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Double charged on the commission? Who to contact re the accounting.

Hi,

we got our first invoice from booking.com re commission from our two very first bookings in Dec. Three days later we get a payout statement where we can see the commission from these two bookings have already been deducted with the same amounts as specified in the first invoice. Can we now then ignore the first invoice since the expected payment is already deducted from the corresponding payout? Who can we contact regarding our specific invoices to get this squared out?

Thanks!


Profile picture for user toniya.baycheva t
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Toniya - Commu… 2 years ago

Dear Halina,

Welcome to the Partner Community.

If you want to dispute the double charged on the commission, you need to follow the steps in this article.

Kind regards,

Toniya

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Halina Gąsior 2 years ago

Hi,

we don't want to dispute the reservations (which is the only option) but have someone at accounting explain why we seem to be getting double charged, not due to double invoices but due to deductions of the commissions on the payout as well as separate invoice for this very same commission.

Thanks

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Halina Gąsior 2 years ago

Can we dispute the payout calculation since they deducted the commission they want be paid in another invoice? Question is where the problem lies - in the commission invoice or the payout calculation? This is a newbie question since we just started using booking.com... What is the standard?

 

Thanks

Profile picture for user Ivana Breig i
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Ivana - Commun… 2 years ago

Good evening,

for any property specific queries, please get in touch with your local support team. 

You can find their number under Inbox > Booking.com messages > See contact options then select any option > Other > See all contact options. 

Profile picture for user Janita - Account Advisor j
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Janita - Accou… 2 years ago

Hi Halina, 

This forum is for general questions regarding Booking.com, unfortunately we are not able to help with specific property requests due to security. From my understanding of payments, you should receive a payout of the amount of the reservations, minus the commission. Please see your Finance tab to see if there is any outstanding invoices to confirm. 

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Halina Gąsior 2 years ago

Hi,

yes we were only interested in the standard accounting practices where you mean as we presume there should normally only be a payout with the commission already deducted and not a separate or additional commission invoice.

Since it looks like it was a mistake coming from the Polish booking.com we've tried to follow up with them. They finally confirmed we could ignore the first invoice but then it seems they also immediately answered with closing our property for booking due to pending "quality review". Well, we had no complaints on this 100% newly renovated apt and only praises and top reviews these first weeks so forgive us if we feel this being suspicious. Hopefully this is quickly resolved as another "mistake".

Thanks

Profile picture for user Janita - Account Advisor j
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Janita - Accou… 2 years ago

Hi Halina, 

This could be that the property now needs to be verified.  If you haven't already please contact the Partner Support team to be sure this has been noted and escalated to the relevant department to be sorted out. We currently have a backlog of properties to verify and the relevant team has been made aware of this issue. We apologise for any inconvenience this may cause, and the team will contact you as soon as possible. Unfortunately I do not have a turnaround time for this at this stage.