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When you got bad support, what did you do?

This not a question about technical tips & tricks but about hopefully receiving some tips and tricks about how to finally get proper support from Booking.com. Some questions never get answered by the support department, I really mean never (besides that they have forwarded the request to "a specialist" who never reacts at all). Our account manager, who I posted the same questions to) couldn't care less.

Is there a department where I can file a complaint about this? Or any other trick how to finally receive support for my stil outstanding issues? Anybody knows?

7 Replies

7
pibomarco

You can share your issues here on partner forum, and perhaps the community could help. I always received a reply from BDC in all these years.. I guess it's the nature of the question asked. Give us an example.

4 months ago
4
Kibokoafrica

I also have a similar problem like yours.yesterday i was emailed by our regional accounts manager to share my thoughts about booking.com.I were quite sure she was a booking.com representative because that email proved had come from this platform.I replied back how booking was supposed to increase traffic to entice other partners who dont know about this forum especially from my regional background.who knows how a host like me i supposed to do because i found my property was not listed in this platform later.

Am still new to booking.com,was booked four times last month and i failed to indicate a no show to three of my bookings and i had notified booking.com about this.could this be the course of not listing my property?

4 months ago
7
Aaltje B.

Booking: not receiving support or receiving bad support is very frustrating to say the least.

I would never give up.

Keep trying and indeed as Marco says, maybe formulate it differently. Try to solve it via different angles.

I have once tried to gain residence in New Zealand. I have lost count as to how many times the officer changed, the rules changed, the point system changed, they lost my passport ( ! ) every time a new officer came on board we had to explain everything from start to finish. it was a very daunting process. But don't give up. Hold on and keep trying like a stubborn Dutchy :)

I think that the company has grown pretty big, and I know for once that the commitment of us partners is enormous. And they BDC fare well by it !

It is good to share your story and with the help of some experienced hosts and some upgrades in the system it will all work out.

Keep us posted of how you get on.

Wishing you inspiration

Greetings

Aaltje B.

4 months ago
1
Booking

@pibomarco,

This is one example:

"Good afternoon. When I look at the Booking.com page as a visitor, looking for a hotel, and I select the "Top reviewed" category our property is all the way on page 8 in between two properties with a 7.2 score. But we have a 8.9 score!!
When we bought the hotel last May we had the old reviews removed. Since then we went from a 7.2 review score to an 8.9. It looks however that for this overview we are still on our old 7.2 score.
Can you please tell me why we are not in between other properties who have a comparable score?"

On a lot of support messages I have received the answer that the issue is forwarded to a specialist. Who never reacts... The extranet also does not help much sometimes, because for some questions I have no idea who to post them to.

@kibikiafrica

I know what you mean I guess. Our hotel also as not been bookable for weeks, prices were not send to TripAdivisor... When we went through the change of ownership process they stopped my entrance to the extranet and stopped the channel manager! They did not send me an email but send a message to the extranet, which I could not see of course because they blocked my access before they send me the message. It took me weeks to find out that our hotel was not on Booking.com anymore. The support is sometimes good and quick and sometimes utterly bad. For some questions nobody seems to care.

@Aaltje B.

I am not giving up, but decided to also put my hotel on Expedia. Just because the service of Booking is so bad. Maybe I get the same kind of problems now from two platforms, but if the Expedia application and support is better than Booking's (and up till now it looks like they are), then I might very well decide to decrease the business I do with Booking to a minimum.

4 months ago
4
Kibokoafrica

Thank you! the point is never giving up. I believe in this platform i will succeed. today i sent a direct message to them after i had logged into my extra-net. I hope they will resend a positive message concerning my property listing and my now show fail indication.

4 months ago
7
Aaltje B.

@ booking :

It could also be that the support you get in your country is not as good as in another one. BDC is so big. It has 15.000 people working for them. (If I understand correctly)

So I am thinking, there should be at least One person who is able and capable of directing you .

Greetings

Aaltje B.

4 months ago
7
pibomarco

@Booking

Because under the tab >TOP reviewed< it actually says: "Properties are sorted by review score and number of reviews." So that is why it is sorted like that.. it's the combination of both, not just the review score.

If your score is 9.8 and have 5 reviews it's kind of logical that you will be placed lower comparing to someone who has a score 9,4 and 800 reviews.

I am on Expedia and BDC since 2009 and BDC is way more user friendly for my taste.

4 months ago