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August Property Owners Challenge - Can you get any sense from Booking.com support?

We all know that Booking.com systems don't work properly, their property set up is rubbish, they have a lot of stupid policies and their support is useless.

So this month's challenge is - Can you get any sense from Booking.com support?

Do you have any tips or tricks to get a sensible and helpful response from Booking.com support? Can you get them to actually fix something that's broken? Tell us how you do it!

The best response wins a gold star.

11 Replies

9
M Adamopoulou

My local BDC office support team is excellent!!!

Whenever I needed their support they had their respond was very quick, polite and right to the point.

I don’t understand all these complaints!!!

Perhaps I am fortunate!!!

Wish everybody all the best and better support!!!

3 months ago
2
Chris Hilton

 

I have always found the support team to be friendly, helpful and quick to help to resolve any problems.

Yes, they do look after me well and always a pleasure whenever I have to call them

I think it may be to do with the way hosts approach customer support.

If you are friendly and asking for help then you are far more likely to get a positive response.

Go in guns blazing and the door will be slammed in ya face

+1
3 months ago
6
Isle of Wight …

Here's the thing .... I start off politely, pointing out a problem with the BDC system .... I get a reply from one member of support staff, often wrong .... so I politely point out that they misunderstood or missed the issue .... another member of support staff replies with a completely different answer, without looking at the original message .... and then a 3rd member of support staff .... and we go round and round in circles ....

I'm told we can't do this, can't do that .... but we already do it with other properties, why not with this one? Oh, we need to create a Partner Card .... ok, so how do we do that .... 3 hours later, I'm asking so what's the difference between a partner card and a group account? Nothing they say. But I already have a group account, so why do I need a partner card? You don't they say. Round and round in circles.

The calendar sync has lost the connections I say, showing that what used to be "Okay" is now "Import only". You haven't finished setting up they say. I did set up I said, but something has gone wrong with BDC and the BDC calendar sync has changed. Calendar sync is a manual task they say. But surely calendar sync is to automate a manual task like with AirBnB and TripAdvisor? Yes they say. You can set up from here. I did that before, but now the connections have broken. There was a technical issue they say, but now it's fixed. Great, I say, thanks, but it's still showing the same as before, that it's Import only. You haven't finished setting up they say. I did set up I said, but something has gone wrong with BDC and the BDC calendar sync has changed. Calendar sync is a manual task they say. Hold on .... we're going round in circles again ......

 

+1
3 months ago
9
M Adamopoulou

I also noticed that it says import so you probably havent finished setting up your calendar.  I understand its frustrating but keep cool....

I also had some problems following instructions to sync my calendar but if you follow instructions step by step you will sync your calendar.  

Please upload a profile picture and share with us pictures of your place so we can have a better communication.

Wish you all the best and have a pleasant day...

 

3 months ago
6
Isle of Wight …

Thing is, I DID complete the set up .... but then BDC lost the settings .... so I complete the setup again .... and later, BDC loses the settings again ..... I know other owners in my area who have the same problems ..... it's a genuine problem with BDC ....

 

3 months ago
1
N M Hunter

I completely and utterly feel your pain.... been through something very, very similar this week.  Phonecalls and 3 messages and I'm getting the exact same quality of responses to a different issue.  I have to say 90% of the time when you ring you get helpful and friendly people that resolve your issues - provided it's a straightforward common question!  When you call/message to report a technical glitch on their system (in our case, all our automatic responses to check in times had been changed) and you get a full range of incompetent responses....

'it wasn't us, you did it' - no I didn't and I'm not the only property experiencing this problem

'the templates have been changed now' - yes, they have, I did that AFTER I found you had set them up wrong -

'yes, I see the templates have changed, we've changed them back for you' -

NOOOOOOO... I told you already that I did that to correct your error and now I have to go back and change them back again!!

I get to the point where I have a choice.... self combust or walk away and have a large G&T.  I have come to the conclusion that unless you are calling to sort out a simple issue with a guest, then you are just banging your head on a brick wall or ending up as an alcoholic... ;-)

2 months ago
9
M Adamopoulou

Hi! Chris!!! and  welcome to the Partner Community.

Go in guns!!! Wow!!! I like that one...and you are definitely so right...

Wish you a wonderful night and please share some pictures of your beautiful property!!!

 

 

3 months ago
2
Anthea

I have been with Booking.com for just over a year now, and I have had great support from the team.  I have had to call on four occasions and on each call, the representative on the line was friendly, helpful and my issues were resolved. Anthea at The Pool House, Barbados.

3 months ago
7
fluff

There's truth in all these comments.

It doesn't hurt to be polite and always helps in encouraging a positive response.

I also agree that when answers are not on the mark to then deal with a different operator who does not look/see the history becomes very difficult and sometimes frustrating.

Where I find a consistent brick wall is when you point out a failing in their system, with proof attached, that's causing a problem. This will be ignored in most cases or given a nonsensical reply of denial.

Otherwise, the team is always polite with only one exception I can remember in 3 years, who then got both barrels from me, which in turn illicited a decent response from a different operator.

For my area the biggest failing is the local office and so called account manager.

They do not have a clue and really don't give a fig.

However, is this unique to BDC?

Most definitely not, it seems to be quite widespread, for us Agoda are the biggest offenders by far, truly awful company attitude, top to bottom and almost impossible to actually speak to someone, along with painfully slow answering times on messages.

When it comes to support I would put Expedia as number one, though far from perfect, and BDC a distant second to them. As for Airbnb I fail to see the good words spoken here about them, a total shower is my experience.

 

 

+2
3 months ago
9
M Adamopoulou

Hi! fluff and thanks for your comments.  Your info about OTA is valuable.

Apart from my local BDC office which has always been very helpful whenever I send a message request through my inbox it has always been answered the very next day giving me solutions to my problems and in addition to that sometimes they even call me to give me more explanations and ask me if everything is solved...

Let’s Always look on the bright side of life....and make the best of it...

 

 

3 months ago
1
Keeler Island …

Last week, I sent a question to the support and they said that they forwarded it to the person who could best help me. It has been 6 days and I have yet to get a reply.

3 months ago