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1
Answered

problems with Agoda bookings

Hi everyone! I just wanted to ask if there are other partners that are having problems with: 30 08 Prudential Tower, 19 Cecil St. Bangkok  N/A ? We have had some bookings coming in and they have been bogus credit cards with long stays taking up inventory from our property and when they are a no show we cannot collect a fee because there card is not valid?? If anyone else is having any issues please write about it. Thanks :) Sean&Lynette


11
BrookAve

 

Updated : 

 

Agoda bookings will not insert the guest info, only their own .

 

This got mentioned since this 3 month old post went up.

 

 

1
The Woods Cabins

We just got this error. We just had a same day booking due to a cancellation (incidentily from another booking.com reservation) and this address of 30 08 Prudential Tower, 19 Cecil St bangkok N came up. The guests showed up, the card worked and they said they put in their correct address. Sounds like a back end database problem @ Booking.com. 

1
CASA CASA - STUDIO

I had about 8 bookings like this and it is very annoying when is a last minute booking. Today same story. Always Bangkok address and wrong phone number prefix of my country South Africa but wrong format and invalid telephone number. Once, this month I received a booking with this address and the guest contacted me after I requested a valid contact number and all went well but otherwise always now-show or I had to cancel if it was not a last minute booking. When I called Booking.com they said they cannot cancel on the same day, so on a last minute the property owner is on the loosing end. There is nowhere where to get the correct details. Very unfortunate for the property owners. Any news from your side?  

11
BrookAve

That address is Agoda, I have seen info since  3months ago stating this.

 

So it looks like Agoda bookings for that region will show up this way.

 

 

B.
Account Adviso…

Hi CASA CASA - STUDIO,

 

With Agoda bookings that have been made via Booking.com inventory, you should still receive an encrypted email in your confirmations that will link you directly to the guest so you may ask for updated contact details as necessary. If you are noticing the credit card is invalid, please do mark accordingly on your end prior to the guest arriving to allow them time to update or, if they do not, it will give you the chance to cancel the booking prior to their arrival.

 

Kind regards,

Shirley E.

 

1
Eddy Susanto

In December alone, I've received 3 of these bookings. Every one of them was a no show. I didn't receive an encrypted email. Today I received another booking (check-in Jan 3rd). No encrypted booking email. 

I've gone through the procedure of asking the guest to confirm time of arrival through the message section, but with no response. Payment is always at the hotel, so I cant verify their card.

How do I proceed?

11
BrookAve

 

Under the reservation details page, click request cancellation, 

Choose option1

Submit

 

Kind regards 

1
CASA CASA - STUDIO

Hello Shirley, unfortunately, when it is a last minute booking it is impossible to cancel the booking and therefore loosing the possibility of booking the accommodation for the night. I tried to call booking.com and they could not contact the guest nor could they cancel the booking. I do not use a credit card and guests pay by bank transfer beforehand.  Also, it is impossible to communicate whit the guest as the phone number is wrong and the email or messaging is not answered. It is a lose lose situation for the host. Thank you anyway for your imput. Regards, Brigitte

1
Eddy Susanto

Hello Brigitte,

I gave booking.com a call about the situation. The rep took note of the issue and asked me to send a message via the Xtranet, which included all the booking numbers that were linked to the same 020 number and Bangkok address. The rep said he would forward all this to the Fraud Dept.

It was mentioned that there are cases that certain individiuals book a hotel to receive a booking confirmation to use with a visa application at an Embassy, for example. Obviously, I can't say for sure that that is happening here.. but it does make sense.

Try giving them a call.. Extranet-> inbox -> booking.com messages -> contact options

Regards, 

Eddy

1
CASA CASA - STUDIO

Hello Edy, thank you very much for your suggestion.  I have in the past contacted extranet booking.com in regards to this situation but did not help very much. Looks like if guests book via Agoda this is how we can see the booking on booking.com. Till now all were no shows except one.  Also, cancel the booking is only possible if it is not a last minute otherwise booking.com will now allow it. Kind regards, Brigitte  

11
BrookAve

last minute can be cancelled.

 

also tip, instead of waiting to do it or it be done , increase the inventory for those dates to allow others to book it

1
Sean Oliver

It makes no sense to increase inventory. If someone shows up with this booking and your sold out you have to go thru the process with booking.com and in some instances pay to put the guest up at another property, its rare but it does happen. I think booking.com needs to use the guests info that is entered thru Agoda not the Agoda Bangkok address, it cant be that difficult as price line already does it. Just my opinion...... 

11
BrookAve

 

Actually it does if your last room was booked for that Room Type :)

1
Gridley Homest…

Hi there, incorrect accounts still arrive. Got one today. It seems Booking.com is not actively scanning its client list for this fake address, fake phone number and potential credit card scam.

1
Eddy Susanto

The address isn't fake. As per my conversation with Customer support, the address is linked with Agoda head office. The email address in the booking is the client's email created by Agoda. 

I have also tested this myself by booking a room at my hotel through Agoda (I am not on the Agoda Xtranet system). I receive the booking through Booking.com and if I send a message to the guest, it does arrive (delayed and sometimes missed, no notifications)

The best option offered by customer support, if the guest does not respond, is to contact Booking.com customer support with the booking info and they will contact your guest on your behalf.

Hope this helps.

 

1
Gridley Homest…

Thanks for the info. Given ongoing concerns around scams and fraud recording the international address for domestic bookings is a very odd way of working. To support contact tracing requirements we ask booking.com customers to record their address, sounds that Agoda doesn’t but then records their international address instead? That doesn’t make sense at all. Yet, thanks for the update. Marko

1
Bed & Breakfas…

Hi together, Yes, we just had yesterday a reservation from this 30 08 Prudential Tower, 19 Cecil st bangkok, and no show.

It's creasy, they are blocking one room that I could book for an other guest, at the end nothing.....

Béatrice

1
Eddy Susanto

Hi all, Since this particular forum has been marked as "answered", I doubt we'll ever receive a proper solution or investigation. It would probably be better to start a new one. I can share how I solved my issue with these fake bookings though. All I did was close all of my rooms on booking.com for a week. After that, zero fake bookings (I was receiving these 'no show' bookings on a daily basis for over a month). Not the ideal solution for most people but it do the trick. Eddy