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Technical issues with Booking.com calendar allowing bookings over the top of already booked dates

This is the second time we have received an online Booking.com booking from a guest when the calendars clearly show dates are booked out on both booking.com calendar and our other platforms. 

We have had to argue with booking.com . We have been users for 5 years and only have problems with their platform in relation to errors with syncing. The first time we wrote an email stating the technical glitch in their system and asking them to investigate however never heard anything back. And as per their policy we were made to find suitable accommodation at the same cost for the guests. We never received any follow up about the glitch. We are meticulous at keeping the calendars synced and rechecking all calendars after each booking. In our booking.com Pulse account it shows the other platforms being synced every few hours. 

Today once again Booking.com system allowed a 7 day booking over the top on an existing booking that was made from another platform 6 months ago! Again they wanted us to find replacement accommodation for the guests. Which this time we said not to. They will not admit fault. 

Has anyone had similar experiences? If so what was the issue and what was booking.com's response? 

Many thanks 

Nicky 

2 Replies
17 Views

10
BrookAve

 

Hi Nicky

 Firstly I complete ly agree and understand but....Its not a technical glitch, its actually by design.

 

The iCAL sync was never going to be instant, 24/7, etc

 

In fact there is only, based on other postings, an indication that theres a schedule to sync only every 3 hours.

 

Clearly that is not going to work for 2 or more OTA calendars.

 

This is why BdC take no responsibility, and have none to take.

The main issue is this info is not well known or understand in the official guides.


However there is a permanent solution, just its not one provided by BdC, instead its a 3rd party service, referred to as a Channel Manager.

 

The premise is that all roads lead to it, it acts as the master, initiator, etc.. therefore all OTA booking calendars are overruled and get their bookings ;lulled into the CM calendar.

 

cloudbeds, nobeds, etcc are some examples.

 

 


You really should manage this directly with guest to avoid relocation invoice by BdC.

 

I have covered this alot, so simply:

 

  1. Message Guest of the intention, don't waffle or give long winded reasons just keep it short and simple and quote local government health restrictions restrict, travelers from their location. Note  they will receive a notification shortly to action and confirm in order for their prepaid rate to be fully refunded, failure to do so will result in no refund.  
  2. Now in Reservation details page, click Request Cancel, right pane bottom.  
  3. Choose option 2.  
  4. System sends Guest notification and requires them to action a link to confirm in order for it to complete and also trigger any prepaid  full refund.

 

Side Note: should the guest not action nor reply the booking is still valid.

Should they contact BdC you may end up being invoiced for relocation.

 

Reminder : property link is missing from your profile, see HowTo below.


Kind Regards,

 

 

1 month ago
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Nicky Warner

I understand syncing is not 'instant' but as mentioned the pre-existing booking had been in out calendar from AirBnB for 6 months......! So you're saying my calendar has not synced for 6 months? I am not referring to two bookings that occurred on the SAME DAY for the same dates.It was a booking made in February for October from AirBnB. 

And why have a Sync function if it does not sync? Because as evidenced by AirBnB and HomeAway , Verbo their sync / iCal work just fine and in the 6 years we have been with them not one hiccup or double booking. My husband has reminded me that it is actually the 3rd double booking related to the Booking.com technical issue with i-Cal.   

Why have a sync function if you are then going to suggest Partners pay a further fee on top of the already excessive fees Booking.com charge ( relative to other platforms)  to have a Channel Manager? 

I browsed the online Partner Community on this issue of i-Cal Technical issues with Booking.com only to find it littered with incidences of your Partners complaining about the exact same glitch you claim does not exist.

With all your money you lack good customer service from a Partner perspective and have a great imbalance between the loyalty to the guest and your Partners. 

1 month ago