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Being charged relocation fee

On Feb.1, a booking.com guest booked our condo. The dates showed available and allowed him to book when in fact there was already a guest from airbnb on those dates. I noticed this error or glitch with calander (it should have been blocked off) immediately and contacted the booking.com guest to say unfortunately there has been a glitch and the condo is already booked by another guest. As Airbnb guest had booked it first. I notified them within minutes of booking and their stay wasn't for 28 days....a lot of time to find alternate location. I was contacted by booking.com to see if I could find alternate arrangements. At this time, my husband was indergoing a 9 hour surgery as we needed to he air ambulanced to Boston cause he was involved in a terrible accident. Therefore...I was in no position to be on my phone or computer searvhing for accommodations. It was enough I reached oht to the guest during this to explain there had been a glitch. Now booking.com sent me an invoice for $1200 due to relocation fee. If they do not remove this invoice I will be ending my contract. Has anyone had a similar experience or luck with disputing a relocation invoice? Would greatly appreciate advice. Thanks. Renee 


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Janefryer 1 year ago

Something like this happened to me but I am only with Booking.com so it was their system that glitched but they would not accept it.   A guest cancelled a 10 day booking mid July so my calendar opened up. Booking.com immediately took two four day bookings within that period - twice!!  So 4 people booked in that 10 day space.  They said I had doubled up on my rooms the previous March but how would I know the previous March that somebody would cancel in July?  They charged me to re-locate the double booked guests and would not see how this could not possibly be my fault.

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Sazirka 1 year ago

This also happened with me. We had guests who were very arrogant and accused us of adding extra fees even though we had written in the confirmation that we could arrange fast boat transportation from the main island to our place at an additional cost. It is not an obligation for guests to have to make transportation reservations and we have also informed guests that guests can make reservations with fast boat service providers directly without going through us, but guests still want us to arrange it and instead threaten to write a bad review.

In short, we contacted this platform and asked for help to inform guests that we object to hosting this guest and we cannot help find alternative accommodation.
Guests still have plenty of time to find other accommodations and January is not a busy or crowded month so it is very easy to find alternative accommodations.

However, BCOM sent us an invoice this early March and charged the guest relocation fee - yes, 2 months after the guest's stay request.

Have you found a solution?
I'm currently closing my availability to resolve this issue first, but if it doesn't get resolved properly, I'll choose another platform that can still hear our voices.

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Janefryer 1 year ago

But what other platforrm?   Airbnb are little better.   VRBO?

No solution was found. I asked to speak to the Manager etc. but they all insisted I had doubled my rooms the previous March for the cancellation period which did not occur until July.   Crazy.

I also had a guy who said he was not coming several times.   I closed for that month as I had other plans. Sure enough I did not check he had actually cancelled and found I had to pay to re-locate him.

On another occasion a lady cancelled and I was informed she had been refunded at my agreement.  Then a re-location charge came up.   I got fed up arguing in the end.  We are always the losers here.

Best of Luck