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2

Booking cancel non-refundable reservation for free without my permission

Hi, guys! I have an issue today. I had a reservation for July which was booked under non-refundable policy.

The guest request to wave cancellation, which i didn't want to do. But Booking.com automatically without my permission granted the client AUTOMATIC free cancellation. What the hec?

I tried to contact Booking twice.

First time the gave me the reason that I set -up automatic response for cancellation in my Extranet.  I checked - the only automatic response I have is about the parking. All the rest questions and demands should be answered manually.

Second time I called to inform them that everything is fine from my side. They said that is according with their Force Majours policy. Ask them to show the quote from their official legacy document - no response, 

Checked by myself - nothing about that. On contrary - according to their policy I have the right to take decision about cancellation.

So twice they lied to be just to get rid off me and not to refund money for the cancellation which happened by some system bug or wrong set up.

Please share, if you already had the case like that.

Thanks

PS in general bookings is a horrible partner. They demand from us a lot but when it comes to their responsibility, by my experience they NEVER take responsibility!

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12 Replies
127 Views

3
Riad SHIRAZ

Bonjour Sergei,

 

Il semble que les informations que vous demande Spicyk271979 ne sont pas celle que vous lui demandez de consulter via le lien.

Spicyk271979 demande les anciennes CGV 

Cordialement

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6 months ago
Anonymous

Hey Riad SHIRAZ! Will you, please, translate your comment into English? Because it is an English speaking community, though we are still working on launching more languages. 

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6 months ago
3
Riad SHIRAZ

Dear Sergei

I am trying to participate in this forum, which I am very interested in. This forum is translated in 15 languages (no French ?!) I use translators in order to exchange with other hosting providers but I must admit that it is not very easy. The translations are not always accurate. I asked Booking.com to set up a French translation which seems almost mandatory given the number of French-speaking "Partners". Is there a Forum with French-speaking hosts? I will translate my last message into English, but I think you should know how to translate it on your side. Isn't Booking.com an international company? Our establishment is present on other platforms offering forums in French or at least with translations in many languages.

Best regards 

 

Pascale

+2
6 months ago
3
Riad SHIRAZ

Here is the requested translation

 

It seems that the information Spicyk271979 is asking you for is not the information you are asking it to see via the link. Spicyk271979 asks for the old T&Cs  Sincerely

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6 months ago
2
Spicyk271979

I found, Sergei both your answers and your comments are so inappropriate in this theme

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6 months ago
3
Riad SHIRAZ

Hi  Spicyk271979

 

I am forwarding you the GTC of March 2018 (before March 2020) probably valid during our engagement with B.C.

Pay particular attention to the chapter: 2.5.2 - 2.5.5 and 2.10

In case of a refund request, only the host is authorized to refund his customer.

Nowhere is it noted that B.C can substitute the accommodation, B.C being only an intermediary.

Pascale

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6 months ago
3
Riad SHIRAZ

Hi Spicyk271979,

 

I have written to Booking.com to find out where in the GTC of March 2018 (before March 2020) is notified that B.C. can substitute itself for the hosting provider to refund a customer due to Force Majeure.

Here is their answer.

 

Pascale

 

"Thank you for working with Booking.com. We’re writing to you about reservation *** , check-in date ***. For both reservations *** and ***, they have been cancelled free of charge due to the Corona Virus Pandemic restrictions. We have refunded the Guests as the payment was facilitated by Booking.com and there is no further action required from you.  Thank you for your understanding and cooperation."

 

I don't see any answer to my question Kind regards,

 

Pascale

 

 

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6 months ago
2
Spicyk271979

Pascale, I have the same answer from B.C.  We found out that they act against our official agreement. The question what we can do about it? I saw the other forum here. People have cases like mine and they want to open the case against B.C. because there is nothing else left to do.

6 months ago
3
Riad SHIRAZ

   Whereas in a previous e-mail, here's what he said is specified

"We would like to inform you that we are unable to refund the guest

     without your consent. Please try to check it on your system since

     we can see that you approved to refund the guest for the

     reservation last 16 Mar 2020, "

 

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6 months ago
2
Spicyk271979

Yes, but they can see that it was automatically approved. The approval arrives at the same time ( seconds difference in timing) as the request to approve the cancellation. If you will call them and probably pop-up on someone different, they will confirm that approval was automatically done. That's what I did - called 3 times and 3 times different answers

6 months ago
3
Riad SHIRAZ

Hi Spicyk271979, I have sent a new email to Booking.com to get a clear explanation of the refunds they made without my consent. Their answer is completely uncorrelated to my questions. I sent another e-mail this morning to get a concrete answer.

Here my mail to Booking.

Unfortunately, I doubt I'll get a clear answer 

 

Hi,

I thank you for your return but you do not answer my requests exposed in my last email. On May 13, 2020,  In your email, I read: "We would like to inform you that we are unable to refund the guest without your consent."Please try to check it on your system since we can see that you approved to refund the guest for the reservation last 16 Mar 2020,

I would therefore like to reiterate my questions, which I would be grateful if you could give me concrete answers.

1/ Which page should I consult to check my approval for reimbursement?  2/ Where in the T&Cs of March 2018 (before March 2020) is notified that Booking.Com can substitute itself for the hosting provider to refund a customer due to force majeure. 

In the paragraph that you send me in your last email of 17 May 2020, I do not see anywhere that Booking.com has to refund the customer friends the hosting provider. "In the event of a Force Majeure, the Hosting will not charge (and will refund, if applicable)

In addition, as you suggest, I have consulted the contract that you believe is binding on us, a contract that I was not aware of when I registered my establishment on Booking.com. The article concerning a cancellation of a stay due to covid- 19 states: 1/ If your cancellation meets the necessary criteria, the establishment must either reimburse you.  Nowhere does it say that Booking.com has to reimburse the customer, but the accommodation provider has to reimburse the customer.

2/ or offer to change your dates of stay free of charge or to benefit from a credit for a future stay. At the date of my clients' cancellation requests, not only was I not consulted before the refund you made, but some of my clients told me that they could not postpone their trip because the calendar was closed.

I would ask you to clarify all these points for me.

 

6 months ago