Booking.com is not paying its host and they refuse to give a resolution on this matter
Hi, I am managing a few properties on different OTA`s and more and more oftern I have read that many host did not received their payment from Booking.com. I am also in the same situation. Maybe we can help each other in some way. Here is my experience with Booking so far.
In March a guest from Booking.com just made a reservation for the month of June on my seaside property. Since I don`t live nearby I opt for my payment to be made online via booking.com, just like I am doing it on AIRBNB and other OTA.
Usually i have been paid by Booking.com no later than one month after the guest stays at my house but not in this case. Guest stayed at my property from 14th of June till 27th of June (13 nights) so I should have expected the payment to be made by no later than 30 of July. On the reservation page, I have a automated message that told me that the payment was issued to my bank on 15th of July but I couldn`t see anything in my bank account. I have called, there is no pending payment or anything.
*** Here comes the fun part. I have received the bill from booking.com with the amount of € 340.20 but not the payment on their behalf of € 2,268. I have waited a few more days then I have called customer support to find out when will they issue the payment but they had no answer and they told me that they will be back with a resolution in a few days. Had nothing from them, did not called back. After a month from the check-out, on 29th of July, I have gave booking.com a message with a complaint in order to solve the problem. To my surprise, a few days after the complaint, I have received a message in which they informed me that they did not took the payment from the guest and to call on customer support service.
I have contacted customer support but I get mixed answers, all of them told me that I will get a call in a few days from Financial Department. As you can see, now it`s September already. I have received no payment and no answer from the customer support or financial department on when the payment will occur or any answer at all. I still have the bill from them (which is overdue) and notifications everywhere that I should PAY the bill and instructions on how to pay the bill.
On my experience so far I had no issues with other OTA`s and I had never expected a problem with Booking.com. I have messaged them again regarding the issue. I will keep you updated.