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1

Double booking by Booking.com

Would one of you please be kind enough to explain exactly how the Booking.com machine can take double bookings for a room - that is booking the same room to 2 different guests on the same dates - then flatly refuse to do anything about it?

There would appear to be no way to rectify the situation.  We have not been able to find a way to contact a useful (or human) representative of Booking.com

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13 Replies
75 Views

8
pibomarco

Since I host 10 years already on BDC I hardly beleive that Booking.com system made a double booking. You must have set wrong availabilty or something like that..

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8 months ago
1
Eric

Hi,

Yep, I know about that "Direct Contact" link.  It takes you right back here - eventually - to talking to a "Partner" who has no authority or affiliation with Booking.com.  There is no way (that we have found) to directly contact a person at Booking.com.

As it stands at the moment, we have 2 groups of guests arriving to stay in the same room -  a booking made by Booking.com.  We have no way to contact either group directly - no phone number or mail address has been supplied.

The previous manager had a similar experience, so when we took over, we closed that Booking.com account and opened a new one - being very careful to set all the rooms and availability correctly.  Guess what - 3 weeks in we get a double booking from Booking.com!!! 

+2
8 months ago
3
MNEgro

@Eric, you have probably set the number of that room to "2", so Booking "thinks" that you have two of those rooms.

 

Resolve that as soon as possible, because you can get another double booking any minute and you are responsible to resolve them by Booking.com rules.

As someone already said, I highly doubt that it is a fault of Booking.com

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8 months ago
1
Eric

No, I didn't set the number to 2.  You will see from the attached screen shot - it clearly states "1 King Room".  So please...please explain why Booking.com have made 2 bookings for that one room???This is a screen shot of the rooms we have to sell

8 months ago
B.
Community Admin

Hi Eric! Thanks for posting in the Community!

 

From what we see, there is extra availability loaded in your Calendar for some dates. Please change your Calendar view to "List View" (use the button "Monthly" on the right of the Calendar) and check/adjust the availability to avoid double bookings in the future.

Here you can find a relevant phone number to contact Customer Service team directly:

 

https://partner.booking.com/en-us/help/where-you-can-reach-us

 

Best regards!

8 months ago
1
Eric

Hello Community Admin,

I am quite frankly gatvol (to use a South Africanism) of Booking.com, as was the previous manager of the lodge.

He had a whole group of guests arrive from a Booking.com booking - trying to get into an already full room from another Booking.com booking.  You can imagine the situation that occurred in the lodge reception, I'm sure.  (please excuse the ridiculous English, but you chose the name).

Even after re-starting the whole system with a new account, we almost immediately get a double booking from Booking.com.

So who does that phone number belong to?  Someone at Booking.com who can actually do something or just another guesthouse owner "partner".  Plus, please explain why we should waste our money on an phone call to rectify a problem that is 100% Booking.com.  Or do I take it that having to turn away angry guests who have been double booked is simply normal for working with booking.com?

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8 months ago
1
Yoko

This happened to us recently. Luckily I noticed the overwrap and addressed it to the guest (newer one), he responded 10 days later and cancelled altogether including the available days he was holding. We are left with an unsold week... Booking.com's system has some serious error, I believe. Be careful everyone. 

4 months ago
1
Eric

If you look carefully at Booking .com terms & conditions, it states that we MUST accept every booking made by them.  Then those same terms & conditions clearly state that it is OUR responsibility to find alternative accommodation for the guests.

Believe me, you have to dig very deep to find those T & Cs we've all agreed to, but the bottom line is that they can book any guests, anywhere with iniquity, and we have to pay our staff to rectify the situation.

This, to my mind, is entirely unacceptable

+3
4 months ago
1
Yoko

Thanks, I will have a close read of T&C.  Though if it was the apparent fault of Booking.com such as selling rooms that don't exist because they were already sold by themselves... as common sense, they need to make up to it. That's the service we trust and pay for it, isn't it? Well, it is not a lot of money so nobody will take them to the court, I guess. While these are isolated cases... interesting.

+2
4 months ago
8
pibomarco

By the contract you must honor confirmed bookings. There is no excuse for overbookings. At least I don't buy the reasons that you presented here. The problem must be somewhere else and not Booking's.

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4 months ago
1
Eric

These are not isolated cases.  

The previous manager of our guesthouse left and got another job because he was so fed-up of the incompetence of Booking .com. and their double booking.

We closed that account, opened a new one...and 2 weeks later we had 2 groups from Booking .com, at the door, booked into the same room by Booking .com.  A little later they booked our family room THREE times for the same weekend.  A little later they booked all 7 rooms twice for the whole Christmas period.  Just exactly why I should pay my office assistant to find alternative accommodation for all these people is a mystery to me!

You will notice also that, unlike the very efficient "Lekker Slaap" for example, Booking .com don't want to give you a means of contacting their guests directly. A guest booked by Booking .com can only be contacted through the Booking .com message system.  And remember, Booking .com take ALL the money for each booking BEFORE the guest arrives. In other words, they take money for multiple bookings, from guests that you can't directly contact...who consequently very often arrive at your door...and it's YOUR problem.

Have a nice day while you consider this.

+2
4 months ago
8
pibomarco

Sorry but obviously someone else is rather incompetent here. This just does not happen on such frequent basis what you are describing. If you also host on other platforms you probably use Chanel Manager (then it must be really a cheap one), if you are using calendar sync (iCAL) then no wonder you got overbooked, if you do all this things manually.. well it's really difficult to keep up.  If your manager doesn't have the skills to work with computer and does not understand how the system works.. well.. If you hire me as a manager I guarantee you 0 overbookings. 

 

Why an urge to contact them directly? They receive your message on their email address, mobile app etc.. you also receive their phone number if you need to contact them directly.  You can opt out from Payments by Booking.com and collect payments from the guest yourself.  

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4 months ago