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I was just reminded of another issued that happened with us.
The hotel is located in a very cosmopolitan Spanish town called Sitges. The town is very gay friendly even to the point of some hotels marketing themselves as hetero-friendly.
In mid-May of 2014 we noticed on Booking.com's online adverts that the hotel had been renamed 'Gay Hotel Sitges'.
It was not until the end of October 2014 that the issue was resolved and the hotel's correct name started to reappear on Booking.com's online adverts.
We never received any apology or explanation as to what had happened!
We were never kept up to date on progress – we always had to ask BDC what was happening.
Nobody at BDC ever took ownership of the issue and we were often passed around from one person who knew not much to another who equally knew not much.
As said in my previous post Good Luck!
Hi Villa Kaba Kaba Resort.
In our case Booking.com mixed up our hotel with a similar sounding Rental House. It applied our name to photos of the other property and vice versa.
On Booking.com's online adverts our hotel's name and image was used but when clicked on it linked to the Rental House's profile. As that house was reserved for most of the summer it always showed as having 0 availability. So, when anyone clicked on one of our Booking.com online ads they were told that we had 0 availability.
We first reported the issue on 13th March 2018, and it was resolved by the end of June that same year.
We received no explanation as to why the mix-ep happened and no apology.
Our regional manager was of little help and there was no ownership of the issue from anyone at Booking.com.
At one point we were asked to stop contacting Booking.com.
We were subsequently told by an ex-Booking.com employee that it would have been quicker and easier to have erased the hotel's profile on Booking.com and then started again with a fresh profile.
Good luck! We hope that they sort out your issue sometime.
Thanks @ fluff
So if we set “Guests can book this promotion 6 days before check-in day” the guest can only book the promotion on the sixth day before check-in? Not on the 5th, 4th etc but only on the 6th?
Yes, I agree that the secret deals are advertised to specific groups of guests who specifically subscribe to the newsletter, but surely 'Everyone' includes these 'Members and Newsletters subscribers' as well.
"Everyone", by its definition, must be "Members and Newsletters subscribers" and everyone else who are not members or subscribers.
We do the same too Zsolt.
Given that to become a Genius a guest only has to make 2 reservations within 2 years, soon there will be more Geniuses that regulars.
Hi guys. We have a similar problem (see the complete post here /en-gb/community/migliorare-la-performance/seasonality-breakfast ) in that we only serve breakfast from May through to end of September.
The problem is that if any of your rates contain breakfast then the ‘Do You serve meals’ within the “Facilities & Services” tab is automatically set to yes and because of this when a guest reserves a room that does not have breakfast included in the rate plan they are encouraged to “Enjoy a convenient The breakfast at the property for € XX per person, per night” in their reservation confirmation.
To counteract this, in our BDC ‘Fine Print’ it states that breakfast is only available from May to September and also within our ‘welcome’ message to theses guest we repeat that breakfast is only available from May to September.
It seems that Booking.com cannot cope with seasonailty.
Did you process the 50% deposits the moment the reservations came through?
If a credit card does not work at the time of processing a deposit then it should be marked as invalid on the extranet.
The last time we saw an Account Manager was 5 years ago. Since then the person has changed seemingly every six months.
We had a very honest one once that told us that they are so badly trained that even though we are in Spain we should always write any message/e-mail in English as 97% of the messages/e-mails would have to be referred to head office.
Also that many regional offices are not actually Booking.com offices but are call centres that have accounts with multiple companies.