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Escalation Policy

Hi, after being on the phone for 59 mins, a representative at B.com has just hung up on me. 

Does anybody have any experience of how to contact the "Senior Line" at Customer Services so I can escalate an issue that I have regarding a cancellation and a pre-payment. 

B.com owe us money due to guests cancelling and then B.com removed the virtual credit card so I can't take the cancellation fee which is one night of the room fee.

Many thanks for any help


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

Hi Mainly Maple Ltd, 

There is only one Partner Services line, however you can send a message and have a team member respond to you in writing about the issue as well, or request them to call you. 

Send us a message

If you have a specific question that you need our help with, you can send us a message. To do so, click Inbox on the Extranet or tap More on the Pulse app. We’ll do our best to get back to you within 24 hours, but sometimes it might take us a little longer. You can help us answer your question faster by choosing the right topic and subtopic for your message.

Call us

If you have an urgent question about your property or your partnership with us, you can also call us. To find a dedicated phone number to call, log in to the Extranet, click Inbox, then Booking.com messages. We don’t publish these phone numbers here because we only offer this service to current partners.

2 years ago