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5 common operational questions (contact details, restrictions, payments, availability, password)

Hi everyone!

Many of you reach out to our support teams to ask questions about similar topics. Sometimes it can take a while for our agents to respond to everyone - so to make things easier for you, I went ahead and put some of the recurring questions (and some helping materials) into this post.

In no particular order:

Q: How to change my contact details?

A: The extranet might be daunting, but changing your contact details is very straightforward and can be completed very quickly. Instructions here.

Q: How to set restrictions?

A: This depends on the type of restrictions you have in mind. There are many types of reservation restrictions, and you can find supporting information for each of them in this list.

Q: How do payments work?

A: If you’re on Payments by Booking (or would like to join) - this FAQ put together by the Help team can answer most of your questions.

Q: How to add, close, and open a room?

A: Setting up rooms is very easy (and the same process applies to units as well, of course). This article goes into more detail for each scenario.

Q: How to reset a password?

A: Few things are as frustrating as losing your password and having to reset it. We put the best instructions we could think of in this page.

For those of you who are new, you can also save this thread for future reference! Just click the ‘save’ button when you’re logged in. You’ll then find this post in your personal profile page.

 


10
M Adamopoulou

Hi Sergei and thanks for sharing above helpful links…

 

Since a  couple of days I don’t get notifications in my inbox email!!   

I tried to edit my profile but the edit button is missing…

 

Hope you can check my account!

 

Thank you in advance and have a nice weekend!!!

10
M Adamopoulou

Hi Sergei again…

 

Now I can edit my profile…

I wanted to check if my email notifications button was clicked…it is….but I don’t understand why I don’t receive email notifications!!!

 

Maybe you can help me with this???

B.
Sergei - Commu…

Hi, M Adamopoulou! So did I get it right - you had a problem with the edit button but now it works for you, right? But you still don't receive email notifications?

10
M Adamopoulou

Yes exactly Sergei!!!

But now everything is ok…

Thanks for your interest…

Cheers!!!

1
Villa Ostmala

closed/not bookableHello. I don't know what happened to our profile. At the beginning of the show closed / not bookable. We did not work for several years, now we have resumed operations, posted prices and availability, added photos. The other 5 rooms are currently being furnished and their descriptions will be available as soon as we finish. In addition, we have changed the bank and payment details, however, by logging in to booking.com, we are offered to create a new profile there. Maybe we need to sign a new contract? Thanks in advance for your help. Respectfully,

1
Villa Ostmala

Thank you Sergei, But the program offer to register as a new company. Can you provide a link to write to support?

1
Therese Alang

Hello.

Could you please share if and how your issue was sorted out? We are facing moreless the same issue.

11
BrookAve

 

off topic!!! 

 

 

 


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.

Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.

 


 

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

1
Monique Harmse

Good Day Surgei.

We had our first booking through booking.com on the 26th of June 2021, Booking confirmation — ***, yet on our finance tab there is no trace of payment or that it is going to get paid on our getting paid tab? I did call your finance department number but since it's a robo-operator, i cant find the answers i'm looking for.

Is there a possibility for you to assist me with this matter?

B.
Sergei - Commu…

Hello, Monique Harmse! Unfortunately, this is not something other partners  or I can help you with. Please try to send them a message using your extranet. Read more about it in the link I shared.

11
BrookAve

 

Monique Harmse

 

here is the summarised version of the 3 partner support methods

 

 

 

 


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.

 

Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.

 


 

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

1
Caprivi Mutoya…

When there is no response to your payment messages and phone contacts are always engaged then what?  

1
Carol Hunt

Hi, I'm trying to set restrictions for 1 days advance notice for bookings. I've tried following the instructions but in the Calendar when I select Restrictions, the option to set advance notice isn't available (just min and max length of stays). Can you help? I've closed all my rooms until this is resolved as just had a guest turn up totally unexpectedly when a room wasn't ready! Nightmare :(

11
BrookAve

 

Hi  Carol

yep thats right as not all fields are enabled by default.

 

to sort it you simply request all calendar hidden fields be enabled aka extended fields.

send message or phone Partner Support.

 

its all covered in my digest article :Managing Availability by BrookAve

1
Hans Damen

Hi Sergei,

Thanks for the advice. You missed the most important one: 

How do you get your property verified. We have  now been trying for months to do this. It seems impossible to do this. 

We get lots of sympathy from BdC staff via messaging and telephone. Loads of promises that it will be arranged in 2/4/7/14 days. Please bear with us. etc. etc.. But no solutions. 

What is the magic trick to get verified?

1
Linas Zaluda

Hi Sergei, Im new in your community so could you tell me why booking sell my appartments for the less price I did set up? My last booking ***. The price was 70 euro, if minus the non refundable rate and weekly discount tolal 20% should be 56€, but room was sold for 45€. Why?

Thank you 

1
Paul Ennis

Hi Sergei, I’m new to the site. I’m trying to set up my bank details on the site. I’m in UK but it gives me no option to add my UK phone number, only US option. Also it’s asking me for a Social Security Number that I don’t have either. Any help ?