Introducing your guide to a stronger summer season

We’re sharing data-backed insights about travellers searching and booking on our platform, and solutions to help you meet these travellers’ unique needs. Find out how you can leverage these insights to attract new demand.

Get started

1

Booking.com poor customer service

Booking.com poor customer service.

Phone is always busy. Cant get help.

No replies on messages.

VERY POOR SERVICE ON BOOKING.COM


11
BrookAve

 

Hi Harri,

 

So I'm going to quickly demystify this ...

 

There is a perception by some  Partners, BdC CS for Guests and BdC Partner Support Team, are:

  • Difficult to contact
  • Difficult to talk to on phone
  • Messages take too long to get a response
  • Public Contact Us phone numbers difficult to find.
  • Private Partner Support contact difficult to find.
  • etc.

 

Yes there is an element of truth to many of these, but the majority of the false narative is 100% wrong.

 

I do agree there are times when BdC can do alot better in many small things, and some long term solutions.

 

The back end structure is not at all what many of us think it is.

There is no One Team worldwide.

 

Phone calls in some cases, such as time of Day, Time Zone, Follow The Sun method, are at times limited.

This can result in dropped calls due to volume, others already queuing etc.

 

 

BdC Finance Team by country/regions is not the same as yours. Same applies to the private Partner Support phone number.

 

The Finance team hours are limited to the normal day time hours for that time zone /country/region.

 

 

Note BdC sustomer Server is the name of the team on booking.com used by Guests only.

This is not the same as BdC Partner Support Team. It is a common misperception.

 

 

When you log a case via Inbox Message to Partner Support, this goes into a case management system.

 

Yes there can be backlog and delays, as remember its not bots, its humans who can get sick, retire, lost their jobs etc, and therefore not enough people to reply within 2 days.

 

 

Yes there also has been announcements of downsizing in some countries, of BdC offices, which can too impact the backlog of requests.

 

So at end of the day what you may perceive as very poor service, is just the new norm until such time as the backlog is cleared. This of course will vary by region/country.

 

 

The one important thing I would say no matter what the action request is, or need to report something always :

 

  1. First report with all the succinct, concise details (no waffle or stories), as a message, attach screen shots docs that can help accellerate decisions etc. This creates a case  / ticket.  
  2. Follow up with phone call some time later.

 

 

When the action request is time sensitive, phone straight away after sending the message, such as Last Minute issues.

 

 

Most of the time you will find the self service method in Extranet, and Search box for guides, or ask on here and some of use will try direct you to next steps or possible options.  

Some food for thought 

Kind Regards.

 


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 Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed. 

 

1
Harri Simola

So, how long should I wait answers for my questions? I think waiting 2 weeks is too long time, its not about one single question. We pay high commissions for BdC and your services should be on same high level then also.

How many times per day or week I should try to make phone call? Phone seems to be always busy.

11
BrookAve

 

Message them first so your query gets logged , then ring them to follow up, but be reasonable as to when.

 

So when you ring you can direct them to the details you already logged via message.

1
Harri Simola

BdC should be active one, not us begging them for replies... They should hire more employees or make a proper ticket system, which doesn't allow BdC forgetting our questions... We pay them about this service.

11
BrookAve

 

That is NOT a thing, that is misconception, misinformation, misunderstanding on your part. You can of course blame them all you want, but at end of the day its their system and their protocol, rules and procedures , we all have to follow, regardless.

1
Harri Simola

Where is my misunderstanding? I am not blaming them, just wonder what we pay for. Comissions are high. My opinion is that BdC have poor customer service.

They are not replying on questions and does not pick-up phone. Phone seems to be always busy. Questions also sent long time ago, no answer.

Most of good quality customer services uses ticket system and they reply in few days. Also, they never forget any message ticket. That I would call as a good customer service.

"but at end of the end its their system and their protocol, rules and procedures" - Funniest explanation I have never heard, is that really their reason for poor customer service. System and protocol : D