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1
Mac

Booking.com systems fails

I would like to hear from other owners as to how often booking.com have failed them with systems failures - eg, I have experienced duplicate bookings, bookings made when I had the days blocked, guests saying they never made a reservation at all etc.
My biggest issue is not that the booking.com system sometimes fails but that they refuse to ever admit culpability and in turn threaten to charge us for relocations.

6 Replies

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Pita Lie

Indeed one of the worst channel ever but we have no choice as booking.com pays a lot of money to be on top of search engines. We had nightmares from our friends that booking.com relocated customers to place costed more than 10x of original booking than charge them. We just called booking.com as we had to offer alternative to customers as the room booked waw not available and customer refused to take alternative. Answer from booking.com was pain and insisted we should pay whatever guests asked for relocation - this is despite the booking was not paid yet. We have contracts with other channels but again, agree - this is the worst. Let's not talk about other issue such as customer credit card dispute (booking.com only sent us email to say sorry that they cannot meet up our expectation as they cannot prove that pax made a booking or not despite using their channel). Simply pain but then again you stuck with them if you want to get booking as they monopolize search engines

1 year ago
1
Mac

Thank you Pita. As I feared. So far my best weapon with them is to be a constant pain in the neck when they make mistakes.....which they never admit.

1 year ago
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Suemcgrath

I can understand your pain, I have been letting properties for over 10 years but we use because we do get the bookings, but have experienced all you have said and got nowhere!. As you say they will not be responsible for their own failures and blames all on us.... Starting to feel a bit more sane again!

1 year ago
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Chris220252

I too have had the same experience and no help or admission of fault from Booking.com. Double booked 4 times in the last 2 months and told that I had changed my availability from 1 room to 2. They even quoted a date and time when this was done. My point was I definitely didn't increase my room number I don't know how. Then I had to relocate the guests, taking time and costing money.

One possible reason was that during the double booking period I had a number of cancellations followed by these double bookings quickly after the cancellation. I wonder if this could be a software blip that allows the double bookings when freeing the room after a cancellation. I have also spotted bookings when the room was blocked because I had other plans, this meant having to change my own plans to accommodate.

Anyone else had these experiences?

1 year ago
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Smokvica Gora

I have had my first experience with double booking a couple of days ago. I sent messages to booking.com with no response and gave them time to explain the error. Fortunately, I was able to contact the second booking and explain the situation. There is obviously something wrong if their computer system double books. I will try calling again in the morning. I wonder if booking.com even looks at the Community part of their program to see if there are any problems that they can resolve, or do they consider the Community to be for trolls who don';t like their system?

11 months ago
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Villa Junona Croatia

I had such a situation about five - six times during the high season. I do not use any other OTA - only booking.

But kept thinking that it was somehow my fault...and tried to resolve the problem. Sometimes guests changed their dates of staying with me, sometimes they agreed to cancel reservation. But there were two cases when I had to give them a free nights (it costs 200 euro in July) or make a discount,

Now I see that other hosts also have such a bad experience.

May be there is a software mistake at BDC?

11 months ago