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My property was closed due to an error by the credit and finance department 20 days ago

My property was closed due to an error by the credit and finance department 20 days ago
Apparently Booking has tried to implement artificial intelligence to be able to process the payment of commissions, which has caused errors for more than 5 months. This caused the commission payments for the month of July 2023 to be processed, updating their status to PAID, then to UNPAID, and vice versa on several occasions. On December 19, 2023, my property was closed because they said I owed the commissions for that period, even though I had confirmed the payment and received the payment receipt that I sent 5 times. The problem is that I have had the property closed for 20 days, I cannot sell and clients cannot book. This caused me great economic damage, practically allowing the high season of Christmas and New Year and considering that we are up to date on 01/04/2024, many travelers reserve their accommodations 15 days in advance... I mean at this point, practically too I am losing a large part of the summer season due to an error, no one can give me a solution and they only respond to me with automatic messages over and over again saying that I owe an invoice. The saddest thing is that from customer service, they can only take note of my complaint and report again, because they have no contact with the finance department. Who is in the same situation?? Has anyone had this happen to them?
 

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Al parecer Booking ha intentado implementar inteligencia artificial para poder procesar el pago de las comisiones, lo que ocasionó errores desde hace más de 5 meses.
Esto produjo que las el pago de comisiones del mes de Julio 2023, fueran procesadas, actualizando su estado a PAGADO, luego a NO PAGADO, y así viceversa en varias oportunidades.
El 19 de diciembre de 2023, mi propiedad fue cerrada porque decían que debía las comisiones de ese período, aún habiendo confirmado el pago y recibido el comprobante de pago que le envié en 5 oportunidades. 
El problema es que hace 20 días tengo la propiedad cerrada, no puedo vender y los clientes no pueden reservar. Esto me produjo un gran daño económico, perdiendo prácticamente la temporada alta de navidad y año nuevo y considerando que estamos al día 04/01/2024, muchos viajeros reservan sus hospedajes con 15 días de antelación... O sea a esta altura, prácticamente también estoy perdiendo gran parte de la temporada de verano por un error nadie me puede dar solución y solo me responden con mensajes automáticos una y otra vez diciendo que debo pagar una factura..
Lo más triste es que desde atención al cliente, solo pueden tomar nota de mi reclamo y volver a reportar, porque ellos no tienen contacto con el departamento de finanzas.

Alguien está en la misma situación


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Hà Văn Tiến 1 month ago

I have the same situation as you! But because I wanted to reopen my account, I've been paying my bills in full for almost 2 months now, and I still can't reopen my property. So sad!

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Didem - Commun… 1 month ago

 

Dear @Hector Rebollo,

 

Thank you for sharing your feedback in the Community. I'm very sorry to hear about your troubles! 

 

Just like Ha Van Tien's case, I forwarded your situation to our internal team, too. I cannot promise that through this we will find quick resolution, but at least we try together. I hope it will be helpful.

 

Kind regards!

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Hector Rebollo 1 month ago

Hello Didem, thanks for responding to my post.
I am very sorry that finance department personnel do not read reports, claims, emails, orders, etc.

  • 5 months ago I paid the commissions for July 2023, and to this day it remains pending payment. This caused serious economic damage to my property. 
  • 3 weeks ago I paid the commissions for November 2023 and to date, the status of the invoice is still pending, in process! 
  • 2 days ago they already sent me the new invoice for which I have started a claim due to the amount of the commissions and I am very afraid that the paid invoices will accumulate in the system as UNPAID invoices, causing further delays in the reopening of the property.

It is extremely urgent to receive a concrete response and the reopening of my property, as well as my requests for compensation for the damages suffered.
I believe that sharing this experience in the community will help other administrators and owners have information to know how to act in a similar situation and know the deadlines that could take to resolve a problem like this.
Greetings!!
Hector


 

 

Hola Didem, gracias por responder a mi publicación.
Lamento mucho que personal del departamento de finanzas no lean los reportes, reclamos, emails, pedidos, etc.

  • Hace 5 meses pagué las comisiones de Julio 2023, y hasta el día de hoy sigue como pendiente de pago. Esto ocasionó un grave daño económico a mi propiedad.
  • Hace 3 semanas pagué las comisiones de Noviembre 2023 y hasta la fecha, el estado de la factura sigue pendiente, en proceso!
  • Hace 2 días ya me enviaron la nueva factura la cual he iniciado un reclamo por el importe de las comisiones y tengo mucho miedo que las facturas pagadas, se vayan acumulando en el sistema como facturas IMPAGAS, ocasionando más demoras en en la reapertura de la propiedad.

Es de extrema urgencia poder recibir una respuesta concreta y la reapertura de mi propiedad, como así también, se atienda a mis pedidos de compensación por los daños sufridos. 
Considero que compartir esta experiencia en la comunidad ayudará a otros administradores y propietarios contar con información para saber como actuar antes una situación similar y conocer los plazos que podrían llegar a demorar en resolver un inconveniente como este.
Saludos!!
Héctor

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Didem - Commun… 1 month ago

 

Hi @Hector Rebollo and @Hà Văn Tiến,

 

How are you? Have you heard from our internal teams?

 

When I contacted them about your cases they confirmed that they would directly communicate with you. 

 

I hope you received helpful information and all is well!

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Giacomo Santini 8 days ago

Hi !!! I have the same problem can you help me :) my property number is 8156434 Backpackers Puerto Viejo

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Hector Rebollo 6 days ago

Hi, the property has been reopened, but the credit and finance department never responded to the more than 20 complaints I made. 
I opened a legal dispute from the form "collaborator litigation" and I have been waiting for more than 30 days for a response.
I contacted them hundreds of times through the customer service department, but I did not get any response to my claims. They also did not respond to my extranet messages and emails sent directly to customerservices@booking.com.

 

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Hola, la propiedad ha sido reabierta, pero el departamento de créditos y finanzas jamás respondió a los más de 20 reclamos que hice. 
Abrí una disputa legal desde el formulario  "litigio de colaboradores" y hace más de 30 días estoy aguardando una respuesta.
Los contacté cientos de veces a través del departamento de atención al cliente, pero no logré ninguna respuesta a mis reclamos. Tampoco respondieron mis mensajes dentro de la extranet ni los correos electrónicos enviados directamente a customerservices@booking.com