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Another double booking incident due to BDC system error

For the third time since joining the platform, we have experienced a BDC booking overlapping an existing BDC booking.

This is due to an error on the calendar where booked units are shown as available. BDC systems staff are aware of the issue but can only suggest amending the available units manually. Despite checking this after every booking and amending where necessary, this latest error still occurred.

Luckily I spotted the mistake immediately and called support services to cancel the latest booking. Weirdly the agent I spoke to kept asking what was my relationship with this potential guest - I have no idea what that was about and all it did was detract from the urgent issue at hand! She agreed to cancel this booking so I asked her to be sure to explain the reason to the customer.

The booking was cancelled but then I received a message from the guest - understandably confused and disappointed. She hadn't received an explanation, never mind an apology! I was able to explain to her and apologise which is the least we can do under the circumstances. I would urge other owners who experience this scenario to contact the cancelled guest themselves to explain and apologise. Disappointed guests will understandably blame us for an unexplained cancellation.

BDC - when will this serious problem be fixed? And in the meantime, can you please explain and apologise to your customers who have had their holidays cancelled.  


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Minyi Li 9 months ago

Thanks for sharing, we weren't as lucky, BDC directly charged on our account the reaction cost which more than 3 times of our room price. 

Plus, not providing any evidence of details of the spent. 

Suggest going through legal actions. Very tedious and loads of things to go through. But never seen company being that strong to ignore a full history of complaints and keep charging hosts for their own mistakes. 

 

 

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Annabel Lichfield 9 months ago

That's shocking! So sorry to hear it's hit you financially as well as all the stress and inconvenience. Their response is completely unacceptable.

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Minyi Li 9 months ago

by the way, I even experience it as a guest in April this year, the landlord just give me a sentence "worst system ever" then left me alone to deal with the cancellation....

so really harmful not only for host, but guests also.

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Annabel Lichfield 9 months ago

Terrible customer service! This system error needs fixing but in the meantime BDC should at least manage guests' confusion and disappointment whilst providing an efficient rescheduling service.