No reply/slow reply booking.com messages
I had a guest who booked and paid a deposit, we tried everything to get hold of him prior to his arrival, even booking.com did to no avail. I was suspicious about the guest as the guest name and the booker were 2 different people. They would not let me cancel the booking so I waited for the guest to arrive which he did not do.
After much to and fro with booking.com I managed to dispute the invoice and got the commission down to 50% as the guest had only paid a 50% deposit.
I recently got notification that the booking was made with a fraudulent card so now I have to pay back the full amount. I have tried to call and message booking.com, they never answer the 3 phone numbers I have for them, they also have not replied to my message to dispute the invoice for over a week. They are sending me reminders to pay the invoice. I don't think it is fair to have to pay an invoice on a fraudulent transaction.
Why does booking.com not answer their phone lines? Why do they not get back to my messages on the extranet, they say 2 days but this has been a week now. This has been one of the most time consuming experiences , when initially I had problems with the booking and payment they shifted me from one department to the next.
I have requested that they blacklist the guest so no-one else gets the same fraudulent experience (in fact the guest is on the genius program!). They also DO NOT reply to these requests from me.
I am very unhappy with this situation.
Any tips or advice would be welcome as I used to have a very positive experience with booking.com but it seems things are sliding downhill fast.
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