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2

We have temporarily disabled the non-refundable and prepayment policies. As soon as we can give you access to them, we'll let you know.

Hi all, when will this change, in the two months since we started using booking.com we have had 8 cancellations and 3 no shows, of which all of them we received zero payment, which is highly unfair on us when we only have 4 rooms to offer.  I have set our policies as non refundable as we are getting a lot of time wasters.  I can also see that other hotels etc in our area have the non refundable prompt on their listing and we don't.  I spoke to someone at booking.com about this and they said after a certain  number of bookings are received and one payment/invoice of theirs is paid it will be lifted.  I have already paid one and have had over 15 bookings now and still this prompt remains in place.  It is incredibly unfair on us as a business as we also have direct booking on our website which is synced with booking.com which in turn means that any time wasters who cancel on the day or the day before we are unable to open it up to allow other guests to book.  How do I deal with this, in effect booking.com is ignoring my policy of non refundable on no shows and cancellations, which is wrong. Thanks for any tips. 


11
BrookAve

 

Remember if you do not take a deposit nor partial or full rate in advance, this will always happen.

It sounds like thay are saying after the first month , BdC invoice is paid they will lift it.  

 

 


 

Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

 

Message or Call BdC PartnerSupport 

 

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.
  8.  

    *** public main lines via Where you can reach us

     

     


    how to contact partner support via private assigned number in inbox

2
Amanda Anderson

Thank you I have now written to them using your above method, as phoning them here we end up with arabic speakers a lot of time and I don't speak arabic LOL!  Will let you know how I get on, they are saying to allow 2 days for a response, thanks again. 

2
Amanda Anderson

This is the reply I got, this is totally unfair:  Ive had 30 bookings and 17 of them have been cancellations/no shows, how do they expect me as a business to continue at this rate, im serious considering discontinuing with them :(  better just doing our own advertising routing guests to our own website to book online instead.

Unfortunately, the restriction on taking a prepayment is set by the system and we cannot manually remove the restriction, no matter how much we want it.  There are no specific conditions for lifting the restriction by the system. We know that the restriction is removed by the system after 25 plus or minus lived bookings and at least one paid commission invoice. So please be patient and work as usual. It is important for us not to lose you as a partner. We hope that you will have many reservations passed through and the restriction on taking prepayment will be removed from you soon.

Do all new listings go through this pain or am I being discriminated against? I have responded asking to escalate it.

Thanks

Amanda  

7
Isle of Wight …

Nobody should open a property on Booking.com unless they can take payments at the time of booking and have them non refundable

You can use Payments by Booking.com - if Booking.com refuse to set this up, switch to AirBnB

You can set a cancellation policy in Property>Policies to be Flexible 60 where guests can cancel free of charge up to 60 days in advance, and after that, the cancellation fee is 100%

You can select Non Refundable on your calendar when setting prices

If any of these options are not available to you, switch to AirBnB

2
Amanda Anderson

I have to admit I was expecting us to be able to get compensated for no shows and cancellations, none of the cancellations have been refunded back to us and one no show (the most recent) looks like it will be compensated.  I find it disappointing and going against my terms and conditions of being on booking.com as my cancellation policy is being overridden by booking.com

We used ABNB initially and stopped using them for a similar thing at the beginning of the covid pandemic, we had ABNB cancel all our bookings and respond to clients cancelling without compensating us and again over riding our cancellation policies saying that due to covid our guest cannot stay and we had a 50% non refundable policy in place which ABNB over rode.  We lost $20,000 in 3 months and they compensated us with just $500 as a sweetener which was insulting.  I like both the platforms but it seems that the host in both cases are less important than the guests.  We only have 4 rooms at present so when somebody cancels or is a no show that is a quarter of the revenue gone without any form of compensation.  I have followed what the guy above has said and will see if they take the limit of so I can use the platform properly and protect ourselves from time wasters who clearly abuse the booking system.  Thanks for your input, will update you later :)