charged for relocation. If you cannot accommodate bookings, the bookings should be cancelled. It's a case of contacting Booking.com and telling them that they need to cancel the bookings. They don't like it if you point out that it's because of their calendar sync being faulty - they waffle on about the calendar sync being a manual process, while ignoring your cancellation requests.

I wish you luck trying to resolve the charges. You may need to get a solicitor involved.

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7 months ago
1
Morrison Stree…

Really appreciate your feedback. It's so frustrating, i had a look at the community yesterday and noticed there was countless mentions of others being in a similar situation due to calendar sync errors. It's clear though that booking.com only favours the guests, despite the fact that hosts are paying excessive commissions to manage on this platform. It's a bit of a joke. I really feel like if i continue to get no further forward a solicitor might be the next step.

7 months ago
B.
Community Admin

 

Dear Morrison Street Apartment & Isle of Wight … thank you for posting in the community! Here you can find some information about the sync in the calendars between platforms: https://partner.booking.com/en-gb/help/rates-availability/how-can-i-connect-my-bookingcom-calendar-other-calendars

Please keep in mind that is the property's responsibility to keep the availability up to date. If the synchronization of the calendars is not working for you, you can always connect with a channel manager, that way you can keep the calendars up to date in real-time. You can find more here: https://partner.booking.com/en-gb/help/channel-manager/which-channel-manager-should-i-use

Best of Luck!

-1
7 months ago
10
BrookAve

Community Admin please stop skim reading! I have suspected for some time now you are not natively an english reader/speaker.

Dont feel the need to instant reply with something when that something can be the wrong thing.

Canned responses are not appropriate in this case.

 

And also off the real topic here, BdC system screwed up, BdC confirmed and agreed...

 

...then later the system issued a debt relocation fee in error against the partner.

 

This requires manual intervention and escalation to finance dept to resolve by undoing the false charge.

 

@Morrison

Go to your finance menu in portal and use the finance contact instead. They are different from the contact phone number but even if you use that simple ask for it and be transferred over. But make sure you get the number also as backup.

 

 

+1
7 months ago
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Morrison Stree…

Thanks for your response to this. And also for your suggestions regarding the finance tab. I'll look at that now. Much appreciated.

+1
7 months ago
1
Morrison Stree…

Does anyone have a direct contact with someone at booking.com who could help with the above matter?

7 months ago
7
Isle of Wight …

You'll need to log in to your extranet and go to Inbox > Booking.com messages - in the right column should be a phone number - don't hold your breath though, that phone number could connect with anyone, anywhere, and standard BDC procedure is to fob you off, tell you that you're wrong, and generally do nothing

+1
7 months ago
1
Morrison Stree…

This is what i have found to be the case so far, as well as the lack of consistency having the same person dealing with the complaint and being bounced around from department to department.

7 months ago
7
Isle of Wight …

The only time I get any sense from BDC support is, after 3 or 4 times of asking, I say things like "Why can't you get your act together and sort this out?" and "I don't want any know-nothing minions giving me the same old nonsense replies - find someone who knows what they're doing"

7 months ago